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mvtimm's profile

Contributor

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2 Messages

Wed, Jul 31, 2019 3:50 AM

multi line invitation failing

While looking to lower my cost on my 5 AT&T phones I contacted the online chat in the beginning of June. I seen the 8gb plan had 8gb bonus data if you switched-activated before July 7th. I told her I wanted to switch my 5 post paid phones over and questioned her if the 8gb bonus was online only or in the store. She informed me it would be honored in both places. She said that due to my billing cycle she couldn't do it for 50 days (June 11th). This prompted me to go 2 towns over to a corporate store to get the switch going and start the savings. I picked the 8gb plan and they were great to work with. He switched my phone and 2 others while in the store and set up my online account so I could invite my family  to a multi line account. he stated the bonus data would show up in 3-4 days. After I went home I added 2 lines to the account with no issues. My son and daughter are 3 hrs away in school and they went in and switched over to prepaid 2 days later. I invited my son and all went well. A couple hours later when trying to add my daughter it failed on my end and showed up failed on her account. Contacted customer care and said I would have to wait til the next month and add her. No one could answer why I added the 4th line earlier in the day and the 5th failed. At that time I question the bonus data and was told by a supervisor that it could take up to 10 days. 10 days later and still no bonus data. A couple more hours on the phone and nothing was resolved. A day before my July auto payment was scheduled to go through I spent another 1.5 hours with customer support with no resolution on the multi line or data. Another trip to the corporate store with hopes they can resolve it. I ask for a manager and the Manager sits down with a tech and myself to see if they can help. he informs me that im not eligible because I was a 10 year customer not a new customer but would work something out after I told him the tech in the store and the AT&T transcript that said Im eligible but first we would work on the multi line issue (July 12th). He couldn't get it added so asked me to contact him the next day. The next day I get a text from a strange number and its my daughter. AT&T lost her number and gave her phone a new number.  That took several days to get it back and still couldnt add her to multi line. July 17th I was told another case was opened and within 24-48 hours I would be contacted. No one ever contacted me from support so I contacted The Manager and he would look into it.  That was July 21st and  I have been trying to contact him almost daily with no luck. So far this is the worst experience I have ever had with any service I have ever had including cable tv. LOL!!!  All I can do is laugh at what has happened and not really surprised they have given up and not contacted me back. One more trip tomorrow on my day off and if its not resolved I guess Its a sign Im not meant to be an AT&T customer anymore.

ATTHelp

Community Support

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195.7K Messages

3年前

Hello @mvtimm,

 

Thanks for providing your feedback, we'd like to address this situation. Allow us to provide you with some more details in regards to this AT&T PREPAID promotion. In order for you to be eligible for the double data, you would've needed to activate a new prepaid line. Unfortunately, postpaid migrations aren't eligible for this promotion. Also, if you would like to Invite members to your PREPAID Multi-Line Account, you can get started by following the steps at the link that was previously provided. Please let us know what issues you're having, if any, with inviting members to join your Multi-Line Account.

Jacob, AT&T Community Specialist

Contributor

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2 Messages

3年前

Error!

 

There has been an error while sending invite.

 

Have tried at least 50 times since June 12th along with several people with customer service not being able to add my daughter Also the corporate store manager cant add her either.

 I understand the data part but was told by 2 different people I qualified before knowing I didnt. 

ATTHelp

Community Support

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195.7K Messages

3年前

Hello @mvtimm,

 

Thank you for letting us know. We do apologize if any misinformation was provided to you in regards to our AT&T PREPAID double data promotion. We'd be more than happy to see what can be done about this issue that you've been experiencing with inviting your daughter to join your multi-line account. We'll be sending you a private message to request account information shortly.

 

Sean, AT&T Community Specialist

New Member

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12 Messages

2分前

I have the same problem. My second number on the multiline account was deactivated by mistake during 3G sunset in March 2022. AT&T restored the number, but since then I have been unable to get the second line back to join the multiline. When I click on the invitation, I get the following error:

Error!

There has been an error while accepting invite.

I have sufficient funds on the primary account that is sending the invite, and have also waited for 30 days before trying again. AT&T support cancelled my first invite and created a new one from the account holder, but they could not help me get the second line to join the multiline account. They have created a case for the back office support which didn't resolve anything, and reopened the case again but so far my secondary line is still not able to join the multiline account after over 45 days of trying!

ATTHelp

Community Support

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195.7K Messages

2分前

We want to help you manage your AT&T PREPAID Multi-line account, @Andrew26

 

Please answer the questions provided below, so that we can review your eligibility: 

  • Which PREPAID plan is your second line on? All lines must be on a monthly rate plan of $30 or more to be eligible to join a Multi-Line account. Other monthly, daily, and pay-per-use plans aren't eligible.
  • Are you receiving the invitation via text to join the account? Sharing this will help us determine the root cause of things. 
  • How many lines do you currently have on your Multi-Line account? For personal accounts, you're only allowed to have up to 5 lines (1 account owner and 4 member lines). If the deactivation of the second line left your account with only one line(account owner), then you may need convert to a multi-line account again.

