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Apple TV Provider sign-in error

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Apple TV Provider sign-in error

When I try to sign-in and set DIRECTV NOW as my TV Provider within iOS or tvOS Settings, I receive the following error:

 

We are sorry, but you are not authorized to access this web-site. Please verify you are authorized and re-enter your User ID and Password.

 

I receive this this error on my iPhone as well as Apple TV, Apple TV 4K and iPad.

 

I received this error over the last several months on iOS and tvOS 12.1, 12.2 and I upgraded to iOS / tvOS 12.3 hoping it would resolve the issue but it has not.

 

I have verified I am using the correct User ID and Password. I’m fact, I can sign-in and start the DIRECTV NOW App and stream live TV, I just cannot set DIRECTV NOW as my SSO TV Provider within iOS or tvOS Settings.

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Message 1 of 12

Re: Apple TV Provider sign-in error

Additional details:

I receive this error on all Apple devices and versions of iOS or tvOS I have tried:

Apple TV HD and Apple TV 4K with tvOS 12.1, 12.2, and 12.3 (just updated to 12.3 on May 13th 2019)

iPhone, iPad, and iPad Pro iOS 12.1, 12.2, and 12.3 (just updated to 12.3 on May 13th 2019)

Message 2 of 12
Contributor

Re: Apple TV Provider sign-in error

I just got mine to work by using my primary AT&T mobile number for my login, rather than my email.  Email worked on the DirecTV Now app on my apple devices, but it was not working when trying to set DirecTV Now as my TV Provider.  Found another post in the forum that suggested the mobile number and it worked for me.

Message 3 of 12
Tutor

Re: Apple TV Provider sign-in error

I’m having the same issue. I do not have an ATT phone number but did try with the number associated with account. I can sign into Directv Now on my fire stick, just not on any Apple device. So frustrating. 

Message 4 of 12
Contributor

Re: Apple TV Provider sign-in error

So did anyone find out if they could log into channel apps with their credentials on apple products? I’m having the same message pop up.

Message 5 of 12
ACE - Expert

Re: Apple TV Provider sign-in error

Do you have any DTVN credentials stored under "TV Provider"? You might try deleting the entry and start the app with nothing under TV Provider.

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*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.
Message 6 of 12
Tutor

Re: Apple TV Provider sign-in error

Hi
No, I even completely factory reset Apple TV and erased all data. I tried again to just set up tv provider, and same error. Then skipped Tv provider, and downloaded the app. Same issue  
Message 7 of 12
ACE - Expert

Re: Apple TV Provider sign-in error

Then you will need to just contact support using the chat and discuss your issue with a support rep.

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.
Message 8 of 12
Solution
Accepted by topic author
Accepted by stewartdclark
‎06-15-2019 11:02 AM

Re: Apple TV Provider sign-in error

Hello!

 

Here’s an update on the issue and a solution that works (until AT&T fixed the underlying root-cause). After spending several weeks talking with DirecTV Now and AT&T U-verse TV technical support, there is an issue that occurs whenever you attempt to authenticate into the Apple TV or iOS TV Provider settings using an email address that is in the domain @att.net or @sbcglobal.net. The error: ‘you are not authorized to access this web-site’ occurs for ALL customers of DirecTV, DirecTV Now, and even AT&T U-verse TV whose AT&T User ID (formerly Access ID) is in AT&T owned domains such as @att.net or @sbcglobal.net. The issue seems to be that those domains are internal to the AT&T network and don’t have permissions to the TV Provider authentication page (somewhere within cprodmasx.att.com).

 

The solution is to change your AT&T User ID (formerly called the Access ID) to a domain other than AT&T, meaning external to AT&T (such as gmail or hotmail, or yahoo) or basically any e-mail address other than att.net or sbcglobal.net.  For example, I changed my AT&T User ID to my old yahoo address but you could also change it a gmail account or hotmail, etc.

 

Note: If you merged your AT&T accounts and services under one profile and have an AT&T Wireless number bundled with your other services, you can use your primary AT&T wireless number to authenticate AT&T as your TV Provider.

 

To change your AT&T User ID, follow these instructions:

 

  1. Login to att.com
  2. In the upper-right menu area, click your account name and select Profile from the drop-down menu.
  3. When the Profile page loads, click on the section that says ‘Sign-in info’.
  4. In the User ID section, click the link to Change your User ID.

