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New Member

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3 Messages

Sat, Oct 24, 2020 10:19 PM

My messaging add ons keep disappearing, and I'm not getting my money back.

Just switched from Nokia 3310 reboot to an unlocked Moto e6.


I'm on the 25 cents per minute plan, and I usually buy the 200-message add on along with it.

 

I'd just bought another add on the day before I switched phones. After taking the SIM card out of my Nokia, putting it in the Moto e6, and updating my account with its IMEI, everything seemed to work fine.

 

And then I noticed that when I went to check my Prepaid account, the message add ons were literally gone. And I was being charged for each text.

 

So I tried buying them again because I figured that maybe it was just that I'd switched phones.

 

Nope. The messages vanished again. Ten dollars down the drain unless I can get a refund.

 

I have not found a single person with this problem. I've read about the data add ons not working, but never text messages.

 

Is it because I've switched from a "basic messaging" phone to a smartphone?

Responses

Brand User
ATTHelp

Community Support

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140.2K Messages

a month ago

Thank you for reaching out @_arh_.

 

We'd be happy to help with looking into your PREPAID .25 per minute messaging add-on concerns.

 

We'll need a little more information regarding:

  • Where you went to make both message add-on payments.
  • If you received any errors or SIM swap notices once your devices were swapped.
  • Did the 200 message add-ons ever stay in your account or did they vanish right after purchase?

We look forward to hearing back from you.

 

Vincent, AT&T Community Specialist

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New Member

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3 Messages

a month ago

I went to paygonline.com to make the payments, and the add-ons did stay in my account for a little while--maybe a day--before they disappeared.

I buy my PREPAID refill cards with cash before loading them into my account, and I use those to make all my payments.

I didn't get any errors or notices with the SIM card or device.

Brand User
ATTHelp

Community Support

 • 

140.2K Messages

a month ago

Hello @_arh_,

 

Thank you for informing us. To ensure you get the assistance that you need as quickly as possible, we encourage you to contact our AT&T PREPAID support team at 800-901-9878. Hope this helps!

 

Sean, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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