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Kayann4202009's profile

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1 Message

Saturday, March 18th, 2023 9:16 PM

Active armor says my phone was found on dark web

The other day my armor notified me that my phone was found on dark web...in order to fully protect myself, it is requesting i give my medical id, passport, & drivers license in addition to what is already in my acct info on my active armor..  what does this mean to me?  

Customer service requested i uninstall the app, so i did...  and the reinstall the app, which i did..but now the active armor will not allow me to sign on.  It gives error code SPE117

New Member

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2 Messages

1 year ago

Same thing happened to me. I reinstalled and now I get SPE117 error when trying to set up Active Armor.

New Member

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3 Messages

1 year ago

I am getting SPE117 error message, too, and have been since initial attempt to activate Active Armor on new S23 Ultra.  AT&T says it is an issue with Samsung that Sammy has to fix.  AT&T disabled the native Samsung AV (likely because AA was supposed to replace it) and now I have no spam block and no scanning for downloaded apps.  For a $1200 phone, this is pretty bad.  Anyone else getting this report from AT&T?

New Member

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2 Messages

1 year ago

I don't have a Samsung, so don't think it relates to Samsung.

New Member

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3 Messages

1 year ago

You are right, it is NOT Samsung.  I have been messing with this all day.  I opened the MYATT app, which incidentally says I don't have insurance, and won't let me add a photo.  After opening that App and going through my account (it says I have no active lines), I got past the error and had to add all the permissions in to proceed.  Also had to turn off wifi because it can't distinguish the mobile.cellular connection.  The app is pure garbage, and is clearly and totally bugged.  Now is telling me 4 email addresses three different domains I am.attempting to monitor are invalid.  The 'help' section says 'check for an extra space'. This is TOTALLY the ATT app.  Unreal....

Community Support

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231.5K Messages

1 year ago

Let's meet in a Direct Message (DM) to find a resolution to your experience with AT&T ActiveArmor, Kayann4202009.

 

Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

In the meantime, you will want to follow the instructions at Fix AT&T ActiveArmor mobile security app issues (whichever is the operating system (OS) of your device) to fix update issues or get help with the AT&T ActiveArmor mobile security app.

 

Be sure to keep an eye on your DM so that we can get you a definite resolution to your experience.

 

Lar, AT&T Community Specialist

New Member

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3 Messages

1 year ago

To follow up, after having opened the myAT&T app for the first time on my new device, I was able to initialize Active Armor and the error was gone.  I could not add email addresses for security notices until after I did a restart of my phone, and now the Active Armor App has allowed me to register for breach notifications and appears to be monitoring my registered accounts on the new device. 

I am 99% certain the issues with Active Armor tie to it needing to complete a back-end connection to the myAT&T app, likely to validate the service is registered on the user account, at least it appears to have been the case on my Samsung S23 Ultra and my husband's S23+.  Apologies to the OP for inadvertently hijacking this thread on your identical issue on the iPhone.

AT&T support should revisit the current advice to users to wait for an OS update as that does not appear to be correct.  Given the SHEER NUMBER of spam calls and recent data breaches, clients need this service for ample security.  It was complete (Edited per community guidelines) for the past week with all the incoming spam calls.  Advising customers to wait when this can be remedied at least some of the time with proper instructions is important.  I hope you will have someone look into this, figure out what else needs to be done for your iPhone users and get your tips and FAQs online updated, as you are frustrating customers unnecessarily with inaccurate solution information,

(edited)

Community Support

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231.5K Messages

1 year ago

We're here to assist you with getting your Active Armor working @Mobileuser3.


Let's start by troubleshooting the app first. Please try the following steps:

  • Clear the app's cache by going to your Settings > Applications > ActiveArmor Mobile Security app > Clear Cache. This is a quick way to troubleshoot any bugs or glitches that you may be experincing with this app. 
  • Try force stopping the ActiveArmor app. By going into your Settings > ActiveArmor Mobile Security > Force Stop. This prevents it from running in the foreground or background, and is another way to prevent glitches with the app. 
  • Make sure the application is updated by going into the App store or Google Play Store and checking for updates. Like the other two options above, keeping the ActiveArmor app updated is another way to prevent issues. 

In addition to the trouble shooting steps above you can also trouble shoot your device on our device support page by selecting start. Sign in for a more personalized solution. 


Please let us know how this goes. If you're still experincing this error, we'll be able to research what's causing this error further inside a DM.


Marilyn, AT&T Community Specialist

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