Unable to Access AT&T Office@Hand Account or Apps | #96855
Need help accessing the AT&T Office@Hand apps or Admin Portal? Here are some common issues and ways to resolve them.
Unsupported browser
If you get an “unsupported browser” error, you’ll need to switch to a browser that AT&T Office@Hand supports:
- Google Chrome
- Safari
- Microsoft
- Edge Firefox
Matching account error
If your email address, phone number, or password aren’t working, you may get one of these error messages:
- We didn’t find any matched accounts. Try another account to log in again.
- The phone number and password do not match. If the problem persists, reset the password or view information on login issue.
To resolve this issue, check that your email, phone number, and password are correct.
Account activation issues
When you first sign in to AT&T Office@Hand, you may receive this message:
Your account has not been confirmed. Activate your account by clicking the link in your activation email or contact customer support.
When your organization signed you up for AT&T Office@Hand, you should have received a welcome email from AT&T Office@Hand support. That email contains a link you can use to set up your account. Use your email search function to try to locate it. Check your spam folder.
NOTE: The link in the activation email expires 48 hours after being sent to you.
If you find it, click the activation link, then follow the prompts to set up your account. If you haven’t received the email or it’s expired, contact your company admin to ask them to resend your activation email.
If you’re an admin and haven’t received the email, contact AT&T Office@Hand Support to request an activation email. From the email, click the activation link, then follow the prompts to set up your account.
Trouble accessing your account the first time
If you’re trying to access your AT&T Office@Hand account for the first time, you can go through a few entry points:
- AT&T Office@Hand App Desktop, Web, or Mobile: Download the desktop app, go to the web version of the app, or download and install the mobile app on your smartphone (iOS or Android). Open the app and enter your email or phone number and password when prompted.
- AT&T Office@Hand Admin Portal: Go to the Admin Portal and sign in with your email or phone number and password.
- AT&T Office@Hand Phone: Download and install the AT&T Office@Hand Phone. Open the app, then enter your credentials when prompted.
NOTE: You may be prompted to set up two-factor authentication when you first access the apps or Admin Portal. Learn more about setting up multifactor authentication.
Disabled account
If you see Access to this account is disabled it may be because of:
- Multiple unsuccessful sign-in attempts
- Account validation issues
- Conflicting email addresses
- Payment issues
- An account that’s been disabled by an admin
If you get this error message, contact your company admin.
Locked out of account
You may be locked out of your account if you attempt too many incorrect logins or you can’t access your authentication app. To fix the issue:
- Wait for the lock on your account to expire, then try signing in again with the correct sign-in info. NOTE: By default, your account will be locked for one hour. Your company admin can contact AT&T Office@Hand Support to change the lock time.
- If you receive an error message that says your email address, phone number, or password is incorrect, contact your company admin to update your sign-in info.
- If you can’t access your authentication app, contact an admin or AT&T Office@Hand Support.
Account Validation issues
Account validation requires you to enter a security code when signing in to your AT&T Office@Hand account for the first time on a new computer or browser. The two-step verification process generates an email or text message with a security code. If you receive an error message when using account validation, the problem might come from how your company admin set up your account. Please reach out to your company admin.
Multi-factor authentication (MFA) issues
Many companies require their users to utilize multi-factor authentication with an authenticator app (ex. Okta,
Google Authenticator, etc.). If you can’t access your authentication app anymore, then you can’t get into the Admin Portal or the AT&T Office@Hand apps. If that’s the case, contact your company administrator to reset your MFA authentication so you can set it up again.
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