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audipower22's profile

Tutor

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6 Messages

Tue, Oct 30, 2018 2:49 PM

Can’t login to Directv app

I have the iPhone 6 Plus and the Directv app will not allow me to log in. Error reads: We couldn't find this email address/AT&T Access ID and password combination on file. Please try entering the info again. This happened after merging my DirecTV and wireless accounts into one in the AT&T app.

Accepted Solution

Official Solution

Community Support

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263 Messages

3 y ago

Hi @Leftyld,

 

We have noticed that some of our customers are using a non-att.net email to sign in like gmail you ymail. You may need to create an att.net ID and move your account and accept terms & conditions which is mentioned in our streaming article

 

Hope this helps.

 

ChrisZ, AT&T Community Specialist 

tgreaves

Former Employee

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1.5K Messages

3 y ago

Hello @audipower22

 

 

Please repost in https://forums.att.com/t5/DIRECTV-Apps/bd-p/dtv_apps

 

It would seem there is a outage currently. we will let people know when we know more

Tutor

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6 Messages

3 y ago

any ETA on the fix? This is a bummer. The Directv app needs a whole refresh anyway. 

tgreaves

Former Employee

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1.5K Messages

3 y ago

I'll post when I hear something

tgreaves

Former Employee

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1.5K Messages

3 y ago

@audipower22

 

I have been asked to to ask you if you have tried logging in to one of the sites via a PC. to see if you still get the error. 

Tutor

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6 Messages

3 y ago

I can login in the sites via PC. This error only occurs on the Directv app on my iPhone. 

Tutor

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6 Messages

3 y ago

D8DBF02F-1567-4F66-8E2A-128A9C22264B.jpegHere is what I’m talking about for anyone wondering.

 

 

tgreaves

Former Employee

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1.5K Messages

3 y ago

We have a great thread which goes over troubleshooting the DirecTV App. I know you've completed some steps listed; however, I'd like to make sure you have the latest software on your phone, and browser.  Please take a look at our Device Support Center for further instruction on how to check the software on your phone. First ensure your specific device is selected, then go to Tutorials > System & storage > Software update.

Tutor

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6 Messages

3 y ago

Yeah that last message doesn’t really apply since there is no support for my phone. But yes, the software on my phone is fully up to date. 

tgreaves

Former Employee

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1.5K Messages

3 y ago

@audipower22

 

the app seems to be coming back online, just spoke to another customer who was having the same issue and their app has just started working. They used their email address rather than the AT&T ID

Tutor

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6 Messages

3 y ago

great for them. After the merger of my accounts, I'm no longer able to use my email for any login's at all.  I even got a message saying that my email will no longer be used. My email was my login for my Directv! I'm sooooooooooooooo MAD!!!!!! THIS BLOWS!!!!!!!!!

Contributor

3 y ago

As of today, I am having the exact same issue.  I can't seem to get any help with this when I contact Directv/ATT.

3 y ago

Same exact issue!  They combined it to take care of payments and billing but NO CARING ABOUT CUSTOMERS BEING ABLE TO USE THE FEATURES WE ARE PAYING FOR!  

Tutor

3 y ago

OK,  I have learned of a solution:

Please note:  this requires you to have an additional email account.

I finally got through to the Digital Assistance Center (877-271-5518)

The tech support rep that helped me was named Ruth or Rie (I never did get a spelling)

What Ruth did was re-register my DirecTv account with a different gmail that I have.

This email account is different from the one I use to access my AT&T account.

She created this new registration and it works!

I now have access under the gmail account to DirecTV and HBO Go.

If I look under my old email, I can see my AT&T and my DirecTv account.

If you don't have 2 emails, you may want to create one, they are free...  It does assist this problem.

Please pass it on.  A lot of angry users right now.



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