Our Community Forums will be closing on June 27, 2024. Please visit att.com/support for all your support needs.
Need help understanding your bill?
Contributor
•
5 Messages
Wednesday, November 30th, 2022 4:07 AM
My family has multiple user ids, as we have services at different addresses. Recently, I've been unable to access the account for my parents' address - they have a legacy dsl line, and our wireless services are also associated with their address. When I try to login using the login id associated with that account, I'm redirected to directv.com, and automatically logged out because there is no tv service associated with that account.
I've tried clearing all cookies, and the issue persists. Searching the forums, this seems to be an ongoing issue for the site. At this point, I can't login to the att site to pay our bill.
Questions
•
Updated
2 years ago
335
4
Responses
ACE - Expert
•
14.4K Messages
2 years ago
That's annoying. Have you tried a different browser or a Incognito/InPrivate window?
Community Support
•
232.9K Messages
2 years ago
Let's work together to get you back into your family's account, @wharvison. We understand the importance of being able to pay your bill in a timely fashion.
We recommend using another browser as @MicCheck suggested or trying logging in from another device.
Also, make sure you're signing in with the correct ID. Can't remember your ID? Find it now.
For easier access, you can combine your user IDs. Keep in mind, combining IDs doesn't combine your bills or bundle your services. It just lets you access multiple accounts with a single ID and password.
- Go to yourmyAT&T account overview. Sign in, if asked.
- ChooseCombine all your AT&T accounts to one ID.
- Follow the prompts to complete the process.
Once you complete the steps, we may send you a one-time code. Enter this code to finish combining your IDs.
Learn more about accounts and user IDs.
If you're still having trouble, you can pay without signing in then meet us back here so that we can take a more advanced approach. Keep us updated!
Sydne, AT&T Community Specialist
Contributor
•
5 Messages
2 years ago
I'd prefer to not have to combine the ids. I'd like for my parents to keep their id so that they can manage their account...should they ever be able to actually access your overly complicated site. Their legacy dsl account is the only internet option available where they are, and the att site has so many images and scripts that it won't load for them, which is precisely why I have to login and pay their bill for them.
I've tried accessing the site from another browser, and run into the exact same issue - when trying to login with my parents' user id, which is the one associated with the family wireless plan as well as their dsl, I'm prompted for a four digit passcode. I've tried using the passcode, which I know, only to encounter the following:
generic exception in multiple account validate passcode
When I try to continue, by choosing to continue without the passcode, that's when the redirect occurs, directing me to the directv.com site, where I am logged out because my parents do not have a directv account. I can't understand for the life of me why the att site needs to redirect to the directv site - especially considering that the two are "separate companies". It should NOT be this difficult for your customers to do something as simple as access their account and pay their bill or manage their account. Considering the sheer volume of previous posts I've seen like this one from searching google and the forums, I'm surprised a company as large as AT&T has done so little to fix this, and the generic suggestions of "clear your history, clear your cookies, try a different browser" are just a slap in the face.
Community Support
•
232.9K Messages
2 years ago
We want to help you gain access to your account, @wharvison.
Let's meet in a Direct Message on this. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
We'll chat soon!
Sydne, AT&T Community Specialist
Not finding what you're looking for?
Ask a question
New to the AT&T Community?Start by visiting theCommunity How-To.
New to the AT&T Community?
Visit theCommunity How-To.
