Tutor
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2 Messages
UNABLE TO SIGN IN ON ATT.COM
Every time I try to sign in the att.com website or any of its sub pages, the website takes me to a "pass through" page that contain the words "Please give us a moment. We're almost there!" and then IMMEDIATELY LOGS ME OUT. I am stuck in this infinite loop and cannot do anything on the website where I have a 8-person MobileShare account to manage. In case you're wondering, I usually use Google Chrome, but this problem happens in both Chrome and Mozilla Firefox. I have also tried clearing cookies and cache already. The problem persists.
The loop goes like this:
1. https://www.att.com/olam/loginAction.olamexecute?fromdlom=true
2. https://www.att.com/my/#/passthrough/overview
3. https://cprodmasx.att.com/commonLogin/igate_wam/controller.do?TAM_OP=logout&USERNAME=&ERROR_CODE=0x00000000&ERROR_TEXT=Successful%20completion&METHOD=GET&URL=/pkmslogout&REFERER=&AUTHNLEVEL=&FAILREASON=&OLDSESSION=&PAS=MYATT,SHOP,MSHOP,myattwx10&style=myatt&vhname=www.att.com:443
4. https://www.att.com/olam/loginAction.olamexecute?fromdlom=true
I tried to break the loop by clicking on "Personal -> att.com" on the top left during Step 2 the passthrough page. That works. I stay logged-in on the website.
HOWEVER, anytime I attempt to check the bill, change services, or pretty much do anything else, THE PASSTHROUGH PAGE SHOWS UP AGAIN! And I'm back in the loop from Step 2 to Step 3 to Step 4 where the website logs me out.
I tried customer service already. They told me they will create a special case for me that will be resolved in two days. It's been a week.
ATTHelp
Community Support
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231.3K Messages
7 years ago
Hi there @hanchueh,
I can definitely understand how concerning it can become when you’re unable to sign n to your online account. It would be my pleasure to help figure out what is going on. You did the right thing by reaching out to customer service to get this case done.
I want to check on the status of this case to see if there is a resolution. I’m going to reach out to you via Private Message to get some further details from you. Please keep an eye on your Forum’s Inbox.
I look forward to working with you!
Larry, AT&T Community Specialist
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clrobins42
Tutor
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2 Messages
7 years ago
I'm having the exact same problem. It's been a week. I'm traveling internationally and I cannot access my account, which will make it difficult to pay my bill. I talked with customer service several days ago and was told I would be contacted by June 9. I have not been contacted. Please help!
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ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello @clrobins42,
I am sorry to hear you are having this issue! Please send us a private message at: @ATTMobilityCare so we can look into this for you.
We want to ensure everything is taken care of. Have a great weekend!
Larry, AT&T Community Specialist
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jun1119
Tutor
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2 Messages
7 years ago
I'm having the same problem, too. I already wrote about my problem here several days ago but got no response so far.
Every time when I try to access my account here the website shows a "pass through" page and suddenly signs me out. AT&T mobile app cannot recognize my account even with my account number or mobile number. I can't pay my bill and it is already overdued due to this problem. I can't call the customer service because I'm travelling out of US now. Please shoot me a message to solve this problem!
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LISAinTN
Tutor
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3 Messages
7 years ago
I am also having this same problem! I spent 4 hours on the phone last week with AT&T over a different issue. I was in tears by the end of the day. Refuse to call them and go through that again. If they want to get paid, this needs to be fixed! I am also stuck in a loop simply trying to pay my bill. Why isn't a resolution to this problem being posted here? After 30+ years with AT&T, I am seriously considering switching everything we have to another company. My husband and I are both fed up with all things AT&T.
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ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello @jun1119 and @LISAinTN,
I know how important it can be to access your account while outside of AT&T’s coverage area.
There are some places which restrict access through certain websites and domains. Please send us a private message at @ATTMobilityCare with your full name, mobile number, and best time and method to contact you so we can help with your concerns!
Larry, AT&T Community Specialist
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LISAinTN
Tutor
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3 Messages
7 years ago
I'm not outside of the area. I'm in the US. I just can't access my account and am stuck in a perpetual loop trying to sign in and pay my bill.
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Gary L
ACE - Expert
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16.5K Messages
7 years ago
@LISAinTN Lisa, Are you using a VPN or other kind of security? (tor?)
I've noticed when I have the VPN on I have troubles, and it's impossible to get in when I have my VPN set outside the US. I just keep looping, it would be nice if it gave some feedback.
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LISAinTN
Tutor
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3 Messages
7 years ago
Gary,
Thank you for the reply. I'm not outside the US and I don't think we use a VPN. I don't even know what that is. lol
I didn't have this problem until I was forced to change my password last week, which turned into a 4 hour ordeal. None of my email worked after the password change. Finally called Verizon and THEY fixed it, even though I only have my wireless with Verizon. Now I tried to sign in to pay my bill yesterday and I'm stuck in this loop, just exactly like the OP described in their links above.
Lisa
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sfmackem
Contributor
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1 Message
7 years ago
Anyone have a solution to this bloody stupid problem?
ATT. Get a grip guys. Publish the solution to the problem instead of hiding behind the 'private message me' facade.
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