Welcome to the AT&T PrePaid support center

AT&T PrePaid Minutes are exactly the same as AT&T PrePaid Phone Cards you may have previously purchased in a retail store. They enable you to purchase long distance calling minutes in advance, and have them at your disposal whenever you want to make a call. Just follow these three easy and convenient steps:

• Dial the toll-free Access Number found in your purchase confirmation email or on the back of your AT&T PrePaid Phone Card.
• Enter your PIN.
• Dial the number you want to call.

AT&T PrePaid Minutes are exactly the same as AT&T PrePaid Phone Cards you may have previously purchased in a retail store. They enable you to purchase long distance calling minutes in advance, and have them at your disposal whenever you want to make a call. Just follow these three easy and convenient steps:

1. Dial the toll-free Access Number found in your purchase confirmation email or on the back of your AT&T PrePaid Phone Card.
2. Enter your PIN.
3. Dial the number you want to call.

No, it’s not necessary to create an account to purchase minutes online. Setting up an account makes online shopping easier and more convenient for our customers. It allows you to save your billing address so that you do not have to input your information every time you make a purchase.

Easy! You get great rates for calling within the U.S. and to over 200 countries worldwide. You’ll also enjoy these benefits:

• Completely anonymous
• No contract commitment
• Great budget control
• No monthly or hidden fees
• Add minutes online
• Can be used from landline or mobile phone
• Great low rates for calls within the U.S.
• Great rates on International calls (vary by country called)

When calling with AT&T PrePaid Minutes, your call goes through a toll-free Access Number which will appear to the call recipient as “unknown.” If a person does not accept “unknown” or 800 number calls, you will hear a message that the number you dialed does not accept calls from unidentified callers. The person you’re trying to call will have to remove the call block feature from their phone in order for you to reach them using AT&T PrePaid Phone Cards/Minutes.

No. The only instance when a surcharge (not to exceed 10 minutes) is assessed is when calls are placed from a U.S. pay phone.

Yes. However, to get the best value for calling internationally, you should use an AT&T Worldwide PrePaid Minutes product.

Yes. AT&T Virtual PrePaid Minutes expire 365 days after activation, recharge or last use. For many AT&T Virtual PrePaid Cards purchased prior to March 1, 2014, the remaining card value will expire 365 days after the next recharge.

The card expiration policy “Card expires 365 days after activation, recharge or last use” is determined by the most recent transaction. What that means is the expiration date extends as long as you make a call or recharge the card within the 365 day time period. So, for example:

• You purchase a new PrePaid Card on May 12, 2017, the remaining value of that card expires 365 days later (May 11, 2018).
• You use that same card for even one minute on October 1, 2017, the new card expiration date moves out 365 days to Sept 30, 2018.

Every time you use or recharge the PIN, the expiration date will continually move out another 365 days from the use or recharge date. As long as you actively use your card at least once a year, the expiration date will keep moving out another 365 days.

Yes, you can make a call with AT&T PrePaid Minutes from your mobile phone within the U.S. as long as you have existing wireless service. AT&T Virtual Minutes cannot be used to replace a wireless prepaid service.

To use prepaid minutes, do not dial the telephone number you are calling directly from your phone’s contact list. To place your call, follow these dialing instructions:

1. Dial theAccess Number you received with your PIN (for easier dialing, add the Access Number to your contacts list).
2. When prompted, enter your PIN or Card Number.
3. When prompted, dial the phone number you wish to call. If you are dialing internationally from the U.S., dial 011 + country code + city code + local number.

It is very important that you DO NOT press Send, OK or Call after dialing the number you are calling. If you do, this will cancel your call and the call will be carried and billed by your wireless service provider.

Some wireless carriers may charge air time for access to the virtual prepaid minutes 800 number, so check before dialing to avoid unexpected charges.

