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Get help with ZenKey

Find out how to fix issues when signing in or using ZenKey.

ArticleDETAILED INFO

Get answers to common ZenKey questions

ID messages

Choose the right ID to use with your ZenKey account
ZenKey checks for an AT&T user ID associated with the device you’re trying to sign up with.
  • Don’t have an AT&T user ID for that device/number? ZenKey automatically associates with the ID you used when you signed up for ZenKey.
  • Already have an AT&T ID for that device/number? Use the password for that ID. If you share that ID with someone else, they’ll have to create a new AT&T user ID. ZenKey doesn’t support shared IDs.
Set up or reset your AT&T user ID or password
Find out how to create your ID or reset your sign-in info

Enable ZenKey with your ID and password
Did you get a message asking if you want to enable ZenKey for an app? If you choose yes, the user ID you entered will link to your ZenKey. This lets you use your ZenKey to access that app or any other app where you use that same user ID.

Good to know: Have to change the email address associated with your AT&T user ID? 
Learn how to update your contact email
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Error message notifications

Error message: Your device is not supported at this time.
To use ZenKey from your Apple® or Android® smartphone, make sure it has one of these operating systems:
  • Apple: OS 11.0 or greater
  • Android: 7.0 Nougat or greater
Error message: Your device is not supported at this time. If you have a qualified Android device, you may try to download a utility program that allows ZenKey to work.
Download the AT&T Login Helper app or go to an AT&T store to get a qualified SIM that’ll work with ZenKey.

Error message: We cannot confirm your identity with the information you provided. Please contact customer care at (866) 679-7139 for further assistance.
Call 866.679.7139 to reset your ZenKey ID.

Error message: Care code 205.52
Try signing in with ZenKey again. If that doesn’t work, enter your ID and password manually.
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Sign-in questions

Want to reset your ZenKey PIN?
If you forgot your PIN:
  1. Select Forgot PIN.
  2. Choose 2 different ways to confirm your ID.
  3. Follow the prompts to reset your PIN.
Heads up: If you didn’t set up a PIN or can’t access the recovery methods, call 866.679.7139 to reset your ZenKey ID.

See a message stating your ZenKey doesn’t have this service?
If you try to use ZenKey with a different ID, you’ll be prompted to sign in with the AT&T user ID and password you used to set it up.

Have AT&T TV or internet services, but not AT&T WirelessSM?
To sign in to myAT&T with ZenKey, make sure you use the correct version of the ZenKey app for your wireless carrier. Go to the App Store or Google Play to download the version of ZenKey that matches your wireless carrier.
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