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Get help with ZenKey

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


Find answers to your 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 using to sign up.

Don’t have an AT&T user ID for the device or number you're using to sign up? ZenKey will just use the ID you create when you sign up.

Already have an AT&T ID for that device or number? Use the password for that ID. ZenKey doesn’t support shared IDs. So, if you share your AT&T user ID with someone else, they’ll have to create a new AT&T user ID.

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 enter will link to your ZenKey. This lets you use your ZenKey to open any app with that same user ID.

Learn how to update your contact email if you need to change the email address for your AT&T user ID.

Error messages

Error message: Your device is not supported at this time.
To use ZenKey from your Apple® or AndroidTM 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 an Android device, try to download a utility that allows ZenKey to work. Download the AT&T Login Helper app, or go to an AT&T store to get a SIM that works with ZenKey.

Error message: We cannot confirm your identity with the information you provided. Please contact Digital Assistance Center at 866.679.7139 for further assistance.

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

help

Want to reset your ZenKey PIN?
If you forgot your PIN:
  1. Select Forgot PIN.
  2. Choose two 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 get to the recovery methods, call 866.679.7139 to reset your ZenKey ID.

See a message saying 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 DIRECTV STREAM or AT&T Internet, but not AT&T WirelessSM?
To sign in to myAT&T with ZenKey, make sure you use the version of the ZenKey app that works with 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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Community forums

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