Here's how to convert to a Multi-Line account

  • Sign in to your online account
  • Select Multi-Line Discount.
  • Choose the account type, Personal or Business.
  • Select Keep Your Current Plan or Select another plan.
  • Read the AT&T PREPAID Multi-Line terms.
  • Select I agree to change your account to Multi-Line.
  • You’re ready to invite others to join your plan

How to accept or decline invitation from the account owner: 

  • Sign in to your online account
  • Select the invitation under Learn more about this invitation.
  • Review the info about joining a Multi-Line account and how it affects your plan and payments.
  • Follow the prompts to either accept or decline the invitation. We’ll let the person who invited you know what you decided.

Looking forward to your response! 

 

Sydne, AT&T Community Specialist

New Member

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12 Messages

2分前

My second line was on the $30.00 a month plan. When I send the invite from the primary account, I selected the $30.00 plan. I have also added an extra $30.00 to the primary account so that it has sufficient funds for the second line.

Yes, I receive the invitation by text to join the account. I also have the invitation in the account of the second line, when I login to paygonline.com. I have tried both options, to accept the invite by the text and also by the online option. Both attempts to accept the invite result in the same error:

Error!

There has been an error while accepting invite.

I have only one line for the primary account (one account owner) and the second one for the multiline (one member line). Both these numbers were in the multiline prepaid for years, until the recent problem few months back. I do not have more than two lines (phone numbers).

Yes, my primary line (account owner) is a multiline discount account. I just logged in to double check as that's the only way I can send a member invitation message. The only option I get is to change my primary line back to an individual account. Please see the attached screen shot.

I have already followed all the steps in your message and have a case open with AT&T tech support. They also tried to help me send the invitation again and try to accept it from the member line while on several calls with them but it failed. The AT&T support supervisor noticed an issue and had a case opened with support back office but so far that hasn't resolved the issue.

ATTHelp

Community Support

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195.7K Messages

2分前

We appreciate the update, @Andrew26

 

Have you tried changing your primary line back to an individual account then restarting the process of converting it to a Multi-line account? If not, please give it a try. This may help with a resolve to the error you're receiving.

 

Also, is the ticket still open with our back office or has it been closed? Sharing this will give us an idea as to what the next steps should be if the above doesn't help. 

 

Keep us posted! 

 

Sydne, AT&T Community Specialist

New Member

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12 Messages

2分前

I waited a couple of days then switched my primary line to an individual account. After waiting another day I converted the primary line to a multi-line account and sent the new invite.
The invite was received on my secondary line and I followed the steps to accept it but still get the same error:

Error!
There has been an error while accepting invite.

I haven't received any updates on my ticket with the back office support till date. It is case # 000000310270826. Could you reopen it if it's been closed and let me know the next steps to resolve this issue?

New Member

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3 Messages

1分前

We are having the same issue with adding a fourth line to my multi-line account. Have you had any success yet? If so, what needs to happen, because I have been trying since May 2022 to add it. They told me to wait 30 days and then try again, which I did, but the line receiving the invitation shows the same error message.

New Member

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12 Messages

1分前

No, AT&T haven't been able to resolve this issue so far. It's been over a couple of months. I call AT&T support almost daily. They even switched my secondary line (with the problem) to a daily plan while the AT&T back office troubleshoot. I was told by a supervisor over 4 weeks back that someone from AT&T will call me back but since then no response. Each time it's a different support person that answers the call and they start the troubleshooting all over again.
I am a long term customer of AT&T (well over 10 years on each line) so this level of service to resolve a common issue that other AT&T customers also have speaks poorly of them!

New Member

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3 Messages

1分前

Ah I see. I agree, this issue seems to be pretty common. Something they should be able to fix.

New Member

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12 Messages

1分前

Yes, I agree. Interestingly I work in IT itself and years back did projects for couple of large telecoms. Those were the days of 2G/3G, so while I am familiar with some of the tech I don't know what's the issue with 4G/5G that a common problem cannot be resolved so far.

In my sr. IT management roles I could never get away with something like this and would have my team implement a fix ASAP if it was a customer facing issue. I wish someone up the chain in AT&T IT support would at least provide an update on a common problem that AT&T customers are facing... they have left the first level AT&T support (all outsourced) to resolve these issues, and I can barely get those guys to understand the problem in English each time I call tech support!

New Member

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12 Messages

1分前

I have an update - my multiline problem with one of my member phone lines was finally resolved by AT&T support. This was my second case # 000000311267621 ( case opened June 28th, 2022) that was resolved by tech support at AT&T back office today (July 1, 2022). For anyone facing the same issue, feel free to reference both my cases above when you call AT&T prepaid support at 611 in the US. You have to be very specific in stating that the case the support opens is for the "multiline error" (error copied below, italics and bold). I think it takes at least 2-3 cases to be opened before they resolve the issue. Note - when you call AT&T support, they won't find my case number under open cases as it's resolved, so you have to ask the support person to look under closed cases (tickets). If they can't find it, ask them to connect you to a supervisor who should be able to look up my case number and understand what AT&T had to do to fix this issue.
In my case situation, the problem started in April, 2022 and was resolved almost 3 months later after at least 15-20 calls and hours on the phone with tech support!

Multi line account acceptance error message

Error!

There has been an error while accepting invite.

Hopefully, it will help others get similar issues with multiline resolved.

All the best and God bless!

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