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fraziersims's profile

Tutor

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3 Messages

Fri, Jul 19, 2019 2:53 PM

AT&T won't send security code to allow me to log in

I have had this problem for 5 months!  I have always been able to log in to my account.  But starting a few months ago, I get a security page that says "Let's double-check that its really you".  So it asks where to send my code.  I check my phone number.  And a code never comes.

 

I have called AT&T at least 4 times about this.  Every time I get transferred around, the CS rep tried to reset my code, reset my password...still nothing.  I have spent at least, collectively, 4 hours on the phone dealing with this.

 

I have tried with different computers, different browsers, using the AT&T app, etc.  It all re-directs me to the"lets check if it is you.." screen, and I do not get a text message with a code.

 

There is still an outstanding service ticket btw.  I know because when I called last month, the rep said "Oh, I can see there's an outstanding service ticket on this."

 

You are a COMMUNICATIONS company.  My banks, CC and other online accounts can text me a code with no problem.  But my communications provider?  Nope.

 

I cannot pay my bill online.  I cannot see my account online.

 

Do not tell me to reset my password.  Been done by AT&T at least 6 times.  Cookies and web browser not the problem.

 

Please fix this.

Accepted Solution

Official Solution

Moderator

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1.2K Messages

1 دقيقة مضت

Hello Community,

We wanted to take some time to provide a resolution to this issue, as we've seen many comments on multiple threads asking about not receiving short codes or verification codes from specific companies.  Note:  Customers tend to have this issue more often after a Port In, Number Change or Device Manufacturer Change (iOS to Android or Vice Versa).

There are 3 primary reasons you may not be receiving verification codes, and we'll be providing steps to resolve each of them below.

  • A customer has inadvertently opted out of receiving the codes (most common) - To resolve this issue, simply send the word "Help" to the code you are wanting to receive from.  You should receive a message back advising how to opt back in.
    • If you do not receive any response back, you may have blocked this number within your device.  You'll want to go to your blocked numbers list and remove it (on iPhone Go to Settings > Messages > Blocked.)
  • Short Code Provider Issue (less common) - At times, the company sending the short codes can experience delays/outages when sending codes to customers.  I have experience this myself with a credit card company.  If you aren't getting codes after doing step 1 above, we recommend contacting the company sending the code to ensure there are no issues on their end.
  • AT&T Short Code Network Issue (Rare) - If you are still having issues receiving these codes, and have tried all other steps, you can escalate your issue to us via customer care (or asking a question in the forums).  There may be a back end issue causing you to not receive these codes, but it is very uncommon.  We can file a ticket at this point to determine if it's an issue on our end.

Overall, most issues with Short Code problems can be resolved by texting "Help" to the short code to re-setup your ability to receive these codes.  The second most common is customers accidentally blocking the code via their device.

As others have mentioned, this shouldn't be a SIM card or defective device issue.  If it is an issue on our end, it would be tied to your network profile information, not the SIM card.

Thanks

The AT&T Community Team

ATTHelp

Community Support

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200.2K Messages

3 y مضت

Hello @fraziersims,

 

Allow us to assist.

 

What type of device do you have? Some devices have specific settings in the Message section that may block certain short codes. If you see anything that involves blocking non-standard telephone numbers, then uncheck it. The device type will let us know what settings you can check.

 

We look forward to your response!

 

Collin, AT&T Community Specialist

Tutor

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3 Messages

3 y مضت

iPhone. With AT&T.

I’m able to receive codes from other institutions such as my bank.
ATTHelp

Community Support

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200.2K Messages

3 y مضت

Hello, @fraziersims,

 

Let's take a look at this. Which sites can you not receive verification codes from? Do you have the same issue when you use their apps? Which model iPhone is this?

 

Thank you!

 

James, AT&T Community Specialist

New Member

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1 Message

Hi,
I have the same problem. I already finished my account, but AT&T sent to me an email to pay bills.
I finished in February, and my email is [email scrubbed]. It's about internet and american number, but I already arrived in my country, Brazil. I tried to use the app but it doesn't work. I didn't receive any code and I can't loggin. I called to the international number, but nothing happened. Please return me!

(edited)

Constructive

Employee

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29.3K Messages

@lu_cadury accounts can not be accessed from outside the US

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

ACE - Sage

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100.2K Messages

@lu_cadury. You said you 'finished' your account, which I assume means you closed your account. When you close your account there is no more account to access online. Your final bill notice was sent by email but a paper bill would be mailed to the address of record.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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3 Messages

3 y مضت

I have an iPhone 8+

 

It is Only AT&T that I cannot receive a verification code from. I have not been able to log on to my account in over 5 months because I can’t receive this verification code. 

 

It is not not my phone settings - I’ve tried to get a code sent to al other 5 phones connected to my account, 2 of them Samsung. None of our phones receive the account verification code. 

