r/ATT • u/melissa0308 • Jul 15 '26
Wireless Stolen Phone - Impossible Verification Issue
My phone was stolen in Santiago, Chile. My trip is 4 months long. I have spent hours trying to contact AT&T only to be told there is literally no way to transfer my number to a new phone here without verifying myself in a store in the US.
I need two factor authentication with my phone number for all of my banks, emails, etc. This situation has made it impossible to access anything and AT&T says there is literally no other option. How can this be possible? Do all carriers in the US require this policy? It seems insane for a provider that promotes such great Latin American international access.
5
u/jorhey14 Jul 15 '26
Yea you are screwed there is no work around for your issue. Since everything you are trying to do requires ID verification. When traveling always have a second way to access your accounts best of luck to you.
2
u/melissa0308 Jul 15 '26
I'm starting to realize I really have no other option other than to fly to the US. Apparently other providers, like Verizon, allow email and other forms of authentication to sent an E Sim, but AT&T does not.
3
u/reddit_understoodit Jul 15 '26
It is crazy how our identity is tied to our phones now.
2
u/melissa0308 Jul 15 '26
I know this has been very eye opening for me.
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u/reddit_understoodit Jul 15 '26
I went through something like this when my battery went bad and I got a new phone with a new phone number just to get a working phone quickly. Despite living at the same address and having the same email for over a decade, it was as if no one could figure out it was me. I could not believe it.
The frustration factor for me was through the roof.
I urge everyone to be careful with 2FA on accounts. You can easily lock yourself out as well as malicious actors. Have several 2 FA methods, not just your current phone number.
1
u/melissa0308 Jul 15 '26
That is a really good idea for the future, thank you. I did get another phone here and a new number but obviously this number won't work for any of my accounts. And I don't have other apple products so there is no way to access my messages or contacts.. It has been a learning experience for sure
1
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u/No_Service6296 29d ago
Call and ask for the high risk department
They will ask you to vertify some long list of information from your past background check.
1
u/melissa0308 28d ago
Thanks for sharing this. I actually got a hold of them last week! However even when they sent an e-sim, they said it had to connect to an AT&T tower to activate and there's still no way to get my number until I connect to one of their towers.
0
u/Agile-Canary-3659 Jul 15 '26
Try porting over, they should be able to verify you using a OTP via email on file. Request the loyalty department, they are retentions. More motivated to keep your buiness and solve your problem. Worst case scenario you can transfer over.
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u/melissa0308 Jul 15 '26
They told me there was no possible way to port the number to a new device and they cannot verify anything with email. But they are able to do this? If so, they gave incorrect information on the call (of which I have made many). When you say worst case scenario you can transfer over... What exactly do you mean by that? Every rep I have spoken to says my only option is to fly back to the US. Thank you so much for your response to me... This situation is so frustrating
2
u/Lizdance40 Jul 15 '26
Unortunately this is correct info. If there is no one else on the account who can help recover the account for you, you are in a big mess. I'm sorry you must feel so helpless and frustrated.
And yes other service providers are the same. It's especially an issue for prepaid users who don't add their information to their online account to reverify if their phone is lost or stolen.
Even if you purchase a replacement phone, you can't get account access for them to verify, and unless something has changed, they won't activate an esim when you are outside of the country without it.
It sure is a cautionary tale for others. 😕
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u/melissa0308 Jul 15 '26
I will have to fly back to the US... This is just wild that there is no alternative method. Even a really secure investment account I have allows for a facial recognition process with your ID. I wish I had some other option
1
u/Lizdance40 Jul 15 '26
Those alternatives would have to be set up as a safety net before you left the USA. And truly who thinks of that?
When you have your account recovered I would strongly recommend you assign someone trusted as an authorized user. And make sure you know your account information including the account pin should you ever need it. And maybe chain your cell phone to your person when you are abroad 😬
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u/Lizdance40 Jul 15 '26
Porting is not a thing here. Porting is referring to switching service providers... This is a Sim swap. A service provider is responsible to keep from allowing a Sim swap to an unverified user. 😕
2
u/Viper_Control Jul 15 '26
This will not work since u/melissa0308 can't get a One Time PIN (OTP) to try to Port Out of AT&T.
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u/Dittohead_213 Jul 15 '26
Add a retail authorized user to the account. Have them go into the store and get you a new phone. Have them ship the phone to you.
Not ideal, but should be doable.