Prepaid wireline pins purchased on this site can be used to place calls from mobile phones to mobile phones. However, if you are using a U.S. subscriber mobile phone when outside the U.S., the phone must be provisioned to be able to make calls from the country you are calling from with some kind of roaming plan. If the mobile phone is calling from outside the U.S., roaming charges would apply. To call, simply dial the USADirect^® Access Number from the country you are calling from. Then dial the access number and enter your pin when prompted.

This is usually a very costly way to make calls from foreign countries to the U.S. using a U.S.-billed wireless phone, compared to options such as prepaid sims sold in many foreign countries.

A prepaid wireline PIN can be used to place calls from internationally subscribed mobile phones while in the U.S. to both landline and mobile phones virtually anywhere around the world. However, you need to ensure your wireless phone is set up for making calls within the U.S.

Calls are placed by dialing the U.S. toll-free Access Number you receive with your prepaid PIN. Once connected to the AT&T platform, simply dial the country code, city code and number for the party you are trying to reach. Some wireless carriers may charge air time for access to the virtual prepaid minutes 800 number, so check before dialing to avoid unexpected charges.

No. AT&T Virtual PrePaid Minutes cannot be used to make toll-free calls, calls for paid services with premium charges, or for operator-handled calls.

No. A touch-tone phone must be used when placing a call using AT&T Virtual PrePaid Minutes.

Most calls to a local directory assistance service (such as area code + 555-1212) cannot be made with AT&T Virtual PrePaid Cards/Minutes as calls made to local directory assistance are charged at a flat currency rate and AT&T Virtual PrePaid Minutes are valued in minutes. However, to determine if AT&T Directory Assistance is an available feature, check the menu options on your AT&T Virtual PrePaid Minutes by calling the toll-free Access Number and listening to the prompts. There is an additional fee for using the AT&T Directory Assistance service. You will be advised of the number of minutes that will be deducted from your AT&T Virtual PrePaid Minute balance prior to your use of that service.

You can use an AT&T PrePaid Phone Card to make calls by fax. The procedure is like placing a regular call, however all faxes may not function properly with PrePaid calling cards. Fax machines must have a handset so you can listen to the prompts. The steps are:

1. Dial the toll free # on the card and listen to the prompts
2. Press 1 for English
3. Enter the PIN or card #
4. Dial the fax number (1-area code and phone # if it is domestic)

When you hear the beeping from the receiving fax, then press send and stay on line until the fax goes through. If you hang up before completing the procedure, it will hang up on the fax line.

AT&T PrePaid PINs make a great gift. They can be used for U.S. and international calls from both land line and wireless phones. Just follow the ordering process to purchase a PrePaid PIN. Fulfillment of the virtual PIN product is via an email with the access number and PIN sent to the person placing the order.

You don’t have to buy a new card when you need more minutes. When your balance is getting low, you can recharge your PIN online. Simply look for the “already have a PIN” box on the right side of this page, enter your Access Number and PIN, then select the value you want to add to your account. You’ll be able to use the added minutes the same as before.

Look for the “already have a PIN” box here or on the right side column of this page. Enter your access number (the number you use to make a call) and PIN (sometimes referred to as the card number on older cards), then select the value you want to add to your account. You’ll be able to use the added minutes the same as before.

Yes. Add minutes online through our website or by phone by following the dialing instructions included in your verification email, or by pressing # (pound) then '3' before you make a call.

Most products can be recharged. Call the toll-free Access Number you use to make a call and select #3 to find out if your product can be recharged.

No, you will keep all your remaining minutes and add the new value purchased to your balance.

One possible reason is that the card was in use at the time of the attempted online transaction. If you are actively on a call while at the same time trying to recharge online, the transaction will fail. We are unable to add minutes while the card is in use.

Every time you recharge your AT&T PrePaid account, the added value can be used for both domestic or international calls. The reason you only see the domestic minute value is because that’s the flat rate value when you use your worldwide card for U.S. domestic calls. Your international minute use will vary depending on what country you’re calling.

