AT&T Community Forums

I am the daughter of an AT&T Account Holder who is my Mom. My Mom is in the hospital. She has dementia and does not remember her passcode

Hello, my name is Melanie and I am the daughter of an AT&T wireless account holder. The Account holder is my Mom and she is in the hospital. Her cell phone is turned off due to Non-Payment. I want to pay her Bill, but when I try to pay online, I can not get access to her account online because I don't know her Access code nor User ID. I also don't have access to her Recovery Email. My Mom has dementia and does not remember ID's, passcodes, or passwords. I would really like to pay her bill online and have access to her account online so I can connect her account to a Bank Account and set up automatic payments. Can someone please help me. I need to have my Mom's cell phone service turned back on.

Responses

Accepted Solution

Official Solution

OttoPylot

ACE - Expert

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24.9K Messages

4 months ago

@Diamond747 Make sure you go to a Corporate Store and not a Retail Store. You can probably do what you need to do at either store but a Corporate Store is more likely to give you accurate information and not try to sell you something. Retail Stores are not owned or operated by AT&T and they do not have AT&T employees. You can either check the Store Locator on AT&T's website to see if it is Retail or Corporate but it's not a bad idea to ask as well when you go in just in case.

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Accepted Solution

MicCheck

ACE - Expert

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14.4K Messages

4 months ago

If you have POA, take the paperwork to a corporate AT&T store and they should be able to help you get access.

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skeeterintexas

ACE - Expert

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28K Messages

4 months ago

Does anyone have a Power of Attorney for your mom?

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dwill05

ACE - Master

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11K Messages

4 months ago

Sorry about your Mom, but this is absolutely not the right way to get AT&T’s attention. All AT&T will tell you is that you have to contact them.

https://www.att.com/support/contact-us/

Also, you are likely to need some sort of documentation like power of attorney to be able to get into your Mom’s account. AT&T would be the ones to tell you what they need

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Diamond747

6 Messages

4 months ago

Thank you for your response. I will try to contact AT&T and ask if I have power of attorney, will I be allowed to access her account.

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ATTHelp

Community Support

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232.9K Messages

4 months ago

Hi @Diamond747, we understand how difficult this time is for you, and we're here to help in any way we can.

We do have an option to help you with this case, but the Community Forums is a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

Please reach out to us here if you require additional help.

Thank you for contacting AT&T Community Forums.

Andrew, AT&T Community Specialist

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Diamond747

6 Messages

4 months ago

To the AT&T employee who answered above (Andrew) I used the link you sent me, and spent almost a half hour in a chat with an agent, only to be told at the end, that I probably need to go to an AT&T STORE to be helped with this issue.

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