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1. In my "My T-Mobile"  profile information tab it says " You do not have any numbers linked to your profile. Click edit to link a T-mobile® number to your profile." It shows my phone number as a primary number, but when I try to link my phone number it doesn't take the code it sends me. Keeps saying the code is invalid.

2. The T-Mobile app doesn't work for me, hasn't in months. It keeps saying "Sorry we're not ready for you yet. We're working on improving your app experience".

3. Live chat is not working for me. I'm logged into my account. I click "contact us" and live chat is not an option. I have to click "support" and scroll down to "contact us". When I click on that I have an option to "Message us". When I click on that, it keeps bringing me to my account home page.

Hey @vurgee

Thanks for taking the time to post to our community! Let me see what I can do here to answer all your questions.

1- To me, this sounds like an issue on our side where your phone number and online account have not been fully linked. For this issue, we will need to speak with you over the phone so that we can get a help desk ticket opened up with our web support team.

2- Do you by chance have a prepaid account? If so, the T-Mobile app is not available for prepaid accounts at this time but we will make it available as soon as we have fine tuned the experience.

3- This sounds more like a browser cache issue where the links you are clicking may have gotten mixed up. My suggestion would be to either try clearing your browser cache and cookies or trying a different browser.

1. I'll call when I have some free time

2. Yes, I do have a prepaid account.

3. I have tried multiple browsers on multiple devices, nothing is working.

I am having two of these problems as well.

I cannot connect to chat as an existing customer. I keep being redirected to my homepage as well.

Customer service told me that I should be able to use the T-Mobile app with my prepaid account, but it is not working, and I read here that it is not possible. This is confusing.

Same problems - no matter what button I click on the prepaid.t-mobile.com website, I always get re-directed back to the homepage.  Since the app doesn't work either, I am unable to view my account or useage data.

Same issue! Cannot connect to chat - the tab keeps disappearing online. 

Same issue! Cannot connect to chat - the tab keeps disappearing online. 


when they are backed up the chat option will disappear until they are freed up again. you can always contact them through either Facebook or Twitter as well..usually 2 of the better options since you get a higher tier agent.

Send me link for chat agent of TMobile 

Account already active?

See there is a problem with T-Mobile I just got off the phone because every time I log in I have the correct password it says it wants to send me a code to my phone to make sure it's me so I use it I put it in and it says I'm logged out I don't have access I had this problem October 1st I spent an afternoon dealing with changing password it worked then I logged out of the account and logged back in and had the problem so hopefully an engineer or somebody works on this because this is absolutely ridiculous

Stupid sucks No American at least for after 10 years 1 American USA Born American Representative. no Chat option

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