Using Support Functions in AT&T Control Center
Accessing Support – Quick Start
Job Aids and User Guides – AT&T Control Center Home > Knowledge Base > User Guide (located directly under the search bar in the Knowledge Base)
Frequently Asked Questions – AT&T Control Center Home > Knowledge Base > FAQs (located directly under the search bar in the Knowledge base. Top FAQs located in tab below)
Submit a support ticket from within AT&T Control Center (ACC) – AT&T Control Center Home > Knowledge Base > Contact Support (located at the bottom of page) > Submit a Case > Fill out Case Entry form
Business Mobility & IoT Help Desk Support via case (see above) or 1-866-516-9473 24/7
Billing and Support Team (Email) – g47136@att.com
Log into AT&T Control Center:
https://simcontrolcenter.wireless.att.com/
– Then, click on Help in the right upper hand side of any screen.
You can also access help by selecting Knowledge Base on the home screen.
Use this short cut screen to immediately start searching for what you need or access quick info.
If you select “Find everything you need in the Knowledge Base”, the full knowledge base will populate.
Submitting a Case
If support is still needed:
- Scroll to the bottom of any page and click Contact Support.
- Then select Submit a Case.
Always submit a support ticket, even if you plan to call Jasper support. See escalation path and contact information on the next page.
When you submit a case, please include the following information in the description field:
- Description of the problem and symptoms
- Date/time when the problem started
- Exact location of the issue, if applicable
- ICCID number of the device(s) involved, if applicable
- SIM status (for example, Activated)
- Any log files that show the issue
- Any error messages you received
- Steps you have taken to resolve the problem
- Can the problem be reproduced?
- Describe the business impact. In other words, what percentage of your devices are affected? Do you have a viable workaround? What business
functionality are you unable to perform?