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Help for account, billing & more

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Mon, May 25, 2020 9:49 PM

Need help regarding a deceased relative's account.

Hi. The primary account holder for my cellphone plan has recently passed away. I was hoping someone could help me cancel their subscription and then maybe start a new one under my name.

I've called 611 and they told me to go to the store, but when I got to the store they told me to call 611. And so the circle goes round...

Thanks in advance.

Accepted Solution

Official Solution


Community Support


200.4K Messages


Hello @flyhighinthesky

First off, we are sorry for your loss and adding these extra stresses definitely does not help!

Just to clarify, are you wanting to completely cancel your relatives account and then start a new account or are you wanting to just cancel their line and take over the account?

Do you have access to the account online or with the passcode to be authenticated?

If you do not have access to the account then a death certificate brought into the store will be required.

You may also send in a copy of the death certificate along with a bill or information regarding the account in question like phone or account number to: 

AT&T Mobility

Attn: Mobility Deceased

2612 N Roan St.

Johnson City, TN 37601

OR fax to: 314.242.0597

If you do decide to use the mail or fax option then you will not be able to take over the account as it will be fully canceled. 

Check out more information on the process and things to know here.

Please let us know if you need further assistance and stay safe!

Ayla, AT&T Community Specialist

ACE - Sage


100.3K Messages


I think things may be stućk a few more days. Transfer of billing digital services department was closed for the duration of the covid 19 shutdown. Rumor has it will reopen june 1 .

To keep your number, you would want to do the transfer, not cancel the entire account, just the other line.

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