Recharge minutes are added to your balance immediately upon completion of your online transaction. If you do not see minutes on your account, check the confirmation email you received when you completed your transaction. Sometimes customers make a mistake and purchase a new PIN instead of recharging an existing PIN. Unfortunately, we cannot transfer minutes from one PIN to another. If you mistakenly purchased a new PIN, you must use that PIN value first and then recharge on the old PIN the next time you want to add minutes.

If you did not receive a confirmation email that means your transaction did not complete and you have not been charged for the transaction. One possible reason for the incomplete recharge may be the PIN was in use while the transaction was attempted online. You cannot recharge the PIN while it is actively in use, so the transaction will be rejected.

Auto Recharge makes it easier to add minutes. Any time you make a call and your minutes are running low, we will alert you and ask permission to add minutes. Simply dial your toll free Access Number, enter your PIN and select #3. Follow the prompts for recharging your PIN over the phone. A customer service rep will set up your account for Auto Recharge.

You can purchase AT&T Virtual PrePaid Minutes right here online or click on the link on the right side column of this page. When you purchase AT&T Virtual PrePaid Minutes, your Access Number and PIN will be emailed to you within minutes of completing your online transaction. Please print and save this information. For security reasons your PIN and Access Number cannot be retrieved online once the transaction is complete.

Note: Please check your Spam, Junk or Bulk email folder if this email does not arrive in your email Inbox within a few minutes of completing your transaction.

Look for the “already have a PIN” box here or on the right side column of this page. Enter your Access Number (the number you use to make a call) and PIN (sometimes referred to as the card number on older cards), then select the value you want to add to your account. You’ll be able to use the added minutes the same as before.

Your Access Number and PIN will be emailed to you within minutes of completing your online transaction. Please check your Spam, Junk or Bulk email folder if this email does not arrive in your email Inbox within a normal period time. If you still can’t find your confirmation email, contact us and provide your order number.

To ensure delivery of AT&T emails to your inbox, add ATTPrePaidOrders@mail.virtualprepaidminutes.com to your email address book or safe senders list.

If you did not receive a confirmation email that means your transaction did not complete and you have not been charged for the transaction.

Transactions are typically denied due to the security measures we employ. We take the security of our customers very seriously, and because of that we deploy multiple methods of consumer authentication. We cannot at this time reveal all the possible reasons for denial, but a few include:

• A very common case is when a customer enters a billing address that does not match the one on file with the credit card company. Sometimes, we can safely overlook address mismatches and proceed as though nothing were wrong, but much of the time we decide to deny the transaction since a mismatched address could be an indication of fraud (people who use stolen credit cards often do not know the address of the card holder).
• For recharges, a rejection may occur when a PIN is in use during the online transaction attempt. You cannot recharge the PIN while it is in use otherwise the transaction will be rejected.

AT&T will only charge through to your bank for completed transactions where we have delivered you a confirmation email with your PIN and Access Number. If your transactions were denied but you made multiple purchase attempts, depending on when you view your credit card transactions, you may see additional transaction holds placed on your account by your credit card company during your transaction attempts. We’re not able to remove these holds or even effectively request their removal, but they will automatically expire, generally within 5 to 7 business days. Please contact your credit card company to discuss.

Sometimes, the credit/debit card company will approve a transaction and place a hold on your account but also indicate to us that there are serious problems with the transaction. A very common case is a mismatched address. The addresses customers supply sometimes do not match the ones on file with their credit card companies.

Sometimes, we can safely overlook address mismatches and proceed as though nothing were wrong, but much of the time we decide to deny the transaction since a mismatched address is a strong indication of fraud (people who use stolen credit cards often do not know the address of the card holder). Please check with your bank to find out why your transaction may have been denied due to a mismatched address.

As per our Terms and Conditions agreed to at the time of purchase, AT&T PrePaid Minutes are not refundable or exchangeable.

We’re sorry, we’re unable to transfer minutes from one product to another. You can use the new Access Number or PIN from your purchase until the minutes are gone, then return to your original PIN to add more minutes.

