Hi there @hanchueh,
I can definitely understand how concerning it can become when you’re unable to login to your online account. It would be my pleasure to help figure out what is going on. You did the right thing by reaching out to customer service to get this case done.
I want to check on the status of this case to see if there is a resolution. I’m going to reach out to you via Private Message to get some further details from you. Please keep an eye on your Forum’s Inbox.
I look forward to working with you!
Larry, AT&T Community Specialist