Accounts & Services

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  • 19,702 Replies

4498 Discussions

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rtn60350First activity
asked in Accounts & Services

Can I add an Authorized User into my T-Mobile Acct online by myself?

Greetings to All,Just transferred my cell #s to T-Mobile today 02/21/2024.I have a question about how I can add an Authorized User to my T-Mobile Acct online.I found this post, which was posted 4 years ago. I’m not sure if it still applies today.Can anyone please show me detailed step-by-step instructions? Thank you! 

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2 months ago
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MaliyanicoleFirst activity
posted in Accounts & Services

Customer Service

Hello,My customer service representative, Ronnah, was absolutely amazing! Ronnah helped me with activating my syncup drive that was synced to my old account. I did not know if I was being helpful with explain what the situation was but Ronnah did not show any frustration and had amazing communication. Ronnah was very professional and assisted me with my issue and in the end helped me resolve the problem very quickly. I am very grateful that there are still customer services representatives that are still so very kind and caring. I wanted to do a personal recognition through a survey, however, Ronnah let me know that surveys are randomly sent out. So this was my next best option. Again, thank you Ronnah! I really appreciate you!  ❤️

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2 months ago
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KrunkinatorFirst activity
asked in Accounts & Services

Refer a friend link not working

Hi, referrals.t-mobile.com. this is the link for refer a friend - it’s not working.  Any help? 

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2 months ago
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BoogerFirst activity
asked in Accounts & Services

DENIED ACCOUNT ACCESS WITH DESKTOP

Hello.Cannot seem to access Tmobile from my desktop.  I have tried chatting via my cell phone, they didnot help.  I have cleared cache/data. I have tried Google & Edge.   What is the problem.  It is very odd that I cannot go to my account to review/print out a bill or look at other plan options.

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2 months ago
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jcb999First activity
asked in Accounts & Services

Family Allowance: Won't let me remove a time restriction

I’ve been trying to REMOVE the time restrictions for over a month via the Tmobile website.  It refuses to complete the removal.  Does anybody have a procedure? Thanks, J

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2 months ago
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wtb50First activity
asked in Accounts & Services

Incoming Caller ID

Caller ID is not coming up with a call.  Just the number appears.   My OS is not displayed in the Support section in T Mobile.  I am on 17.3 on an Apple I Phone Pro Max

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2 months ago
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sherry16First activity
asked in Accounts & Services

T-Mobile won't let me change my phone number

I called T-Mobile yesterday to change my phone number because I am receiving a lot of spam phone calls. I called and the woman helping me gave me a new number and told me to wait 2-4 hours for this change to happen. I waited 5 hours and my phone number never changed even after turning my phone off and on multiple times. I called again and the woman on the phone told me that the change looks good on their end and to just wait a little longer. It has been OVER 24-hours and my phone number has still not changed. I called again and have been on the phone with the agent for almost 1 hour. He keeps giving me different phone numbers that are available but every time he tries to put it through he receives an error message and won’t tell me what it is. He then asked if he could call me tomorrow and I am furious because this change should have happened yesterday! Has anyone dealt with this? T-Mobile is being vague and no help with this issue and it is irritating and frustrating. 

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2 months ago
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cgilleyRookie
asked in Accounts & Services

I'm done...

Dear t-mobile.  you never ever got the sprint acquisition correct.  It’s a, and after many, many years, you are just not worth the hassle.A few months ago, I could login to my account (where the bill is paid) and pull up my invoice.  Nope, not anymore.  Now my phone is no longer associated with the account.  Interesting.  You bill me, my phones work, but I cannot see my bill.Mint mobile is looking REAAAAAAALLLL good at the moment.  Honestly, I see zero reason to have your service. Okay now that I am done whining, etc - and prior sprint customers out there in never never land?  Did you get it resolved?  How do I as the paying customer recover control of my account?  My wife opened it, and I appear to be the red headed step child that just pays the bills. Yes, I did call support.  On hold for 45 minutes, repetitive reminders that using the T-Mobile app I can pay my bill or upgrade my phones..  I think I’d rather have a coloscopy.

