AT&T Community Forums

User ID password vs. Email password

I am unable to login to my email (bellsouth.net) which I?ve had for 25+ years and it seems to be a password issue. I cancelled my home landline many years ago so when speaking to an ATT representative, they show no records of me and are unable to assist. When attempting to access my email I get the invalid password message, so I try the ?forgot password?. That then takes me to my ?User ID? which requires a different password from the email password. I then get the ?Let?s update your profile? ? then I send verification code that was sent to me ? then message ?something went wrong?, we can?t complete your request at this time. It seems to come down to the User ID password vs. the Email password. I simply need to change my Email password ? not be directed to my User ID. I?ve tried the web service method via ?currently? and Yahoo ? but the same responses occur with no error codes. I?ve attempted this in different browsers, cleared cookies and caches ? for weeks on end but to no avail. I can really use some advice on getting this corrected. Thank you.

Responses

Accepted Solution

Official Solution

ATTHelp

Community Support

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232.9K Messages

13 days ago

Thanks for reaching us!

We understand your concern about your AT&T email. Let's get the assistance you require.

We recommend that you fill out the online webform with details about your email account and recent mailbox activity. Once submitted, AT&T will attempt to match the information provided against AT&T internal records to validate the email account.

If the account is deemed valid, an AT&T customer care agent will contact you to assist in regaining access to your email account.

Please feel free to reach out to us for further assistance.

Thank you.
David, AT&T Community Specialist.

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phyoomz

5 Messages

13 days ago

Thank you for getting back to me. However, there was no webform from your link, simply took me to my Profile / Sign-In info. There was nothing to complete or submit. This is extremely time-consuming and frustrating - I have tried everything for months and it seems as though I'm just chasing my tail. Please advise...

Thank you

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ATTHelp

Community Support

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232.9K Messages

13 days ago

Hi @phyoomz

We understand your concern. Let's get the help you need.

As stated by our specialist, the only option is to fill out the web form, which you have confirmed has already been completed. We appreciate your patience as there is no expected time of resolution.

For further assistance we're here to assist you.

Thank you for contacting AT&T Community Forums,

Maria, AT&T Community Specialist.

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phyoomz

5 Messages

10 days ago

Issue resolved! Thank you Community!!

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ATTHelp

Community Support

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232.9K Messages

10 days ago

Hi @phyoomz

Its great news that your issue has been taken care of. Please let us know if there is anything else we can do for you.

Thank you for contacting AT&T Community & Forums,

Maria, AT&T Community Specialist.

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Gmcwho

4 Messages

9 days ago

@phyoomz. I have the same issue with my email. I see that yours was resolved. Could you please let me know what you did to resolve it? I have been on the phone with AT&T for hours trying to get it fixed and they can't help me. Thanks so much!

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phyoomz

5 Messages

8 days ago

@Gmcwho - sure, you need to fill out the web form (takes just a few minutes) and then you'll receive a call from an ATT rep to walk you through resetting your password. I know how frustrating it is for you but I promise you this is the only route that works. Good luck!!

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kaygas

2 Messages

6 days ago

Same thing happened to me. Two days ago I was denied access to my email, (sbcglobal.net) that I have had for at least as long, 25+ years. Finding this community forum was nearly impossible, but I am glad I did. I was actually able to find a customer service number to help recover my email account, 855-410-7365 and talked to a representative. She said that after I filled out and submitted the form I will have to wait 7-10 business days for an AT&T customer care agent to contact me!!!! This is unbelievable. That will be nearly 2 weeks from now! I hope I don't get any urgent email between now and then !!! This (Edited per community guidelines).

(edited)

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phyoomz

5 Messages

5 days ago

They literally got back with me within 24 hours. They will say a week to 10 days to set expectations but they will get back with you sooner. Good luck!

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