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Barnett Computers
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AT&T Email Login Failure

We have a customer that has been using Windows Live Mail on a Windows 7 computer.  Last week, he started getting a prompt to re-enter his password for the incoming server but was not able to get the service to accept the password.  We reset the password and verified the account and password by logging in the AT&T web mail.  

Account information:
The email is a bellsouth.net address
POP3
Incoming server:  inbound.att.net   SSL 995
Outbound server:  outbound.att.net   SSL 465

Software tested:
Windows Live Mail
Outlook 2010
Outlook 2016
Thunderbird

All software programs give an error message to check the username and/or password.  We have tried creating an account on two different Windows 10 computers on different networks and get the same error message.  Also tried setting the account as IMAP but with similar error message.

The customer indicates this email account is working on his phone although we are not sure which app is being used.  Could this be something to check?  He said he was receiving messages on both phone and computer before last week.   He updated the password on the phone when it was reset.  

Question:  Are we looking at a possible AT&T issue with the email account and password?  If so, what questions do we need to ask AT&T or check in his profile?  

Any suggestions will be appreciated.
Chat / IMSoftwareWindows 10Windows Live MailThunderbird

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Barnett Computers

8/22/2022 - Mon
ASKER CERTIFIED SOLUTION
Scott Fell

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Dr. Klahn

After reading the AT&T comments on their changes to email:  Well, that should break a lot of people's email clients.
Barnett Computers

ASKER
After posting this request to EE, I also found the AT&T article mentioning the Secure Mail Key but was not sure how to use the key.  The key is put in the password field in WLM or Outlook.  It took a few minutes for the account and password to be verified but email access was restored and messages could be received and sent.  Yesterday, we had a customer that was using Outlook with the same problem.  We created the Secure Mail Key and placed it in the password field.  

This is probably something we will be more often since this does not appear to be documented from AT&T.

Thanks to both for your quick replies.  They were very much appreciated.
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