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2 months ago
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TravisSalFirst activity
asked in Accounts & Services

Business Caller ID name appearing incorrectly on T-Mobile outbound calls

Our company has a voip carrier that has updated our CNAM for our phone line in their database. When we call a T-Mobile wireless customer it comes up with the phone# and an incorrect copmany (occassionaly it will show a name, some calls it shows the incorrect name, some calls it is just the number) which is causing issues with people knowing who is calling. How do we get T-Mobile to update their CNAM file so that when we call your wireless customers our correct name appears

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2 months ago
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handalFirst activity
asked in Accounts & Services

Billing Detail Access

The monthly bill has gone up to $27~ since last December.I attempted to access the bill details but require authorization from the main account holder.Currently, I am under my brother's account, and he is unable to log in to the T-Mobile account to grant access as he is overseas on military duty. Is there a way to access the billing details without needing approval from the main account holder? 

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2 months ago
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kentuckyjimFirst activity
asked in Accounts & Services

Can't Access AutoPay

I’ve been using AutoPay for many months but I need to change the bank account number.  For several days I’ve been easily able to access my Dashboard, etc. on the TMobile website but clicking on anything related to AutoPay anywhere on the site only produces a blank page. 

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2 months ago
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lcc81Novice
posted in Accounts & Services

Horrible Customer Service Experience

Been with T-Mobile for 19 years, never a late payment and outside of calling to upgrade phones or do so in a store a couple times, never call for help with anything.  I recently got an upgrade to an Iphone 15 Pro Max and while doing so over the phone I asked the rep if the $225 bill credit would be applied to my device directly and she assured me that it would be.  Fast forward to when I get the phone and my trade in is received, it shows up as a bill credit on my balance - not my device.I figure no problem I call customer service and ask for help they assure me that it will be handled and apologize for the trouble.  I wait and notice it doesn’t get updated and eventually I’m calling once per week to ask for status even when I’m being assured that it’s going to be handled and applied to my device as they said it would.  Finally today, I called again for help because I noticed it still wasn’t applied.I got a rep named Zaria (ID Number 9992511365) based in the Albuquerque branch of T-Mob

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3 months ago
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LenkFirst activity
asked in Accounts & Services

sirius in vehicle

Can I register Sirius to my vehicle for direct listening?

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2 months ago
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Zetsu2012First activity
asked in Accounts & Services

JOD 50 percent

Is there any way I can make an extra payment to 50 percent or more and then upgrade? I don't want to pay the whole lease amount to upgrade. Like... the remaining balance of a 189 lease is 126. An estimate amount to 50 percent or more is about 33 dollars.

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3 months ago
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whythisFirst activity
asked in Accounts & Services

third party purchases

How can I make sure I have third party purchasing 

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2 months ago
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Nateross40Novice
posted in Accounts & Services

I WAS SWINDLED BY T-MOBILE

I was unhappy with Verizon after being a customer for 23 years. I contacted T-Mobile and they start the promotions and the sales pitches and the deals. They make it sound like this switch is a breeze. IT’S NOT! Here’s what the deal was: I switch to Verizon on a discounted first responder plan. They said they would pay the balance of our devices from Verizon which was about $800, no problem. They next tell me I can get a free iPhone 14, and I can add a free line. I didn’t really need one but I gave my daughter my phone and took the iPhone 14. Seemed like a great deal and I cut my bill in half after I sign up. THEN… they tell me I need to get bills from Verizon and itemized bill showing the balance on the devices, but guess what? Verizon shut down my account as soon as the lines changed! So I make 2 phones to Verizon totally approximately 3 hours. The first guy agrees to mail me 12 months of bills. Received them in 7 days. But, 12 months of bills showed nothing about balances on the devi

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2 months ago
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kristitomlinsonFirst activity
asked in Accounts & Services

Jump 2.0 and Apple TV+ 6 month offer

Do you have to cancel Jump 2.0 to get the 6 months of Apple TV+ for free? I went to try to redeem the Apple TV+ offer and it wants to make me give up Jump 2.0. Why is this? The phone is paid off already but I may want to use that program in the future. Can anyone explain this?

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3 months ago
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MG CondoFirst activity
asked in Accounts & Services

5G inet plan switched without my authorization

I went into my local T Mobile store to exchange a defective 5G gateway that I only had for a few months, I was on the $30 a month 5g plan.  They said they would have to cancel the existing number of the old gateway and assign me a new number for the new gateway. I was told to call 611 to cancel the number.. All is fine until I had to call tech support for login issues with the new gateway and they said they could cancel the 1st number.  He tells me to log into my account to see what was done and I see that they CHARGED me $40 a month for the new line.   NEVER WAS i TOLD AT THE STORE THAT THEY WOULD CHANGE MY $30 A MONTH PLAN TO $40.  I NEVER AUTHORIZED THEM TO CHANGE MY PLAN.

