Can't Login to SBC Email or Reset Password - Redo (#2)

We're here to help you log into your e-mail, @JJessicaP, and we apologize that you had to go through this experience.

Since your e-mail isn't letting you reset your password, we would like to invite you to a Direct Message to further assist you.

Keep an eye out for a notification at the top right-hand corner of the forums, next to the bell icon, for our Direct Message.

Looking forward to talking with you.

Donovan, AT&T Community Specialist

...Groundhog Day begins again, 3rd request for help: https://forums.att.com/conversations/att-mail-login-security/cant-login-to-sbc-email-or-reset-password-redo-3/6310fafad9a8b404da755fb8

We understand constantly resetting your password can be frustrating, @JJessicaP.

This is a known issue, and we are working to resolve this as soon as possible. We encourage you to learn all about Care Code: 205.2, which includes workarounds and causes.

If you have any other questions, please let us know. Thank you for contacting AT&T Community Forums. We appreciate your patience.

Tyler, AT&T Community Specialist

@tonydi et al:  I called in today and after waiting on hold was able to finally speak with a manager at the call center. He expressed acknowledgment of this as a widely known issue going on for, at least, several weeks. He said the customer service call center there where he is, up until very recently (yesterday?), had the ability to verify identity by phone and provide verbal assistance to reset password and get folks logged back in, but he said as of *today 9/1/22* upper management revoked their ability to verbally help with password reset due to security reasons, ie hackers calling in. This has apparently thrown them into darkness for handling customers. So the manager said his hands were tied, he was unable to assist, and in the spirit of transparency said AT&T and Yahoo 'are working on it' but don't have a resolution for now. Advice is: I should 'stand by and watch the AT&T Forum for more info'. Hope that helps somebody else whose hair is on fire about this languishing today.

I having the same problem too email signed out from my phone. So I have no email access to get code, wouldn’t let me through security question even though I answered them correctly, and I have a new phone # so I can’t get a text. And even though they can see my account they won’t put my new # in. And I was able do it with even higher accounts. So their response is make a new soo many accounts I have to go through to change email especially for billing payments.

@JJessicaP    Yeah, I was shocked when it appeared some CSR's were actually giving out temp passwords without any way to verify actual ownership of the account.  That's an absolutely horrible security procedure for exactly the reason why they've now stopped. 

Perhaps a better solution, one that would require that 1) AT&T actually gave a crap and 2) AT&T would do more than the bare minimum amount of work, would be to let the "owner" of the account verify legitimacy by providing some details about the content of the account.  Like, what are the names of some of the people/companies you've recently corresponded with, name five people in your contact list, etc.

But since 1 & 2 are really unlikely, they'll just tell you sorry, you're out of luck.

@ATTHelp Hello AT&T Community Team, please contact me via direct messaging to assist with unlocking my account when you're able. I'm not able to use the workarounds mentioned in the forum for Care Code 205.2, ie 'Forgot Your Password' etc. Thank you.

@ATTHelp Hello AT&T Community Team, please contact me via direct messaging to assist with unlocking my account when you're able. I'm not able to use the workarounds mentioned in the forum for Care Code 205.2, ie 'Forgot Your Password' etc. Thank you.

@JJessicaP  It's my understanding that since the ATTHelp people don't actually use this same forum software as all of us customers do, the "@ paging" function does not alert them with a notification.  So they may or may not come back to this post.