05-14-2019 10:48 AM
I have a prepaid device that is wireless but cannot receive a PIN or other message other than a call. I need to set up my account to pay, but I get a message that I need to reset my password, and the new one will be sent to my wireless number via text, which it cannot read or handle. Can someone please help me with this issue? Thank you.
Solved by: Go to Solution.
05-15-2019 11:36 AM
We're more than happy to offer assistance with your prepaid account access!
Is your cellphone able to receive text messages or short codes? Have you tried requesting an online password when using the AT&T Prepaid app or website? What device are you currently using?
To create your prepaid account online, you will first need to visit the AT&T Prepaid Portal by entering your 10-digit wireless number, and then the initial password which is the last 4 digits of your cellphone number.
When you have accessed your account, you can create your password by going to Profile & Settings > Personal Info > Change Password.
We hope this is helpful, and have a good afternoon!
Dwight, AT&T Community Specialist
05-15-2019 2:06 PM
Dwight- as I mentioned my device cannot receive texts or email. Only strictly calls. I cannot create an account without a password. The online message said they would text it to me. I cannot receive texts on this device! Help!!!
05-15-2019 2:50 PM
Thank you for that information. What kind of device are you using? Why are you unable to receive texts?
You have two options for resetting your password. You can have a temporary password texted to your device or sent to your email. For security reasons, these are the only options we provide for resetting your password. Check out this support article on Resetting passwords for more information. We hope this helps.
Makaela, AT&T Community Specialist.
05-15-2019 4:45 PM
This is a device that converts a cellular phone line to a standard landline. My regular landline phone plugs into it. It cannot receive texts. Only calls. I would welcome a call on my line with a password to reset my account or an email to my email account.
05-15-2019 5:41 PM
Thank you for the reply, @joebuick!
We can help you with that. Follow these instructions to reset your password via email:
Please be advised that, for security purposes, signing in with the wrong info 3 times or resetting your password results in your stored payment info being removed. Make sure to re-enter your payment info when you sign in with your new password.
We hope this info helps.
Lar, AT&T Community Specialist
05-16-2019 9:47 AM
Please read my message carefully. I CANNOT receive texts or emails on my ATT device - only calls. I have tried all the solutions offered - and they all say to wait for a TEXT!!! I cannot receive them on my device - only calls! I see no option available for an email with a temp password or PIN - I could use email if possible. Can anyone help??
05-16-2019 10:18 AM
We certainly understand, @joebuick.
When resetting your password you should be provided with an option to have the temporary password sent to your email. However, if there is not a email associated to your account this may not be an option.
If you do not see an option to select email then you will only be able to reset your password via text. We wish there was something additional we could do but this is the only way for you to reset your password.
You can also try bringing your ID into your local AT&T store to see if they can help you access your account. We cannot guarantee that they will be able to help you, but this is another option you can try. Thank you.
Makaela, AT&T Community Specialist.
05-16-2019 10:56 AM
Thank you! Finally, I have an option - will try my local store. You are correct - I have no email associated with the account - just with my regular ATT account. Much appreciate it! Wish I could somehow add an email, but I can't get in to even set up an account.
05-16-2019 11:26 AM
Have a great week!
James, AT&T Community Specialist