Mail Sign In Rejects Correct Password and Then Forces Password Reset On First Try

@ATTHelp There’s a bigger issue here than just cache and cookies if all of the legacy domains are impacted. 

additionally, I’m not trying to reset my password every time I want to access my email, as I don’t have this issue when I log in to view my bill. 

so if it can work so that you can get paid it needs to work when I want to access my email. 

lena 

Moving this whole thread to the Email forum.

I noticed this issue above has been going on for over 4 months.  Why hasn't this been resolved?  I am experiencing this now (actually everyday).  I agree this is bigger than cache and cookies - although I did try that.  Do I need to move my email account to Google?

No telling why it's still happening.  AT&T has said they know the cause and if what they say is true and they aren't holding back some important details then it should be trivial to fix.  Yet, here we are months after they identified the cause and no fix in sight.

Moving to any competently run email service is definitely the best choice.  I usually suggest Gmail because they have an Import tool that can pull over all of your AT&T email and contacts.  But if that's not a factor, Microsoft (outlook.com/live.com) is also a good alternative.

Your email is probably trying to be reset by hackers as they probe for info take over your account.  My email was having that done all the time.  I also noticed that some of my settings on the At&t account would get changed. One time the changed my user name.  The hackers finally figured out how to get my password reset.  My mistake is the the att email account was my gmail recovery address.  Hackers eventually took over control of my gmail account by reseting my password through my att email account.  Once they had my gmail, they were able to access my other accounts because all the passwords I saved on chrome.  I did get control back finally, but it was so nerve wrecking, I couldn't sleep for a week.  They also cloned my cell phone number which was also through Att which is really how they finally got into my gmail account.  Long story short - there is a security weakness on Att email and I would definitely try to get any accounts tied to Att email switched to a new email address.  By the way,  I was not able to figure out a way to call into att support when all you have is a legacy email account. (My phone was managed by my employer) I suspected hackers for weeks, but I couldn't get through the automated phone  support system to report it. 

WOW - what a scary story..  Thanks for sharing.  I will definitely make some changes!

having the same issue. Can't access my bellsouth email after 20+ years of it working fine. Thank you to whoever messed everything up!

My dad can't get into his email (domain att.net) AT ALL.  He's not even able to reset his password.  He keeps getting this message when he tries:

"Hmm… we can’t reset your password. We don’t have the account details we need to reset your password right now. To get help, call 800.288.2020."

When you call the number, the automated voice response doesn't understand what you are asking for.

I'm advising him to get a new email, because honestly this is preposterous. But obviously he's concerned that his information has been compromised (which I suspect it has) No one I know who has a yahoo account seems to have an issue, so this is clearly an AT&T problem.  

@kikidee 

I had the same problem I was able to get it resolved. Just keep pressing things till you speak to someone they need to transfer you to a special department 

Since the email account you have is a free email account, you'll need to reach out to our Digital Assistance Center (DAC) for assistance with recovering it. You can reach them by calling customer care at 1(800)288-2020 and requesting a transfer over to them from there.

Thank you for bringing this to our attention, @kikidee. We do understand that your father is unable to get into his email account. We can help with that. 

Thank you for trying the password reset flow. Since the password reset flow was unsuccessful, we are going to move in a different direction. 

Our next step is to move this interaction into the Direct Message space. You will notice a chat icon, next to a bell icon located in the upper right portion of this thread. Our next message will appear there. 

In the meantime, please gather the account information together, because we will ask for it. 

Looking forward to working with you and father soon. 

Matthew, AT&T Community Specialist