AT&T Active Armor App Issues

Hello @jordan_barker11, we understand that you're experiencing errors with your AT&T Active Armor subscription and we want to help. 

First, to confirm that you're on the correct wireless plan for this upgraded subscription, let us know your current plan. Be advised, you'll need to be on our Unlimited Elite or Extra plan for advanced security features. 

Also, be aware public Wi-Fi protection requires setup; the feature is automatically enabled when your device joins a public (unencrypted) Wi-Fi network unless an alternate VPN service is active. This won't work when using certain video streaming apps or Wi-Fi calling on certain devices. It also, doesn't work while roaming internationally.

Feel free to review more options and helpful details regarding our AT&T Active Armor feature. Be sure to reach back out and let us know how this information helped. 

Thanks for contacting the AT&T Community.

Lynn, AT&T Community Specialist

Hi Lynn, I’m currently on the Unlimited Elite plan with the Active Armor Advanced add on. I have wifi calling turned off, as well as no apps open in the background. I have tried on my home Wi-Fi (Fiber 😉) as well as the 5G network and I continue to get the same error message “Subscriber account type is not eligible for secure WI-FI VPN Service” and then brings me back to the start page of the app. Nothing is available to use for me on this app. Please help. 

Hello, @jordan_barker11 we're happy to help with tips to get your Active Armor Advanced up and running. 

First make sure that you have the following requirements in order for the app to function properly. To use AT&T ActiveArmor mobile security, you must have:

• AT&T Wireless or AT&T PREPAID service
• iPhone 6 or newer with iOS version 12+ or higher or an Android smartphone with OS 11+ or higher purchased through AT&T
• HD Voice enabled-  • HD Voice-capable smartphone

Is active armour the same as call protect?

I installed active armour but it's not showing up in my apps page but does show under the apps list in the settings.

I have repeatedly uninstalled and reinstalled ATT Active Armor on Android phone and I can't get past the Continue page.  I keep getting error code SPE500.

this is the error I’m getting. The app was just updated. I’m unsubscribing until this thing gets fixed

How is AT&T this useless, why change something that was already working decently.

Thanks for useless message. 

I was having this issue today, it turned out to be a permissions problem. I thought about one of the comments here mentioning that it says the system is unavailable and thought it would be having trouble accessing some things to work. I checked and for some reason the app/service had suddenly been denied all permissions, so I gave the permissions back to the app and it's working fine again.

EDIT: For reference, the error code I was getting was the same as another person here: SPE500. I'm on android so I'm unsure if this will show up for iOS users if the above screenshot isn't of the same issue.

Active Armor is a piece of **** app. Glad to see that AT&T is closing its forums in a few days?? Heaven forbid folks who are having issues know that other folks are having issues. Here's my ActiveArmor cautionary tale:

I have been (and am still) in (Edited per community guidelines) with my iPhone on AT&T since mid-April 2024. It is now late June 2024.

I am convinced that my issues are all the result of ActiveArmor, which, like the OP, I never activated on any of our phones but which, soon after an ios update, seemed to be the culprit for the very situation the OP describes, plus delayed texts coming through for 2-factor authentication, calls not connecting when calling out, callers not being able to connect to my phone at all (never rang through), calls dropping randomly.... This is my personal and business phone (and August is my busiest work season of the year). I had an iPhone 13 purchased in 2021. We have four other phone on our account: 2 iPhone 8, 1 iPhone X, and another iPhone 13. None were affected except if they were trying to call me or calls dropped while we were connected. 

When everything started happening, I went to an AT&T location and the rep who helped me identified the issue as being related to ActiveArmor. He downloaded the app and we could see all the blocked calls. He turned off the blocking, checked on some other phone settings, and sent me on my way for 2-3 days of bliss with my phone working as it always had -- correctly. I won't go into all the details, but will say that the following steps were taken to correct the issue; each "fix" worked for a short time and then the trouble would start again:

1. Visited AT&T store; discovered Active Armor issue. 10-minute drive to store + 30 minute wait time (busy store), resolved issue for 2-3 days.

