Mobile security error

Hello @BrittBrat2878,

We'd like to look into why you're unable to access the Mobile Security app.

Test out one more tool for us.

Troubleshoot your device, this tool discovers service/technical concerns and can result in quick fixes. 

Please let us know if this helps.

Jonye, AT&T Community Specialist  

So, I went to the “troubleshoot your device” page you suggested and it asks me to log in with my “myAT&T” credentials, which I did, but it’s telling me those credentials are incorrect, although I’m logged into the myAT&T app right now, the same credentials mind you. So, I can’t do anything with that suggestion. And I uninstalled and reinstalled the MobileSecurity app and it won’t log in, I click continue, it says “verifying” and then the same Error code: SN1 message. What’s also crazy is my son who is also on this account (he is the main AT&T account holder) and has the same phone, does not have the same MobileSecurity issues 

Thank you for the reply, @BrittBrat2878!

Your app likely needs upgrading. If you're a secondary user with service only ID then you won't be able to upgrade on your own. Upgrades to Mobile Security Plus must be completed by the authorized account holder with the primary User ID.

Additionally, and if you're also an authorized user on the account, then make sure no other VPNs (Virtual Private Network) are installed on your device. If your experience persists, attempt to activate over cellular data with Wi-Fi turned off.

• To disable VPN:
  1. From your Home screen navigate to Settings > General. If unavailable, swipe left to access the App Library.
  2. Tap VPN.
  3. Tap VPN Switch to turn off.
• To disable Wi-Fi swipe down from the upper right corner of the screen to access the Control Center, then select the Wi-Fi icon.

Try these and let us know how this worked for you!

Lar, AT&T Community Specialist