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3 months ago
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GmokevFirst activity
posted in Accounts & Services

Customer Service Abuse

I have been a Sprint/T-Mobile user for more years than I can remember and have been reasonably tolerant with the service. However, my experience in upgrading my iPhone today left me quite frustrated and angry. My call was handled by a rooky trainee with zero experience and while I understand and support the need to train new employees. I just don’t agree that a reasonably intelligent customer should be subjected to what I just went through. A transaction which was as trans forward as upgrading an instrument simply should not take the better part of one hour to complete. The person handling my call was difficult to understand, did not understand my comments/requests had to have everything explained by her coach and various requests to talk directly with the coach were ignored. T-Mobile should be ashamed to treat a customer regardless of her/his time with the firm with such a lack of respect.Please provide your thoughts and comments. Also how do I communicate my displeasure to someone ho

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2 months ago
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MarkBFirst activity
asked in Accounts & Services

need help speaking to a manager

I have been a long time customer and recently had my phone fail on me. I went through a warranty exchange and the refurb (#1) phone they sent me had someone’s information still on it. It had login information for this persons Amazon and Spotify account!!  I was able to see all of his stuff.  I called to report it and was promised a new phone by a “supervisor“. When that phone arrived it was another refurb phone (#2) of lesser quality then the one they sent me the first time! This time I called again and spoke with a guy named Dak who promised me he would help me. Over a week and a half he kept promising me he was going to get me a new phone but then finally told me his upper tech people rejected it and I should just wipe the phone and start over. So I called and waited till I got a US call center and spoke again with another supervisor in Georgia and she told me I had to but a new phone or take a refurb. Those were my only options. I was not happy but she kept insisting. So I finally r

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2 months ago
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cjhollyFirst activity
asked in Accounts & Services

Why am I getting SMS from our other phones on the phone I forwarded them from

OK, we have 3 phones all on T-mobile linked to the same account (Magenta 55+). One phone replaced an AT&T landline. The other two replaced AT&T mobile phones. (Sense a theme?) The landline replacement gets the doctor calls, neighbors, friends, relatives, so people only have to know one number. The others are for personal calls from people needing to reach us individually. I want to forward SMS from the landline replacement to the other two phones because the landline replacement is rarely looked at.I did that successfully with Tasker. But when a message is forwarded, it comes back from the other phones like they forwarded it to the landline replacement. Tasker is not on those phones, so I don’t see any way it can cause this.Those phones are all linked on the same account because we got them all at the same time, and I am the only one who has half a clue how to access info online, including DIGITS. My wife’s phone is not registered to DIGITS because I don’t want to overhear comm

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2 months ago
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raskarimiFirst activity
asked in Accounts & Services

Activating a deactivated number

Hi, I was in Germany for 8 years and then left returned to my country. Now my SIM card has been deactivated because I did not use it. Is it possible to activated it again? Best regards, 

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1 month ago
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DarkRavenNovice
asked in Accounts & Services

Sprint customers are being punished

Sprint Customer over 20 years. I was told if I sign up for Auto pay, I could get $5.00 off my plan, now I have to call it in every month to get my $5.00 discount and today I was told, they won’t give me a $5.00 discount anymore for having auto pay and I have to now change my plan which costs much more. What did I do to deserve this when I have been a loyal customer and veteran for over 20 years? It seems people that migrated over from Sprint are not getting the discounts and loyalty from T-Mobile.

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2 months ago
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Maryq52Novice
asked in Accounts & Services

Delayed in sending me a replacement when i work remote!

I'm so upset. I called T-Mobile and they said that they would send me a replacement box since mine was broken. They told me it would take one or two days. When I called again because I noticed that it hadn't been shipped out, the technician said I could have gone to a T-Mobile store for a box and it was too late now to change. Why didn't the customer service representative let me know that that was an option? I work remotely and this has greatly affected me. The customer service sucks. The intentionally delay sending boxes. They do not care about their customers. I don't understand why they're charging an extra $5 for customer's not to give access to their bank accounts yet, they'll spend millions on super bowl ads. Your customers are watching your greed.

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2 months ago
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Jbmnick2056First activity
posted in Accounts & Services

T-Mobile Rebate won't work

I have tried on both my phone and laptop and cannot get my rebate to pull up. I received my email saying "your reward is here" but the link that is included is broken and won't let me continue going forward.  Any ideas? 

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2 months ago
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