AT&T Community Forums

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.

Responses

Accepted Solution

Official Solution

ATTCommunityTeam

Moderator

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1.3K Messages

1 year ago

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

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ATTHelp

Community Support

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225.6K Messages

4 years ago

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

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fraziersims

Tutor

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3 Messages

4 years ago

iPhone. With AT&T.

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

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ATTHelp

Community Support

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225.6K Messages

4 years ago

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

3

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L

lu_cadury

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)

Like

4 years ago

0

Constructive

Former Employee

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32.9K 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.

Like

4 years ago

0

formerlyknownas

ACE - Sage

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113.5K 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 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.

Like

4 years ago

0

fraziersims

Tutor

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3 Messages

4 years ago

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.

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wendlanp

Contributor

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1 Message

4 years ago

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

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tdcrosslin

Contributor

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1 Message

4 years ago

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!

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happyfeeshie

Contributor

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1 Message

4 years ago

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...

1

0

S

shan0610

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.

Like

4 years ago

0