Explore & discover

Helpful Links

Unable to sign in to my online account

Tutor

Unable to sign in to my online account

Suddenly, after 8 years, I am unable to access my online account (wireless, post-paid). I live abroad but pay for my US college child's phone/phone use. Every time I attempt to access my account, I receive this message in red "User ID and password combination you enter doesn't match any entries in our files." I am also unable to reset my password. I have been trying for days and now my bill is past due. What's happening? How can I pay my bill? Need help now. Thank you.

3,207 Views
Message 1 of 8
ACE - Expert
Solution
Accepted by topic author
Accepted by yukijan
‎11-19-2017 10:39 PM

Re: Unable to sign in to my online account

ATT appears to be implementing security protocols that now make it impossible to login from outside the US. Prepaid has been this way for awhile but postpaid appears to be included now also. The only known workaround is to use a US based vpn network so that your connection to ATT originates within the US. Another option is have your child submit payment for you. Other options are send a check, use a bill paying service, pay by phone.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Tags (1)
Message 2 of 8
Tutor

Re: Unable to sign in to my online account

Thank you, @sandblaster. Your answer was very helpful!

Message 3 of 8
Contributor

Re: Unable to sign in to my online account

This is outrageous! My phone has been stolen in Vietnam and I can't reach customer support to report it! Any suggestions?

 

Message 4 of 8
Contributor

Re: Unable to sign in to my online account

I tried reseting password but someonehas changed all my passcodes and i cant do a thing

Message 5 of 8
Contributor

Re: Unable to sign in to my online account

unable to sign in. cannot,t  reach 

Message 6 of 8
Contributor

Re: Unable to sign in to my online account

Unable to sign in message: unable ti reach

Message 7 of 8
Contributor

Re: Unable to sign in to my online account

Every time I try to log into my account from my desktop computer, I am unable to!  I have called, talked to support  and reset password several times over the last few days.  I found out their software does not work with the google browser so I tried logging in from internet explorer and it worked yesterday but not today.  What is going on?  Please fix whatever is not working in the software! 

Message 8 of 8
Share this topic
Share this topic
Additional Support