Issues with primary account holder

  • 21 September 2017
  • 28 replies
  • 1654 views

Dear customer service,

I did a conversion from non-credit checking to regular post-paid account 3 days ago. Right now, I have a  3 lines in T-Mobile One account. I can make phone calls and use data. However, whenever I log in to my T-Mobile using my primary phone number (ending with 6185), the system always reminds me that I haven't "confirmed the primary account holder". But when I follow its instruction and input my SSN number and DOB, it always says "server error" and can't process my confirm request. I've tried a dozen times, it never worked. And because of that, I can't actually do anything with my T-Mobile since most features require primary account holder status, such as sign up with Netflix and add a line, etc.

Please take a look into this and let me know what's going on here.

BTW: I've called a few times your support, but none of them solved the issue. Most of them don't even understand what I'm trying to do.

Thanks.


28 replies

Userlevel 5

Hey there!

Sorry you are having so many issues getting this set up, you should definitely be able to complete that online, and customer service should also be able to complete the request. I would suggest reaching out to T-Force! You can link them to this page so you don't have to explain the issue again! 😊

-Lauren

Thanks Lauren.

I've contacted T-Force and they couldn't get it fixed for me. They've escalated and opened a Trouble Ticket #17435980 for me.

Here are some more information regarding this issue. Hopefully it can give you more ideas of what is happening.

1. The primary phone number should be the one ending with 6185. When I log in with this phone number on my T-Mobile account, I see this

But when I click the "Confirm primary account holder" and input my last 4 digits of SSN and DOB, I see this

I've tried a dozen times over the last 2 days, I got this every single time.

2. The weird thing is, I'm actually able to view and change my plan, which means it IS somehow a primary account, because I couldn't do this when I use the other 2 phone numbers to log in.

3. I'm even able to add "Fam Netflix" to my services and confirm and submit, 

but when I tried to continue to sign up with Netflix (or click the link in the account home page "sign up with Netflix"), it shows this:

Userlevel 6
Badge +14

Thanks for all the screen shots and the extra details. Filing a Help Desk ticket really is the next best step. Have you heard anything back on that ticket? Please keep us updated. Thanks!

Hi Mike,

Not yet. For some reason, they created 2 tickets for me, #17435980 and #17445228. Both of them were created on last Friday. I'm still waiting for their updates.

Thanks.

Userlevel 5

Oh man. 😥 I'm sorry to see it was a back end issue, the ticket should resolve it, but I know it's a pain to play the waiting game and spend so much time tracking down a resolution.

Please keep us updated, hopefully it will get resolved ASAP.

-Lauren

Userlevel 6

Hey, there! Just wanted to check in here and see if you had any updates on your ticket and PAH verification situation! How are things going for you?

- Marissa

Hi, Marrisa,

I‘m still waiting for a response. It seems the technical team has difficulty fixing my issue.

thanks

Userlevel 5

😥

Apologies again for the delays, I hope they are able to find a resolution for you soon!

-Lauren

Userlevel 5

Hey, @dongfangcan!

I know it has been a few weeks since two tickets were filed on your behalf to get the account owner issue fixed. By chance, have you heard back on them or is your MyT-Mobile account set-up properly now?

Hi Lauren,

Thanks. Still no updates. I called a few days back and some rep told me that an engineer was working on that but still not fixed yet.

Other than the primary account holder status (and not able to sign up netflix because of that), my phone works fine.

Userlevel 6

I'm glad to read that your device is working well, @dongfangcan​, and thanks for your patience with this primary account holder issue. I know it's only been a few days, but I wanted to check in and see how things were going for you. Please let us know if there are any updates!

- Marissa

Userlevel 6
Badge +14

Hi @dongfangcan !

Have you heard back about your tickets at all? Please let us know if anything has changed or if you have new info. Thanks!

Hi Mike,

No, I haven't heard back from them. It looks like this is something that they can't easily fix. I'm kind of tired of having to call 611 and spend 20 minutes waiting and explaining to someone and then all I can get is that "it is being taken care of by the tech team, please wait".

Thanks.

Userlevel 5

You're right, it doesn't sound like such an easy fix, @dongfangcan! I'm incredibly sorry this is taking so long. I know you've spent a lot of time on the line with Customer Care trying to get this sorted out. Thank you for hanging in there.

Userlevel 6
Badge +14

Ah okay. I know it's tough to wait but you did the right thing by having us file tickets. I can take some time to fix issues like this. I know it doesn't make the wait any better, but like Amanda said, thanks for being sticking with us while we get this fixed for you.

I'm having the exact same issue. We made some changes to our account, 6 lines total, by making my wife primary account holder. Every time I enter her info to add her as such I get a message saying problem with server. This is definitely a T-Mobile issue and for me has been occurring since Sunday afternoon. It is now Wed 5:46 Pacific time.

Robert Byram

Userlevel 6
Badge +14

Oh, sorry this sites giving you fits as well. You should try testing another browser and clearing the history on it. If you try after that, and it continues, you should have our Tech Care folks file a Help Desk ticket for you. That'll be the next step to get this resolved for you.

Hey, just wondering if tmobile ever fixed this for you?  I'm having the exact same issue.  Anytime I tried to enter my ssn and birthday it would give me a server error message.  Now it just says that the info I entered doesn't match their records. I've been trying to add a PAH for about 3 months now.

Userlevel 6
Badge +14

Oh boy @asherz88 , 3 months is a long time to be dealing with this. You're going to want to Community-2153 and have our Tech Care folks file a Help Desk ticket for you. That'll get the right web team involved and get this resolved for you.

I am having this same issue with setting up my number as a primary account holder. Was T-Mobile able to resolve this issue for you? It is driving me crazy because I can't do anything with my account or sign up to get the Netflix deal. This is what the website tells me after I enter the last 4 of my social and birth date. "My T-Mobile is currently unavailable while we work to improve the site for you. Please try again later."

Userlevel 6
Badge +14

Hi there @lemzyo  and thanks. My apologies that the site is giving you fits. I know there's been some changes going on and folks have been running into trouble using some of the services. What you'll want to do is Community-2153​ and have our Tech Care people file a Help Desk ticket for you so engineers can get to work on this. Thanks for coming here to tell us about this.

Seriously, there is a problem on the T-Mobile end. If they are asking for Primary account information, there should be a simple way for people to enter that information into their accounts. The fact that there are multiple people having issues is telling. We shouldn't all need to submit Tech tickets. It is a common problem. Why doesn't T-Mobile fix their website to allow us to enter our information and accept it!!!

Thanks for the prompt response. I did call in today and got it fixed.

Thanks again.

I have called T-Mobile twice and I have been told that something is wrong with the server and that I should give it a day to try it again. Both times I have done exactly as they said to no avail. I will call again to see if someone can fix it.

Im having the same issue....

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