Contributor

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1 Message

3 y مضت

I have the same problem.  Both on my computer and my iPhone 8.  No, it is not the sms settings.  It's the fact that ATT won't send a code.  You need to have someone in IT look at this

Contributor

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1 Message

3 y مضت

I have the same problem.  Can't log in to see my phone bill.  Code never comes to my phone.  I've tried logging in on a desktop as well as on my iPhone 8.  Doesn't matter.  No code sent.  Very frustrating!

Contributor

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1 Message

3 y مضت

I had the same problem, just checked my blocked phone numbers and found some short numbers that weren't regular phone numbers...unblocked those and it came through just fine now...

New Member

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3 Messages

I don't have any short numbers blocked, but still have same problem. I am on AutoPay, so every month I get text of bill payment, but can't get a code for security verification to log into my account on a computer.

Contributor

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2 Messages

3 y مضت

Same here, They should have an option to get this code via email too.

New Member

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3 Messages

3 y مضت

Same problem.

Contributor

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4 Messages

3 y مضت

I figured it out. At least on my Samsung Galaxy Note 8. I checked in my blocked messages and sure enough, they were there. I restore those messages and then I was able to get a code to login.

tfondren

Former Employee

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17 Messages

3 y مضت

I have the same problem. The app won't send the code. I select the number to send it to and tap Send The Code and nothing happens. I click the cancel button and nothing happens. Typical.

New Member

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1 Message

I've had this problem for many months now. I cannot log into my account via my PC. The code is never sent. I've tried different browsers, etc. The AT&T app on my iPhone works fine. This is a problem on AT&T's side. I routinely get codes from other sources and have no trouble getting messages from short code sources. Also, I cannot tell if these codes are blocked on my iPhone; I can't imagine how AT&T would've gotten blocked on my phone anyway. I also just discovered that AT&T's Call Protect app has the same problem: I just tried to log into the app to pehaps find any blocked contacts and was prompted to have a code sent and nothing happened. Somebody needs to get in gear with this issue.

New Member

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3 Messages

@tfondren did you ever find a solution? I’m having the same problem. Like it doesn’t even allow me to hit “send code” or “cancel”.

tfondren

Former Employee

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17 Messages

@Reggilb No, I never did. No replies with solutions here and I just gave up after a while.

tfondren

Former Employee

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17 Messages

@Reggilb Just to be fair, I tried again just now. Same result. Buttons don't work. Won't send, won't cancel. Won't work.

tfondren

Former Employee

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17 Messages

@Reggilb Kept trying and finally, it allowed me to send the security code request. I got the security code, entered it and got "Bad Request" error page. If this weren't so frustrating I would laugh.

New Member

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1 Message

2 y مضت

Exact same issue with my iPhone. I have no blocked numbers, they've changed my password twice. It didn't fix anything. I was on the phone with ATT for 5 & 1/2 hours Friday. I was hung up on twice and transferred 7 times. I don't think they know what they're doing. I've tried logging in on my phone, different browsers on different computers. Always the same issue. I'm close to my contract being up. I'll just keep calling to pay and switch to a different carrier when it's up. Interesting fact, as well, I was told that I have to pay a fee to call in and pay. Locking us out of our accounts then forcing us to pay a fee when we call I feel might not be completely legal.

(edited)

New Member

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1 Message

help! new to att, just got a A10e phone from walmart, login id and password ok, but each time i enter "passcode" it fails, help!

New Member

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1 Message

2 y مضت

let the screen sit for about 2 min, they grey "send code" button disappears so you can select the blue "send code". Once you receive the code enter it and select "submit". If it doesn't process immediately you may have to wait a few min to select "submit" but it will work!

Contributor

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3 Messages

2 y مضت

I just ran into this today.

 

My issue is that the phone # for my AT&T account is attached to a AT&T wireless 4G modem, not a phone.  I purchased said wireless modem through AT&T, years ago, after upgrading from my previous AT&T (Sierra) 3G modem which I had purchased over a decade ago, when I upgraded to the 4G modem a few years back.

 

The new login passcode is sent to my modem, which obviously doesn't have a screen or any way to handle text messages.  My other (flip) phone is through another carrier, so that other phone number isn't part my AT&T account login info as up until now there's been no reason to have it there.

 

I did try to access the sms messages on said modem today via the 'older software' but the messages stored there are from many years ago.  Windows 10 handles the modem internet connection protocols now, so I haven't needed a separate (AT&T or Sierra) control panel to use the modem in the first place for a number of years now (note that I am using said modem now to access the internet as I type this post).

 

I tried the 'just pay bill without logging in' option today but it said that my bill was already paid even though the monthly AT&T billing email noted that I had an outstanding account balance.

 

I'd go to my local AT&T dealer and pay there in person, but you know, COVID and all that...

 

2 factor authentication is all well and good, but for us 'modem only' customers there needs to be another option for us folks trying to log in to our accounts, so that we can view and pay our bills without having to call customer service.

(edited)

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