Purpose

Use this procedure when a customer needs to reset a forgotten AT&T password, change an existing password, or troubleshoot AT&T account sign-in issues.

Customer Symptoms

Customer wants to:

• Reset a forgotten password
• Change their AT&T password
• Update account security
• Create a new password
• Fix sign-in issues
• Resolve password errors
• Access their AT&T account
• Access AT&T Mail using their account credentials

Reset a Forgotten Password

If the customer does not know their current password:

1. Navigate to the AT&T password reset page.
2. Enter the AT&T User ID.
3. Enter the last name associated with the account.
4. Select a verification method.
5. Complete the verification process.
6. Create a new password.
7. Confirm the new password.
8. Save changes.

Change an Existing Password

If the customer knows their current password:

1. Sign in to the AT&T account.
2. Open Account Profile.
3. Locate Password under Your Info.
4. Select Edit.
5. Enter the new password.
6. Save changes.

Password Requirements

AT&T passwords must:

• Be 8 to 24 characters long
• Include uppercase letters
• Include lowercase letters
• Include numbers

Supported special characters include:

• 
  
  • 
    
• =

• 
  

  
  

• ?
• 
  
  • 
    
• $
• !
• _
• 
  
  • 
    

Password Security Recommendations

Avoid using:

• Names
• Birthdates
• Phone numbers
• Common words
• Sequential numbers
• Easy-to-guess passwords

Examples of weak passwords:

• 123456
• abcdef
• password

After Changing Your Password

After updating a password:

1. Update saved passwords on all devices.
2. Update passwords stored in web browsers.
3. Update passwords stored in email applications.
4. Update passwords stored in mobile apps.

AT&T Mail Users

If the customer uses the same credentials for:

• AT&T Account
• AT&T Mail

The new password must also be used when signing into AT&T Mail.

Troubleshooting Steps

Unable to Sign In

1. Manually enter the User ID and password.
2. Avoid using browser autofill.
3. Verify correct capitalization.
4. Retry sign-in.

Forgot Password

1. Select Reset Password.
2. Request a temporary password through:
   • Email
   • Text Message
3. Sign in using the temporary password.
4. Create a permanent password.

Password Not Accepted

1. Verify password meets AT&T requirements.
2. Verify password length is between 8 and 24 characters.
3. Verify unsupported special characters are not being used.
4. Create a new password and test again.

Password Works on Some Devices but Not Others

1. Remove stored passwords from affected devices.
2. Enter the updated password manually.
3. Save the new password when prompted.

Expected Outcome

Customer successfully resets or updates their AT&T password, signs into their account, updates connected devices and applications, and restores normal account access.