Question

Can't make any payments on T-Mobile website

  • 12 October 2021
  • 7 replies
  • 182 views

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I received the following text:

 

T-Mobile: As part of your new My T-Mobile experience, your Autopay feature needs to be re-setup prior to your next bill cycle date. To avoid a service interruption, please login and re-setup your Autopay at <link>.

 

However, when I go to the website and try to refill my account, I get the following error, displayed under the “Payment method” section:

 

We are unable to process this payment transaction. Please visit a Retail Store to complete this transaction.

 

The fields to input my payment information are disabled, so I cannot even attempt to make a payment. This is true regardless of whether I try to re-setup Autopay or even just make a one-time payment.

 

I tried on two different browsers (Chrome and Edge) and got the same results. Why can’t I make my payment online? My cycle ends in a week.


7 replies

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Have you tried using *233 to make your payment and setting up AutoPay that way from your T-Mobile Prepaid line?

 

I could not find an option to set up AutoPay using *233. They only gave me the option to pay a one-time fee using a prepaid card, or to speak to an operator, which would have cost $5

 

Same issue. Prepaid user for years (the old “Walmart plan”). I went to the retail store, and they also couldn’t do anything. They asked for cash, which I didn’t have. They told me to call the prepaid service number, which I did. They were also useless. My service was canceled due to non-payment. Since my bill is only $30 I found a workaround by buying a $30 prepaid refill card online through Walmart that described itself as “email delivery”. However, you’re able to put your phone number into a field in the cart on Walmart’s site, so they applied the payment directly to my account. After making the payment through Walmart I was notified that my account was re-enabled within 10 minutes. This is pretty pathetic. Multiple T-Mobile support entities (retail store, phone support, and prepaid phone support) couldn’t apply a payment to my account, yet another company (Walmart) could.

 

I did have success using the Wal-Mart refill card; thank you for mentioning that. When did you start having this issue? It sounds like the problem is specific to this plan.

 

Anyway, I still am unable to get AutoPay set up again like it was just a couple weeks ago. Could a T-Mobile employee please comment on this and help me get AutoPay reinstated?

The new update sucks so bad. Huge failure 

Userlevel 1

Have you tried using *233 to make your payment and setting up AutoPay that way from your T-Mobile Prepaid line?

 

I could not find an option to set up AutoPay using *233. They only gave me the option to pay a one-time fee using a prepaid card, or to speak to an operator, which would have cost $5

 

Same issue. Prepaid user for years (the old “Walmart plan”). I went to the retail store, and they also couldn’t do anything. They asked for cash, which I didn’t have. They told me to call the prepaid service number, which I did. They were also useless. My service was canceled due to non-payment. Since my bill is only $30 I found a workaround by buying a $30 prepaid refill card online through Walmart that described itself as “email delivery”. However, you’re able to put your phone number into a field in the cart on Walmart’s site, so they applied the payment directly to my account. After making the payment through Walmart I was notified that my account was re-enabled within 10 minutes. This is pretty pathetic. Multiple T-Mobile support entities (retail store, phone support, and prepaid phone support) couldn’t apply a payment to my account, yet another company (Walmart) could.

 

I did have success using the Wal-Mart refill card; thank you for mentioning that. When did you start having this issue? It sounds like the problem is specific to this plan.

 

Anyway, I still am unable to get AutoPay set up again like it was just a couple weeks ago. Could a T-Mobile employee please comment on this and help me get AutoPay reinstated?

 

I started having the issue after I got notification that I’ve been moved to the “new and improved experience”, and that I would need to setup my autopay again. I login to find that I couldn’t add my payment details to setup autopay, and couldn’t even perform a one-time payment. When I went to the retail store the rep there admitted to me that this new site has “always been garbage when it comes to setting up autopay”. I really hope the engineers know that there’s an issue. But, considering it appears to only affect pre-paid, I don’t think they really care. In fact, I bet they’d love it if we missed our payments and no longer were able to use our grandfathered plans. 

Userlevel 3
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Why can’t I make my payment online?

 

 

Userlevel 7
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Have you tried using *233 to make your payment and setting up AutoPay that way from your T-Mobile Prepaid line?

Userlevel 1

Same issue. Prepaid user for years (the old “Walmart plan”). I went to the retail store, and they also couldn’t do anything. They asked for cash, which I didn’t have. They told me to call the prepaid service number, which I did. They were also useless. My service was canceled due to non-payment. Since my bill is only $30 I found a workaround by buying a $30 prepaid refill card online through Walmart that described itself as “email delivery”. However, you’re able to put your phone number into a field in the cart on Walmart’s site, so they applied the payment directly to my account. After making the payment through Walmart I was notified that my account was re-enabled within 10 minutes. This is pretty pathetic. Multiple T-Mobile support entities (retail store, phone support, and prepaid phone support) couldn’t apply a payment to my account, yet another company (Walmart) could.

Userlevel 7
Badge +14

The last time I used prepaid, it asked if you wanted to enroll in autopay after making a successful payment through the phone system. 

This forum is primarily a peer help forum with very little presence from T-Mobile outside of moderation.  No one here has access to your account.  Have you tried reaching out to the T-Force Team via Facebook or Twitter? 

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