Change a wireless account due to a life event

Separate wireless lines with Safe Connections

If you’re a survivor of domestic abuse or related crimes, you can request to leave a shared wireless account or ask to have an alleged abuser removed. We’ll process your request and only contact you using the preferred methods you provide. Review the steps you (or your designated representative) will have to complete and the documentation you’ll have to provide. 

Request to leave an account

1. Verify you’re the user of the wireless number you want to separate.
2. Choose to leave an account and create your own.
3. Provide your personal details and ID information. Let us know if you’d like to apply for the emergency communications benefit through Lifeline.
4. Tell us any additional wireless numbers of anyone in your care that you want to take with you.
5. Let us know if you have possession of the devices associated with the wireless numbers you’re requesting to separate.
6. Upload supporting documents for yourself, dependents whose lines you want to separate, or a survivor you're representing.
7. Review plan options and confirm your personal details.
8. Provide your preferred contact method and then submit your request.

Request an alleged abuser be removed from an account

1. Verify you’re the user of a wireless number on an existing AT&T account.
2. Choose to remove someone from the same existing account.
3. Provide the first and last name of the alleged abuser and how many wireless lines you’re requesting be removed.
4. Enter the wireless phone number for lines you’re requesting be removed.
5. Upload supporting documents for yourself or a survivor you're representing.
6. Confirm your info, including: 
   • Your first and last name
   • The alleged abuser’s details
   • Your preferred contact method
   • If you’d like to apply for emergency communications benefit through Lifeline
7. Submit your request.

Over the next two business days, our team will process your request. We may need to reach out through the preferred contact method you provided with follow-up questions or to request missing documentation. These situations could delay or prevent your line separation request from being completed:

• You’re missing required documents.
• You don’t provide additional info in a timely manner.
• You’ve started a request to move your number to a new provider, and it can’t be stopped.
• Your request is under review by our fraud department.
• Your new account is subject to credit or fraud review.
• There’s a system outage or issue.

If there aren't any issues, we'll send a confirmation to your preferred contact method. You won’t have fees, penalties, or deposits. And, other service requirements may be waived. Please wait until your request is complete to transfer to a new provider, make SIM changes, or purchase a new device.

Good to know: You may also qualify for the emergency communication benefit as part of the Lifeline program. We’ll send you a Documentation of a Completed Line Separation Request. You can use this to apply for the Lifeline benefit. For more details go to att.com/wirelesslifeline.

Required documents

The survivor’s name on any document provided needs to match the name on the request.

Copy of a signed affidavit from:

• Licensed medical or mental health care provider
• Licensed military medical or mental health care provider
• Licensed social worker
• Victim services provider
• Licensed military victim services provider
• Employee of a court acting within the scope of that person’s employment

Copy of police, court, or other official documents:

• Police report
• Statements provided by the police (including military or Tribal police)
• Court order from a magistrate or judge
• Charging documents (a formal accusation alleging that someone committed an offense)
• Protective or restraining orders
• Military protective orders
• Any other official record documenting the covered act

Good to know: New York residents can complete a self-attestation form (PDF, 90KB) The shared account must have a New York billing address and the person leaving the account must be a resident of New York.

Signed affidavit for dependent lines

If you also request to separate lines for dependents in the care of the survivor, you must submit a signed affidavit. The affidavit must meet these two requirements:

• Be dated near the time of the line separation request
• State that the dependent is in the care of the survivor and is the user of the specified line to be separated

Designated representative

If you’re acting on behalf of the survivor, you’ll have to provide a designated representative’s statement. The statement should include who you are, the survivor you are representing, and your relationship to the survivor.

FYI: You can upload up to 10 documents, for a total of no more than 30MB. Accepted file types include: JPG, PNG, JPEG, GIF, BMP, and PDF.

Ready to get started?

Submit a request or call us at 800.983.4428.

Device tracking info

Some services and devices have location tracking features. Separating your line from an account does not disable these features. Make sure you manage your location tracking as needed from associated apps or services.

Want device-specific help? Go to your device manufacturer’s support site.

AT&T Secure Family app

The AT&T Secure Family app has location tracking features. Learn how to manage device locations

amiGO tablet

• If the survivor is the primary guardian, they should remove the alleged abuser from the approved contact list in the amiGO app.
• If the alleged abuser is the primary guardian, the survivor should set up a new amiGO account. Here’s how:
1. Delete the old amiGO account.
2. Create a new amiGO account.
3. Perform a factory reset on the child’s amiGO device.  AT&T amiGO User Manual (PDF, 12KB)
4. Complete the initial pairing process with the device using the survivor’s new account.