Can’t Access My Account

Hello,

I have an account lock I’ve placed on my AT&T online wireless account. I had to reset my phone which deleted my eSIM. Now that I’m trying to set it back up, I’m being asked to login to the AT&T app. However, the app keeps trying to send a PIN to my phone number. I went to the ATT store and they couldn’t help me as they said they can’t do anything with the account until the lock is removed.

I’m looking for advice on how to proceed? Anyone have experience with this?