Here are the U.S. domestic calling rates (per minute) for AT&T Virtual PrePaid Minutes purchased from this website:

• $50 AT&T Virtual Worldwide Minutes is 7 cents per minute
• $30 AT&T Virtual Worldwide Minutes is 7 cents per minute
• 1,000 AT&T Virtual PrePaid Minutes for $40.00 is 4 cents per minute
• 500 AT&T Virtual PrePaid Minutes for $25.00 is 5 cents per minute
• 300 AT&T Virtual PrePaid Minutes for $18.00 is 6 cents per minute
• 100 AT&T Virtual PrePaid Minutes for $7.00 is 7 cents per minute

Rates vary depending on the country calling from. To check rates for calls from overseas to the U.S., click here.

Rates vary depending on the country calling from. To check rates for calls from one international country to another, click here.

Sometimes when a call doesn’t go through there is a network connectivity problem, particularly for international calls. Please send us your Access Number and PIN here and tell us the date of the call attempt, location you are calling from (country, city, state) and where you are calling to (country, city, state) so that we can check into the problem.

To place a call from within the U.S.:

1. From a touch-tone phone, enter the toll-free Access Number found in the email you received confirming the purchase of your AT&T Virtual PrePaid Minutes.
2. When prompted, press 1 to hear the instructions in English, 2 for Spanish.
3. When prompted, enter your PIN.
4. After entering your PIN, dial 1+ Area Code and Number (for calls within the contiguous U.S., Canada or the Caribbean).
5. For other options, press # (pound).
6. To add more minutes to your card, press # (pound), then 3.

To place a call from the U.S. to another country:

1. From a touch-tone phone, enter the toll-free Access Number found in the email you received confirming the purchase of your AT&T Virtual PrePaid Minutes or on the back of your AT&T PrePaid Phone Card.
2. When prompted, press 1 to hear the instructions in English, 2 for Spanish.
3. When prompted, enter your PIN.
4. After entering your PIN, dial 011+ Country Code (available at www.usa.att.com/traveler) + City Code + Phone Number.
5. For other options, press # (pound).
6. To add more minutes to your card, press # (pound), then 3.

To place a call to the U.S. from an international country:

1. Prior to leaving the U.S., please obtain the AT&T USADirect Access Number for the country you are going to be visiting at www.att.com/traveler.
2. From a touch-tone phone, dial the AT&T USADirect Access Number.
3. Dial the toll-free Access Number (do not dial “1” before the 800 number) found on your AT&T Virtual PrePaid Minute confirmation email or AT&T PrePaid Phone Card.
4. When prompted, press 1 to hear the instructions in English, 2 for Spanish.
5. When prompted, enter the PIN.
6. For calls to the U.S., Canada or the Caribbean, dial 1 + Area Code + Number.

DISCLAIMER: Due to government restrictions within some countries, using AT&T PrePaid Minutes to place a call may not be available from every country.

To place a call outside the U.S. from one international country to another:

1. Prior to leaving the U.S., please obtain the AT&T USADirect Access Number for the country you are going to be visiting at www.att.com/traveler.
2. From a touch-tone phone, dial the AT&T USADirect Access Number.
3. Dial the toll-free Access Number (do not dial “1” before the 800 number) found on your AT&T Virtual PrePaid Minute confirmation email or AT&T PrePaid Phone Card.
4. When prompted, press 1 to hear the instructions in English, 2 for Spanish.
5. When prompted, enter the PIN.
6. For international calls, dial 011 + Country Code + City Code and Phone Number. Note: Drop any leading zeros from the country or city codes: e.g. if the code is 012, enter 12.

DISCLAIMER: Due to government restrictions within some countries, using AT&T PrePaid Minutes to place a call may not be available from every country.

Using AT&T PrePaid Minutes with AT&T USADirect to place calls to the U.S. or around the world with an internationally subscribed cell phone is a great way to save on calls. AT&T USADirect Access Numbers are usually toll free when called from a locally subscribed cell phone in a foreign country — using this service with AT&T PrePaid Minutes can help you save on calls.

