I get a message that says "card in use" and I can’t make a call. What is happening?
Generally, when you get a “card in use” message that may mean there is a network outage issue that we are working to fix. Usually, if you wait a short while, the issue will resolve itself and you can try making a call again. If you continue to get this message, please send us your access number and PIN here and we will reset your PIN.
Do I need to set up an account to purchase minutes?
No, it is not necessary to create an account to purchase minutes online. Setting up an account makes online shopping easier and more convenient for our customers. It allows you to save your billing address for your account so that you do not have to input your information every time you make a purchase.
How do I create an account online?
If you are a new customer, sign up by clicking here.
If you are a returning customer, log in by clicking here.
I forgot my account password, what can I do?
If you forgot your password, you simply select “forgot password” on the login page and enter your email address. We will send you an email message containing a temporary password. Use the temporary password to login and change it to a more secure password of your choice.
I set up an account but did not get my confirmation email.
If you did not receive your confirmation email, first check your spam, junk or bulk email folders for an email from ATTPrePaidOrders@mail.virtualprepaidminutes.com. If you still have not received an email, create a new account again and a confirmation email will be resent.
Will I receive my PIN instantly?
Your Access Number and PIN will be emailed to you within minutes of completing your online transaction. Please check your Spam, Junk or Bulk email folder if this email does not arrive in your email Inbox within a normal period time. If you still can’t find your confirmation email, contact us and provide your order number.
To ensure delivery of AT&T emails to your inbox, add ATTPrePaidOrders@mail.virtualprepaidminutes.com to your email address book or safe senders list.
I think minutes have been wrongly deducted. How do I get my minutes back?
An AT&T Customer Care Representative will need to check your PIN usage in order to determine if minutes have been mistakenly deducted. For assistance, please contact us and supply your toll-free Access Number and last four digits of your PIN.
I don’t have a PIN. How do I find my PIN? I only see a Card Number.
The PIN is the same as the Card Number which is found on some AT&T PrePaid Card products.
An AT&T Customer Care Representative will need to check your AT&T Virtual PrePaid Minute activity in order to replenish it with the appropriate number of minutes that may have been mistakenly deducted. Please submit an inquiry to Customer Care with your toll-free Access Number and last four digits of your PIN and the number you were trying to call.
Please submit an inquiry to Customer Care with your toll-free Access Number and last four digits of your PIN and ask to confirm if your PIN is active or the minutes are expired.
I lost my card, can I get a new one?
No, we do not replace a lost card. To safeguard against a lost card, you may want to print out the dialing instructions on a card size paper and have it laminated at your local office supply store so that it can be protected and last longer in your wallet.
I have an old prepaid card. Can you replace the plastic card?
We cannot replace an old, lost or worn out phone card. To safeguard your card, you may want to print out the access number and PIN and dialing instructions on paper, cut it down to wallet sized and take it to an office supply store to have it laminated.
My PIN is lost/stolen, can I get my minutes back?
You cannot get minutes back if your PIN is lost or stolen.
Can my PIN balance on one card be transferred to another PIN?
Minutes cannot be transferred from one card to another, however if you're in the midst of a call using one of the cards and the balance drops to one minute/unit based on the originating/terminating location of the call, your call will be interrupted with an announcement.
How do I tell how many minutes are remaining on my AT&T PrePaid PIN?
There are two ways you can check your balance on your PrePaid PIN.
- You can check your balance online with our check my balance tool.
- You can dial the toll-free Access Number and enter your PIN. When prompted, select #3 and follow the voice prompts to get your PIN balance.
No. When you use AT&T Virtual PrePaid Minutes, you are using a PrePaid service. These calls will not appear on, or be billed to a residential phone bill.
Complete an inquiry to Customer Care. Include your Access Number and last four digits of your PIN. A customer care representative will email a response with a partial listing of the last 10 calls.
When trying to place a call, I received a message indicating my AT&T PrePaid Card was expired. Why?
The card expiration policy states your minutes expire 365 days after last use or recharge. If you have not used your PIN in a long time, it is likely to be expired.
