unable to add credit/debit card or set up auto pay

I’m in the exact same situation, I won’t be walking to a retail store to pay my bill because they made their website worse again lol
I’ve started looking at Mint and Ting as good options to switch to, they have significantly less predatory data rates as well.

Imagine making it hard for customers to give you money

The payment info fields are grayed out immediately as the page loads before one can attempt to enter the payment info, that is the problem.

Neither me nor the person I replied to are allowed to enter payment info at any point.

Indeed, WTF.  For a major telecommunications company to have a failure such as this in the implementation of a customer platform update is a complete failure of the project management team, who should be encouraged to seek career opportunities else where. I’m sure there’s plenty of entry level positions in the fast food industry they might be able to handle …

The same thing happened to me: 1) Text message to re-setup autopay. 2) Service cancelled. 3) Autopay not accessible. Grayed out as described. 4) Payments also grayed out and not accepting any form of payment. 5) I phoned T-Mobile. Rep tried 2 methods of accepting payment. Both failed.

Here’s where I had better luck. My rep restored my service for a month without payment and forwarded the issue to engineering. He said the problem will be fixed by next month. We’ll see.

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.

Similar experience here, https://prepaid.t-mobile.com/one-time-payment/payment just spins forever and will not load second step.

The part about prepaid that really makes it work is being able to pay for the service in advance, if that isn’t possible, the whole thing falls apart, so I really hope they figure out this one.

I reported earlier that the rep I spoke to credited me for the month and assured me that engineering would address the problem. I was grateful for the first part and considered the second part to be a pipe dream.

But, I have been checking once per week, and today I was able to restart autopay. Good luck with your own accounts.

same here!! No one in the customer service line could help me. They told me to go to a physical store but I don’t think they will help either based on the experience of other users. It is quite unfortunate we have to deal with this every month. The seem no to care about their prepaid customer base. I will be moving to another carrier if the keep on ignoring my request.

Same here, the only way I could use a card was using my Mastercard. It seems Visa Debit cards are the ones failing, but I would be surprised if other cards are not being accepted.

Still a problem, My VISA I had been using forever suddenly won’t work and when I try to re-enter it I get a message saying it’s not a valid card number….Works fine everywhere else.

I can only pay with a MASTERCARD right now, Only one that the system accepts.

early start perhaps?

https://tmo.report/2023/02/t-mobile-is-planning-to-end-autopay-discount-for-these-customers/

I had the same issue. I think I solved the problem, but that will be confirmed tomorrow. These are the steps:

• Buy a “T-Mobile Prepaid refill card” at a convenience store or pay in cash at a TMobile store. Due to my urgency, I bought an e-card (electronic card) from target that was sent to my email within 10 minutes. I paid with my credit card.
•  Look for the Pin number and enter it in your account. You have two options for that:
  • Call 1 877 778 2106 and follow the prompts to enter the pin number
  • In “My T-Mobile”,  “payment summary” you will find an option on the right that says “redeem refill card”.
• After that you will find that amount in your “ Available service balance”, which will be used on the date of your renewal, but that is the part that I will confirm tomorrow.

I hope it helps.

Mahana