A U.S. subscribed cell phone used in a foreign country will always charge a roaming fee, even when calling a number that is toll free within the country you are calling from.

AT&T USADirect Access Numbers are not toll free when dialed from a U.S. cell phone used in a foreign country — therefore, it is not recommended to use your cell phone with AT&T PrePaid Minutes when traveling internationally and calling back to the U.S. — you will be charged twice, once for the roaming access to AT&T's network (charged by the local network provider) and once for the use of the prepaid card.

To place calls to the U.S. from a landline phone overseas, use AT&T PrePaid Minutes with AT&T USADirect and you'll likely save considerably on charges.

AT&T USADirect Access Numbers are always toll free from fixed line phones, but some hotels may charge for access to our service. Check the hotel rate card or reception.

Using a local landline phone to access AT&T USADirect, then paying for the call with a prepaid card, can be an optimal way to save on charges compared to calling with a U.S. subscribed cell phone, which will incur roaming rates/fees. Calling via AT&T USADirect from a phone with local SIM may also result in substantial savings compared to the direct dial rate.

Prior to leaving the U.S., purchase minutes here, then obtain the AT&T USADirect Access Number for the country you are going to, by visiting www.att.com/esupport/traveler.jsp.

Generally, when you get a “card in use” message that may mean there is a network outage issue that we are working to fix. Usually, if you wait a short while, the issue will resolve itself and you can try making a call again. If you continue to get this message, please send us your access number and PIN here and we will reset your PIN.

No, it is not necessary to create an account to purchase minutes online. Setting up an account makes online shopping easier and more convenient for our customers. It allows you to save your billing address for your account so that you do not have to input your information every time you make a purchase.

If you are a new customer, sign up by clicking here.
If you are a returning customer, log in by clicking here.

If you forgot your password, you simply select “forgot password” on the login page and enter your email address. We will send you an email message containing a temporary password. Use the temporary password to login and change it to a more secure password of your choice.

If you did not receive your confirmation email, first check your spam, junk or bulk email folders for an email from ATTPrePaidOrders@mail.virtualprepaidminutes.com. If you still have not received an email, create a new account again and a confirmation email will be resent.

Your Access Number and PIN will be emailed to you within minutes of completing your online transaction. Please check your Spam, Junk or Bulk email folder if this email does not arrive in your email Inbox within a normal period time. If you still can’t find your confirmation email, contact us and provide your order number.

To ensure delivery of AT&T emails to your inbox, add ATTPrePaidOrders@mail.virtualprepaidminutes.com to your email address book or safe senders list.

An AT&T Customer Care Representative will need to check your PIN usage in order to determine if minutes have been mistakenly deducted. For assistance, please contact us and supply your toll-free Access Number and last four digits of your PIN.

The PIN is the same as the Card Number which is found on some AT&T PrePaid Card products.

An AT&T Customer Care Representative will need to check your AT&T Virtual PrePaid Minute activity in order to replenish it with the appropriate number of minutes that may have been mistakenly deducted. Please submit an inquiry to Customer Care with your toll-free Access Number and last four digits of your PIN and the number you were trying to call.

Please submit an inquiry to Customer Care with your toll-free Access Number and last four digits of your PIN and ask to confirm if your PIN is active or the minutes are expired.

No, we do not replace a lost card. To safeguard against a lost card, you may want to print out the dialing instructions on a card size paper and have it laminated at your local office supply store so that it can be protected and last longer in your wallet.

We cannot replace an old, lost or worn out phone card. To safeguard your card, you may want to print out the access number and PIN and dialing instructions on paper, cut it down to wallet sized and take it to an office supply store to have it laminated.

You cannot get minutes back if your PIN is lost or stolen.

Minutes cannot be transferred from one card to another, however if you're in the midst of a call using one of the cards and the balance drops to one minute/unit based on the originating/terminating location of the call, your call will be interrupted with an announcement.

There are two ways you can check your balance on your PrePaid PIN.

