For the mom who gives us everything - Mother's Day gifts that connects us.
The Samsung Galaxy S24
JulieAnne1989's profile

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1 Message

Friday, February 3rd, 2023 1:06 AM

Tried to reset voicemail password and now I get "sorry, this box has not been set up"

Visual Voicemail hasn't been working correctly so I tried to call voicemail by holding down 1. It asked me for a password, which I've never set or needed before. I tried resetting the password in the app, but now when I call voicemail it says the box isn't set up and hangs up. Where do I go from here? 

ACE - Sage


117.1K Messages

1 year ago

You'll have to call AT&T and ask for assistance to reset your voicemail box

Community Support


231.5K Messages

1 year ago

We're here to help you with getting your voicemail to work, @JulieAnne1989.

Learn everything you need to know about your AT&T voicemail, including, setting it up, using visual voicemail, resetting the password, and other helpful troubleshooting steps if you run into any issues.


  1. From your mobile phone, press and hold 1 or the Voicemail key.
  2. Do one of the following:
    • For a new voicemail box—follow the prompts to create your password and greeting.
    • For an existing voicemail box—enter your password if prompted. Your voicemail greeting and messages will transfer over to your new phone.

Heads up: If you did not set up your voicemail within the first couple of weeks of getting your device, you may need to contact us to resolve this. 

Reset Password: First, make sure you're in an AT&T wireless coverage area or you won't be able to create a new voicemail password.

  1. Go to your account overview and open the My Wireless section.
  2. Scroll to My devices & add-ons and choose the device you want to manage.
  3. Select Manage my device.
  4. Under Device options & settings, choose Reset voicemail password and follow the prompts.

Troubleshooting: If you are noticing issues with your voicemail not working, try the following steps to resolve it.

Try the steps above to get your Voicemail back up and running. We're here if you have any questions..

Marilyn, AT&T Community Specialist

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