"we couldn't load this message"

Hello @Steven_Bryan! Let's work together to get to the bottom of what you are experiencing when trying to view your email. We'll need a bit more information to identify how to proceed.

Firstly, we would like to ask if you are logging in via Currently, or an email Client such as Outlook or a mobile mail app. Knowing where you are logging in can help us diagnose this error message you are seeing.

We also have a great forums post with a lot of information on troubleshooting email that is definitely worth reading through. 

If you are using a client or an app there are a few things we can try:

1. Clear you cache and cookies on your browser. This is always the easiest and most common cause of errors across services. Also make sure that the browser or app you are using is fully updated, and give another browser a try, if you can. We also recommend giving this a try even if you are logging in with with Currently.
2. Reset your secure mail key. This will ensure that your client is properly authenticated to recieve your mail. Not sure if you use a client that requires a secure mail key? Check out our article on the differences between Oauth and Secure mail key, and what apps use them.
3. Make sure your email is configured for IMAP. This article also provides the steps to do so for various clients. Be sure to select yours in the drop-down menu at the top of the page!

Please let us know if this helped, and if not, what specific service you are using for your email. 

Wesley, AT&T Community Specialist

1. Cleared cache & cookies yesterday and it didn't help.  

I believe I'm accessing my email via Currently.  I guess I can't upload a screen shot, but in the upper left, it reads:  "Currently,  from AT&T | Yahoo! Mail".

2. Following your directions to reset (or even create) the secure mail key doesn't work, if only because I don't even see it when logged into my profile following your directions.

I've been accessing my email on this same computer since 2017.  This problem has been happening for almost 48 hours.  A continual mess.  I try and look at items in my profile, but clicking on anything logs me out.  Once signed back in, email functions for a moment then goes back to not working. 

What am I missing?

Tried to click the troubleshoot & resolve button and was hit with a message reading: 

Thank you for that information, @Steven_Bryan!

Thank you for informing us that the steps taken we're not able to resolve your situation.

Can you let us know if you've attempted to log in using a different browser? This way we can determine if it's just a browser issue or something more in depth.

We look forward to hearing from you!

CalebP, AT&T Community Specialist 

@Steven_Bryan   Ignore the Secure Mail Key info.  That's only if you use an email client like Outlook to do your email.  It's clear you are using a web browser which still uses your "normal" password.

What you've been experiencing has been reported in this forum by quite a few others.  The different browser/clear cache cookies, etc hasn't worked for anyone else so that makes it appear to be a Yahoo issue.  Given that, there's really nothing you can do from your side except to hope Yahoo does what they normally do, accidentally trip over the problem that they accidentally created and they fix it.  🙄

@tonydi  Thank you - kind of what I assumed.  Everything on my end looks good, but email is clearly not coming into my mailbox overnight or at intermittent times throughout the day.  I'm seeing similar issues via email on my mobile phone, where I need to add my password in order for email to load.  I can't think of anything that's changed on my end to create these issues.  I did finally get through to a live human yesterday and he gave me some line of (Edited per community guidelines) that they are "working on it".  Sure they are!

The issue remains, regardless of browser, on desktop, laptop, iPad, mobile phone, etc.  Just all of a sudden - as of a couple days ago - email doesn't load, the email that DOES make it into the inbox can't be read or deleted - all kinds of issues.  A truly awful experience! 

I started getting the same message several days ago.  Interestingly, I have been able to read themsame emails on my ipad.  Both desktop and ipad are connected to att.net.

Now, on my ipad, i amgetting "You are offline" for all emails beforem 1:22 pm

Hi, FrankMason.

We're working on a resolution this. We don't have an estimated resolution time right now, so please check in with us at a later time for an update.

If you need help with anything else in the meantime, we'll be here. Thank you for visiting the AT&T Community Forums.

Aminah, AT&T Community Specialist

@FrankMason - Interesting.  I was having similar issues via my iPad and iPhone, all tied to AT&T internet, email and mobile plan.  Probably a sign that I need to break away.  Seems to require a complete reload in order for new email to show up. Merely refreshing my browser ends up logging me off the service all-together - NOT how it's supposed to function at all.  Some really buggy sh*t happening lately and I still have no idea (Edited per community guidelines) is going on.  AT&T proving to be as much help as ever. Which is to say none at all.  

@Steven_Bryan - Have found that a new sign-in to att.net resolves issues, until they start happening again.  Kinda surprised that ATT seems to take a "hands-off" approach to the problem.

Hey AT&T - this is still happening.  Where is the resolution?

Email doesn't load.  Email that I've read looks as though it was never opened.  Sent items is empty. Spam is empty.  My "drafts" folder, which shows I have four emails in it, says it's empty.  Nothing works properly.

The entire look of my inbox is funky.  Once the ads at the top of the in-box disappear I know something is wrong.  Those ads are there momentarily, but let 20 minutes go by and POOF!!  Gone. 

Email I've received from AT&T can't even be viewed. 

Seriously tired of the lack of customer service and constant issues WITH your service.  

NOTHING WORKS.

I just set up a new email address today and was getting that same message.  I read all of your attempted solutions, so I didn't have to try them.  Thank you.  Then I noticed that I had multiple ATT windows open, having been struggling to opt out of marketing emails.  So I just closed all of them and started over, signing in with a new window.  No more goofy messages.  Yay.  Still have the marketing emails though!  haha    I was probably logged in on all those windows that I closed and should have logged out but they were probably timed out anyway.  

im having the same problem....its irritating...i have to log off and on and it goes away..  WHAT CAUSES THHIS, JUST STARTED