My at&t prepaid account disconnected today but I just added money this sunday

Mine is too! What is going on? And you can't even talk to nobody right now because they're closed and I've been like logging into everything and clicking everything trying to figure out what's going on and I can't figure out what's going on. I'm (Edited per community guidelines) though

Same here exactly. Very frustrating.

Let's work together to get to the bottom of what's happening with your PREPAID service, @TayShelle. 

What type of device are you using? Customers using 3G and non-VoLTE devices are subject to immediate disconnect as we sunset the 3G network. If this applies to you, please upgrade your device to continue service.

Beginning March 1, 2022, we sent cancellation notices informing session-based customers that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device. 

We're looking forward to helping you through this!

Sydne, AT&T Community Specialist

So can we upgrade our device and have service restored immediately or do we have to start our accounts from scratch again?

same here, i just paid my bill on april 25th and it was disconnected yesterday may 3rd

@BrandieMathews @connor4714 

I won't pretend to be an expert on any of this. 

My experience is with getting international devices that I purchased from third party vendors compatible with the network. 

And what I'm asking/suggesting may not necessarily have anything to do with why your service was suspended. 

What are the exact makes and models of your phones?

Ex: Samsung Galaxy A51 SM-A515F/DSN 

(That's a model number for an international 4G  variant of a Galaxy A51) 

At&t was supposed to be doing a suspension of all accounts on May 3/4, with phones that they deemed incompatible with the network. 

If your device isn't one of the exact make and model numbers on the whitelist At&t created... they will not allow your phone to work on the network. 

The easiest/safest way to guarantee service from At&t is to buy a phone from the whitelist. 

There are workarounds that you can do to try to keep the phone you have (that's what I am doing  personally - my phone is a international Samsung Galaxy A70), but that's up to you. 

You can also try changing carriers, Tmobile doesn't appear to have the same requirements/restrictions as At&t. 

@nicolas 

Thanks for the explanation!

Can you explain what the workaround is that you did with your phone? (I want to try the same thing if it's possible)

I spoke to at&t and this is what they told me as well. I recently purchased my Cubot King Kong 7, so o definitely don't want to buy a new phone. I'm going to switch to TMobile today. They said I can keep my number and my phone is compatible with their network

Same with my husband and we figured it was his phone so to test it we put his sim in my phone (that's brand new bought less than 2 weeks ago) and it's still not working it still won't let me log in online and it won't even give me the options to try to do anything to resolve it over the phone automated thingy it just says that the customer service support whatever is closed and then hangs up

Same boat. Many are being told this happened because their phone is not compatible with the network (VoLTE compatible). My phone is compatible and I confirmed with them a year ago but they still disconnected my account with zero notice. It is impossibly frustrating and now we have to try to interact with these people without a working phone. I wish you the best of luck!

I think it's not the phone, it's the plan, but the paygonline website access to manage the account and change plans has been disconnected along with the number.

I also tried to link my old number to the new att.com page but got the message "That information doesn't look quite right. Try again."

The main issue is how to recover the old phone number.

Website access to upgrade plans or to get a new phone with the old number has been locked.

Changing carriers is another option but that would entail getting a new phone number.

I'm having the same issue today. I prepaid for a year, still have over 6 months remaining. Tried to login today to see why my mobile network isn't working only to see my account has been disconnected. If it's about the phone type like you're saying above I was given no notice. Tried the AT&T chat but it's just a useless bot. I can't phone in to customer service right now because my phone is disconnected. Right now I have a Huawei P30, if I get a new phone and they don't reinstate my remaining paid months I'm switching providers.