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AT&T related help: Resolve email issues



tackysue's profile

New Member

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3 Messages

Monday, March 13th, 2023 9:53 PM

I am locked out of my account because of "let's make sure it's you" page

I've called customer service several times, changed password several times and still get the same message "Let's makes sure it's you....." Help please

Accepted Solution

Official Solution

ATTHelp

Community Support

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215.3K Messages

3 months ago

We're here to shed light on your email inquiry, @tackysue!

 

Due to a recent security update, our email system has been requiring everyone to input a wireless number as a recovery option.

You can follow these steps if you have an AT&T Wireless number:
  1. Go to Profile, then Contact info.
  2. On the Phone tab, select Edit in the Billing phone numbers section.
  3. Enter your wireless number as the primary or secondary number.
  4. Check the box next to Use this number to recover your user ID or reset your password.
  5. Select Save.
  6. Complete any confirmation steps sent to your wireless number within 24 hours. Text message rates and other charges may apply. Check with your plan and provider.
If you do not have an AT&T Wireless number, then these are the steps you'd follow:
  1. Go to Profile and sign in with your AT&T Mail address and password.
  2. Select Sign-in info.
  3. Scroll to My linked accounts and select Manage email.
  4. Select Edit user information.
  5. Enter your wireless number and check Use this number to reset your password.
  6. Select Save Changes.
  7. Complete any final steps sent to your wireless number within 24 hours. Text message rates and other charges may apply if you don’t have an AT&T Wireless number. Check with your plan and provider.
Heads up: It can take up to 30 days before you can use your wireless number to reset your password. This is for both AT&T and non AT&T Wireless numbers.

 

Let us know if you have any other questions. Thank you for visiting the AT&T Community Forums.
 
CalebP, AT&T Community Specialist 

(edited)

New Member

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3 Messages

3 months ago

My problem is because of a defunct phone number linked to the email account. I have had an account with ATT for probably 20 years, landline & email, and never had any problems. I knew my original password, changed it and even answered my security questions. How is that not enough information?

ATTHelp

Community Support

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215.3K Messages

3 months ago

We can assist you regaining access to your email account, tackysue.

 

We'll send you a Direct Message to get started. Look for the chat icon in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

New Member

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3 Messages

3 months ago

Thanks. I had to reactivate my old at&t cell phone to gain access to my email. Requiring an at&t wireless in order to gain access is fairly shady change to make all of a sudden. As if my information to customer support while calling from my at&t landline & email address, passwords and security questions aren't enough to gain access. 

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