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New Member

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7 Messages

Wed, Apr 14, 2021 4:04 AM

numbersync won't connect to the right phone

I've been dealing with ATT customer service on chat and the phone for over 6 hours now with no resolution. My husband and I each have our own phone number but both are managed under his ATT Access ID. I just got a new Samsung phone and am trying to numbersync my Samsung watch to it. It will only sync to my husband's phone. I read in a few other places that I need to move my phone number to my own Access ID on order to get numbersync to sync to my phone. However, none of the many people I have talked to now at ATT have been able to help with this. How do I remove my number from my husband's Access ID so I can add it to mine? Right now if I try to add it to mine, I receive an error message stating that my number is already associated with another Access ID. Please help!!

Accepted Solution

ACE - Sage

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100.2K Messages

1 عام مضت

In order to use number sync with your phone line you must create an access ID for your phone line. 

You are 'removing' anything.  You are just adding User ID for your phone line. 

https://www.att.com/olam/unauth/showSlidIntercept.myworld

ACE - Sage

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100.2K Messages

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By the way you will need to factory reset the watch in order to sync it with your access ID

If I'm understanding your first post correctly, it sounds like he put his access ID onto both phone numbers?

(edited)

New Member

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7 Messages

1 عام مضت

Thanks for the response. I already created my own access ID but I cannot add my phone number to it. When I try to do that, it gives me an error message saying that my phone number is already associated with another access ID (my husband's). I don't see how I can add my phone number to my access ID without first removing it from my husband's access ID.

And I have already done a factory reset on my watch.

ACE - Sage

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100.2K Messages

1 عام مضت

Then you need to edit the access ID on your line.

If you can't edit online, you'll have to contact AT&T to edit.  I'm not surprised you're having customer service problem.  If you have to call again, Ask for advanced tech support.

New Member

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7 Messages

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Yes, I've called AT&T for help with this and they keep sending me to Samsung. I don't think it's a Samsung issue. I will try asking for advanced tech support, thank you.

ACE - Sage

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100.2K Messages

1 عام مضت

It's is definitely not samsung related.

It's account related.

You should be able to edit the access ID connected with your line.

   AT&T numbersync is a poor program.  I wound up switching to Verizon in the end of 2019, and they use something called number share which is extremely easy to connect to devices instead of. Nowhere near the amount of fussing around

ATTHelp

Community Support

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200.3K Messages

1 عام مضت

Good morning @OnlyOneWoman,

 

Thanks for reaching out to us. 

 

We would be more than happy to look into the Number-Sync issue you are encountering on your Samsung watch. We can certainly understand how frustrating this must be, and we want you to be able to enjoy your new watch.

 

Please may you provide the model of the Samsung watch and the make and model of the cell phone you are using.

 

We recommend to remove the Number-Sync on your husbands Access ID/ phone, and make sure there are no connected devices. Once the Number-Sync is removed/unpaired for your watch, you may be able to go in and add your watch to your own ID. After you have successfully Sync'd your device you may pair back any other devices.

 

 If you have already gone through this recommendation, please let us know so we may escalate your issue. It is possible that we may need to create a ticket, or explore our options if this is a known issue that is currently being worked on.

 

If you have any other additional questions or concerns, please do not hesitate to reach back out. 

 

Thank you for being a part of our AT&T family 

 

- Amber AT&T Community Specialist 

 

ATTHelp

Community Support

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200.3K Messages

1 عام مضت

Good morning @OnlyOneWoman,

 

We received a message back in our data base regarding your number-sync issue.

 

At this time AT&T has reported customers who are attempting to activate or have recently updated their software on the Samsung Galaxy Watch 3 (SM-R845U/SM-R855U) and Galaxy Watch Active2 (SM-R825U/SM-R835U) are unable to access Internet or setup number-sync for wearables. We are aware along with our team of engineers.

 

We can understand how frustrating this may be, and would like to apologize for the inconvenience this may have caused you. There is not an estimated time of restoral, however; we are currently working hard on fixing our number-sync issue.

 

If you have any other questions or concerns, please do not hesitate to reach back out. We are always happy to help.

 

- Amber AT&T Community Specialist  

ATTHelp

Community Support

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200.3K Messages

1 عام مضت

Thanks for reaching back @OnlyOneWoman,

 

I understand that you need to move your device from your husbands access ID to yours.

 

With this reported issue, the device is unable to be switched off your husbands Access ID as the device is not registering properly. We have found that this is a software issue, and is currently being being worked on by our team of engineers.

 

Until we have resolved this software issue, we recommend performing a full reset on both cellphone and watch to see if there is any change or improvement. (please make sure your device is fully backed up before performing factory reset.)

 

We appreciate your time and patience.

 

- Amber AT&T Community Specialist

New Member

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1 Message

1 عام مضت

I have also had the same issue and would have appreciated knowing that there was an issue with numbersync before making multiple phones calls between ProTech and Advanced Tech support. Each time they referred me to the other and couldn't help; quite frustrating after spending countless hours on the phone without success. 

New Member

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2 Messages

2 m مضت

Did this issue get resolved? I'm having the same problem.

ACE - Sage

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100.2K Messages

2 m مضت

Yes it was resolved. 

Are you creating a separate access ID for each phone line on your account. That access ID is used to set up number sync on a companion device

New Member

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2 Messages

2 m مضت

It won't let me create an access ID for my number that is included in our family plan because it's already on the access ID under my mom's account and that account already has a number sync set up

New Member

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7 Messages

2 m مضت

@Tackettsage I'm sorry you are dealing with this as well. I know how frustrating it is! I never was able to get numbersync to work properly on my old Galaxy Active2. However, I recently was forced to upgrade to the Galaxy 4 after my old watch gave out and was eventually able to get numbersync working on that device, though I still had to call ProTech and get some assistance. Note that this is despite never successfully moving my phone number to an access ID for myself (it's still with my husband's access ID).

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