Hmm… we can't reset your password ...

I'm moving your post to the Email forum.

Now that you're in the right forum, take a look at the list of posts here and you'll see you have a LOT of company, hundreds and hundreds of threads on this.   Maybe ATTHelp will intervene or they may just tell you to call, hard to say.

But customer support won't help reset it either.

"But customer support won't help reset it either."

I think it depends on the luck of the draw as to who you get hold of.  They've reset mine a couple of times.  I'd just like to be able to do it myself with the reset button instead of having to call and wait.  But it appears that the message is fake, and has been for years. 

I once got into a jam where I needed a code sent to me.  I think it was going to be sent to my email, but I couldn't get into my email, so they were going to snail mail it to me.  I also couldn't receive a texted code.   I took two weeks to get the code but in the meantime I sent a message to the office of the president and got a call back in a day or two.  They had a tech call me that knew her stuff and fixed me right up.

Meanwhile, in another post I said I'd found that I can't sign into myatt from two different computers using the same browser.  It used to work, but now it doesn't.  I seem to remember the a tech telling me that signing in from two computers was asking for trouble.   What (Edited per community guidelines).  I can sign in to my bank, brokerage, and everything else from more than one computer.  The brokerage app will sign me out from computer 1 if I sign in on computer 2.  AT&T needs better web development people.

Today when I tried to get my email, I had to sign in.  Signing in didn't work, but this time the Reset Password worked without the "Hmm" message.  I put in the same password that it hadn't been accepting and it started working again.

Signing into AT&T is as Forrest Gump would say, "Like a box of chocolates.  You never know what you're gonna to get".    :-(

what's the current best solution for this?  I'm stuck on the same

"Hmm… we can’t reset your password

We don’t have the account details we need to reset your password right now."