1. You can check your balance online with our check my balance tool.
2. You can dial the toll-free Access Number and enter your PIN. When prompted, select #3 and follow the voice prompts to get your PIN balance.

No. When you use AT&T Virtual PrePaid Minutes, you are using a PrePaid service. These calls will not appear on, or be billed to a residential phone bill.

Yes, for some eligible cards we have a program where you can donate minutes to either the American Red Cross, VFW or The United Way. To participate in this offer simply click here. You will be asked to enter the PIN and Access Number you use to make calls. Once we have confirmed your eligibility you can select one of three organizations to donate the full remaining value of minutes. If you donate your minutes, your existing AT&T PrePaid PIN will be deactivated.

Complete an inquiry to Customer Care. Include your Access Number and last four digits of your PIN. A customer care representative will email a response with a partial listing of the last 10 calls.

The card expiration policy states your minutes expire 365 days after last use or recharge. If you have not used your PIN in a long time, it is likely to be expired.

Yes, AT&T will continue to support your AAFES card. It will continue to work, and no value will be lost due to this change.

Your existing AT&T PrePaid Card purchased from AAFES will remain rechargeable either over the phone or online. Or you can elect to purchase a new PIN right here.

AT&T PrePaid Phone Cards are still being sold at multiple retail outlets, however, you’ll need to check with retailers in your area.

Please take your card and receipt to AAFES to resolve your purchase issue.

To place a call from select Military Ships or to recharge minutes over the phone:

1. Pick up the AT&T designated phone on board ship and enter your PIN. (You do not need dial the toll-free Access Number first when using designated AT&T phones.)
2. For calls to the U.S., Canada or the Caribbean, dial 1 + Area Code + Phone Number. For international calls, dial 011 + Access Code + City Code + Phone Number.
3. To recharge your card, press 3.

For the most part, AT&T PrePaid Phone Cards can be used on many Navy ships, however, the individual ship command has the final say over whether AT&T provides the ship to shore service. To make a call from onboard ship you will have to use the designated AT&T phones, and will be prompted to enter your PIN to make a call. When you purchase minutes from our site, be sure to select the product that specifically states "for use on Navy ships."

With the AT&T Worldwide PrePaid Card with Ocean Service, you get a rate of 4.9 cents per minute for U.S. domestic calling and 45 cents per minute of Navy ship to U.S. domestic shore calling. That is 44 minutes of ship to shore calling when you buy the $20 Ocean Service product from this site.

When calling from a Navy Ship you must purchase the AT&T Worldwide Minutes with Ocean Service available at the Navy Exchange, your ship store or online here. Make sure you select the product that specifically states “for use on Navy ships.” That is the only product that you can use on board ship. When minutes run out, you can add more minutes to the same PIN simply by visiting our website and adding more minutes. Or, you can add minutes by phone when you call into the Access Number from land or when using the specially designated phones on board ship. Just enter your PIN and follow the voice prompts to add minutes.

Please enter APO within the city field and select any state. The transaction will go through - our site will pick up the APO address.

We run those messages to share special offers available to our customers. If you do not wish to listen to the message you can bypass the promotion by simply pressing any key on your touchtone pad. But you may miss out on a great offer.

There is a fix we can make to your account so that you can use your card for an audio conference. Send an inquiry with your Access Number (the toll-free number you use to make a call) and the last four digits of your PIN, to request having the # changed to a * for audio conference calls with your virtual PIN. You may also try not entering the # when prompted by a conference bridge. Most bridges will eventually time out and connect the caller to the call without the pound.

PIN-less dialing is available only on certain products. When you have your mobile or other phones registered for PIN-less dialing, you won’t have to enter your Account Number and PIN with every call. You can register up to 5 phone numbers that you frequently call from. Anytime you call the Access Number from one of those phone numbers, your account will be automatically recognized. Register your home, mobile and up to three other phones for PIN-less dialing. To register/change or remove a phone number for PIN-less dialing, dial your PIN’s Access Number, enter your PIN, and follow the voice prompts.