2. Spoke with AT&T via phone; asked for ActiveArmor to be completely disabled (at the time, it was the only thing you could do -- the opt out didn't exist). Rep also told me to replace my SIM card. On hold for 15+ minutes, 15 minute call, resolved issue for 1-2 days.

3. Went to AT&T store where a skeptical rep replaced my SIM card. Drive to store + 20 minute wait, resolved issue when tested in the store with issues resuming 1 hour later.

4. Called AT&T tech support and spoke with an agent for 1.5+ hours while we went through countless settings, tried multiple restarts, tried resetting the network connection. 15+ minutes on hold, 1.5+ talking to rep, resolved issue 1-2 days.

5. Called AT&T tech support but was connected to an Asurion rep who told me that I needed to activate an eSIM, which he was confident would fix all the problems. 15 minutes on hold, 25 minutes for call, resolved issues for 1 night.

6. Called AT&T on a Friday and spoke to super helpful rep, Shameem FOR 2+ HOURS. Tried all the same stuff; she had me remove the physical SIM card (the prior rep had not told me to do this and set up new eSIM cards twice. About an hour in, she let me know she was going to also connect with a senior tech agent to help; she relayed info back and forth. That tech kept blaming the issues on my connectivity and service at home -- despite me letting him know that no other phone in our house were affected and the fact that I traveled across three states and it happened everyplace I went on that trip and every place I go locally. Finally, Shameem told me she had been directed to have me talk to the senior tech directly. I was sent a text (which miraculously came through) with a "special number" and PIN. Then, my (old) cordless house phone battery died and I had to wait 20 minutes to get hold of one of my kids' phones. Called the number, gave the pin, sat on hold, got a new tech and had to fill him in on the history because the notes the various reps were adding to my file were incomplete, told to backup my phone and reset it entirely and if that didn't work, to put in an insurance claim for a replacement because of a hardware issue.  35 min on hold; 2+ hour call; 30 min on hold; 30-min call; 45 min backing up and restoring my phone. issue not resolved. 

7. On Monday, called Asurion and was told my deductible to replace the phone was $275, close to half the current value of the phone. 30+ min on hold, 10-min call. Hung up and...

8. Called AT&T and ordered aniPhone 14. Paid off my iPhone 13. Asked for Active Armor -- which continued to show up on the account for my phone) to be fully deactivated. 15+ min on hold, 40+ min on call, 3 day wait for new phone, 45 minute to set up new phone. ISSUE STILL NOT RESOLVED.

9. Received new phone three days ago and set it up 2 days ago -- while more calls are coming through and the text issue seems to be better, the phone is still dropping calls, sending some calls directly to VM, and requiring dialing multiple times to connect.

10. Last night, went back into AT&T app and saw that Active Armor WAS STILL ACTIVE ON MY PHONE, despite the many times I requested it be deactivated. By chance, I came upon the opt out option. Opted out, restarted phone, and can finally see it's no longer active on my phone (according to the app), but had for missed calls that went straight to VM or didn't ring through to me and four call drops during 2 phone calls, including one with my boss.

It's now Friday again. I have wasted SO MANY hours on this, paid money to pay off my phone, spent time setting up a new phone -- ONLY TO STILL HAVE THESE ISSUES. I feel like ActiveArmor has somehow glommed onto my phone number and that I won't be able to fix the problem without getting a new phone number -- which means changing the number I have had for 11 years and every medical record (family of 6, two with chronic illnesses that required a lot of care coordination)-- in other words, spending more of my time on trying to get have the service I pay for actually work so I can do my job and manage my personal and household needs. I will be transferring myself to an iPhone 11 we have to see if the issues continue. If they do, I think there's no way to deny that it's the phone number, so I will put in for a new one -- probably have to pay a $35 activation fee for the privilege -- and start making changes to vital accounts and records to update my number. The rep Shameem gave me a $15 credit on my account for my troubles and the rep at the AT&T store comped me a $7 SIM card. All the rest of the cost and resources are on me.