 

By the way, even AT&T recommends you don’t use an AT&T email address for your User ID. They even post a suggestion at the top of the page that reads: “Want to change your ID? Keep in mind – It's best to enter an email address that isn't an AT&T email.” That suggestion seems more like a warning to me… and it should be heeded, as if you use an AT&T email address, it definitely causes this TV Provider authentication issue.

 

Note: This is safe to do. Changing your AT&T User ID does not change your billing e-mail address or your Member ID. If you have an AT&T email address such as @att.net or @sbcglobal.net, this will not affect those. Your ATT.NET Member ID will remain your @att.net email address.  And, you can still login to your att.com account to manage your bundled services, bill, etc. using either your User ID or your Member ID (or your phone number).  An easy way to think about this is that your AT&T User ID (formerly Access ID) is just an identifier for your profile that manages all your bundled AT&T services under one profile, but your Member ID is specific to your ATT.NET or SBCGLOBAL.NET email service.  Apple has the same concept, they call it your Apple ID, and it is normally an external e-mail address like your gmail or hotmail account (although Apple recently allowed your Apple ID to be an iCloud.com email address, but I digress...).

 

Now that you’ve changed your AT&T User ID to something NOT at AT&T email address, let’s use your new User ID to authenticate into Apple TV or iOS’s TV Provider Single Sign-On.  Before we start, keep in mind, this error never occurred when trying to login directly to the DirectTV Now App.  The error only occurred when trying to authenticate AT&T as your TV Provider within iOS Settings on an iPad, iPhone, or Apple TV.

 

To authenticate AT&T DirecTV NOW as your TV Provider, you can locate this setting here:

 

iOS: On an iPhone or iPad - Open the Settings App, scroll way down to TV Provider (it’s pretty far down the list, below all the built-in Apple apps like Music, TV, Photos … Game Center).  Tap on TV Provider, then select DirecTV NOW (or U-verse if you’re a U-verse customer). Enter your AT&T User ID (which should not be an att.net or sbcglobal.net domain) and enter your password.  Once authenticated, the page will load and present all the other network TV apps you can download and install that will authenticate using your TV Provider SSO (single sign-on).

 

Apple TV:  Open the Settings App, go to Accounts, then TV Provider, select DirecTV NOW (or U-verse if you’re a U-verse customer). Enter your AT&T User ID (which should not be an att.net or sbcglobal.net domain) and your password.  Once authenticated, the page will load and present all the other Apple TV network apps you can download and install that will authenticate using your TV Provider SSO (single sign-on).

 

Once last note:  Just to prove to myself that this was in fact the issue. I actually (somewhat insanely) went back to att.com and changed my AT&T User ID back to my @sbcglobal.net address, then signed-out of the TV Provider on my Apple TV and iOS devices, then I attempted to sign-back in using my @sbcglobal.net address, and sure enough, I got the same error: “We are sorry, but you are not authorized to access this web-site.”  So I immediately went back to att.com and changed my User ID back to my external yahoo email address, and was able to sign-in to the TV Provider no problem.  I’ve made AT&T aware of this issue and supposedly they already know about it, so hopefully they will have a fix soon. But for now, the easiest fix is to just change your AT&T User ID/Access ID to an external non-AT&T email address and use that address to authenticate AT&T as your TV Provider. You will still be able to login to att.com to manage your bill and services using either your User Id (external email address) or your Member ID which is your @att.com or @sbcglobal.net address.

 

Cheers!

Message 9 of 12
Contributor

Re: Apple TV Provider sign-in error

This still does not address that AT&T Watch TV is not even listed in Settings on iPhone as an option for TV Provider, nor listed on Apple TV as a TV provider when attempting to watch History Channel app (for example).  Is there any info on that situation?

Message 10 of 12
Tutor

Re: Apple TV Provider sign-in error

I am unable to log into my att for a few days now to change user name. Error: 

 
A temporary system error prevents us from retrieving your account information at this time. Please try again later. (LGN0801)
Message 11 of 12
Mentor

Re: Apple TV Provider sign-in error

Wow, this is stupid.  They had the same problem a few years back where I couldn't sign into the AT&T message website with my @att.net email adddress, I had to use the phone number.  Now that problem exists here.  I was able to login to apple TV with the phone number, but you would think it is embarassing for AT&T to have it not work with THEIR supplied e-mail addresses!

Message 12 of 12
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