Postpaid

Accounts, Plans, Features, and Billing

5053 Discussions

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OleksiiFirst activity
asked in Accounts & Services

Reset PASSCODE by 611 doesn't work

My wife can’t signup in her account. Because she don’t know her PIN/Passcode.She has message: Hmm, that PIN doesn't match our records. Give it another shot.She called to 611 and change PIN code (few times), and noting.What we should todo?

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2 years ago
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calexaFirst activity
asked in Accounts & Services

My mailbox is full and needs fixing?

How do I fix my full mailbox, voicemail.

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2 years ago
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magenta4819565First activity
asked in Accounts & Services

Tracking a cell phone

Is it possible to track a line on my account without them knowing an not installing a spy app

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2 years ago
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keboogyFirst activity
asked in Accounts & Services

Do you lose your number if you don't pay for prepaid?

Hi all,I have been overseas for a year but I will be returning to the US soon. I didn’t continue paying the $40 plan I was on, and it’s probably over the time frame where I can.Does this mean my number is now lost? I am planning to return to the US soon and I would like to get my phone number back. Is there a way I can pay for it again?I tried logging into my T-mobile account but it wants me to link a phone number to the account, and I can’t receive the text verification because I am still overseas. Does this mean my number is lost already? Thanks in advance. 

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syaoran
Pillar
2 years ago
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GethookedFirst activity
asked in Accounts & Services

Text record log

How far back can I get text record logs?

3
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Pillar
2 years ago
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SmokeyShadows2021First activity
asked in Accounts & Services

Blocked Text on bill?

We have a certain number blocked on our phones in our family. However, in looking at our phone bills, that number shows up as an outgoing text (only) on a couple of isolated occasions. Person whose phone line it’s under swears they didn’t make any texts but can’t explain why it’s showing up. Any thoughts?

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2 years ago
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diaryofjaneFirst activity
asked in Accounts & Services

Usage shows incoming and outgoing messages between my husband and I during times I wasn't texting him.

T-mobile usage shows incoming and outgoing texts between my husband and I that lasted all day up to almost 4am. I was asleep during that time. From the usage under his number it shows we were talking all day, but from my usage it shows when we were actually talking and the correct times. I am aware of the time difference but I converted the times to my time zone and still we weren't texting each other during those times.  He doesn't really know how t-mobile usage works but he does know I can see who he texts. Maybe he isn't aware I can see time as well... Could this be an error on the usage and instead of showing the actual phone number he was texting, it's just showing mine repeatedly? Or could he be texting someone else but making it seem like he's texting my number?

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2 years ago
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magenta808206First activity
asked in Accounts & Services

Trade-In iPhone Promo - Did not receive what was promised

On 12/17/20 I went into the retail store. Associate told me they were having a trade-in promotion. It’s the 2020 Apple Trade P28 promotion. I asked her how much credit I would receive if I traded in my iPhone 8 64gb for an iPhone 12 64gb, she checked her iPad, and told me I would receive $415 and that I would be receiving $90 of it day of. I thought this was an excellent promotion so I did it. I paid the tax, received the $90 credit and was told the remaining of the $415 would be credited through 30 months. A week later I checked my account and saw I was only receiving total $293 total credit ($7 monthly credit for 29 months), not the $415 promised. When I called T-Mobile Customer Service, they said the promotion was UP TO $415 and depended on the condition of your phone. The retail store associate DID NOT say “up to,” she said SPECIFICALLY $415 exactly and she didn’t mention anything about the “condition of your phone.” Customer service associate said I would receive a call from a man

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2 years ago
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magenta5710589First activity
asked in Accounts & Services

Can an eSIM be activated on a postpaid account WITHOUT going to a store?

I was very thrilled to learn eSIM is now supported on postpaid accounts!!!  &#128522   But I need a true Expert to advise if one can activate the eSIM on a qualified phone without having to visit a store, and if so, how.  I spent 90 minutes today bouncing around on the phone with some support folks that clearly could not accomplish the mission.  They had me try a litany of methods that I had already read would not work, (like downloading the T-Mobile eSIM app (prepaid only), referencing other experts, call backs, blah blah blah, ad nauseum.  I though I was going to have success when I convinced one rep that they would need the EID from the phone, and after putting me on hold the rep did ask for it.  But in the end my happiness bubble was burst.I was finally told I had to go to a store.  Really?  Please tell me it is not true!

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2 years ago
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Sage1973First activity
posted in Accounts & Services

iPhone 12 sim question

Hi, I recently got an iphone 12 pro to replace my iphone X. In the past i have always just moved my sim card to my new phone and called it a day. After some reading it seems i need to use the new sim card that was included with my phone to fully utilize 5g. I have already sent my trade in X back.  I have the new sim sitting here but don’t know how to activate it. If i remove the old X sim from the 12, put the new one in,  go to the tmobile and choose change/upgrade sim it tries to send a text to verify my identity which i don’t get the message because the old sim is sitting on my desk. There is a face id verification method too but that doesnt work and tries to send a text too.  So i am unsure what to do.. i tried calling support and there is a 3 hour wait to talk to someone. I know its covid, but 3 hour wait. I have been a customer 15 years and kinda disappointed with everything right now. Any ideas would be appreciated.

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2 years ago
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HD325First activity
asked in Accounts & Services

T-Mobile is blocking my messages sent to T-Mobile users and myself

Hi, We are getting this same issue below:I am also a T-Mobile user. My SMS messages from Twilio are getting blocked by T-Mobile.I can’t send messages to my T-Mobile numbers and our customers that are on T-Mobile/Sprint network.How can I get help to get this resolved?Thanks!

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srickar
Employee
2 years ago
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NglshmnFirst activity
asked in Accounts & Services

number transfer PIN

I’m trying to transfer my number for my iPad to another carrier.They say I need a PIN, to allow T-Mobile to start the transfer.Is this the same PIN noted in my account settings? I can’t remember it, or view it via the account settings page (the arrow just doesn’t respond when I click on it.) I also can’t seem to reset it either.

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syaoran
Pillar
2 years ago
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AP_2021First activity
asked in Accounts & Services

how to get my phone pin/passcode

My phone broken and can’t turn on. How to get my phone pin/passcode? I tried to login my online account and clicked <change your PIN or passcode> button, it showed up my account info, but there is no pin/passcode. Please give advise.

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syaoran
Pillar
2 years ago
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starman1975First activity
asked in Accounts & Services

Return status has not changed

I signed up with T-mobile the last week of February.  One week later, I received a notification that to be part of the Apple BOGO offer I needed to send in my trade-in in and another email with my trade-in due date.  When I accessed my T-mobile account, I did not see anything about returning my phone or a printing a shipping label.  I did call T-mobile customer service a week after receiving the phones and was provided a shipping label to NRC 13704 Independence Parkway Fort Worth, Tx and no further instructions.  At the bottom of that shipping label I see a description of Electronic Equipment Return Service.  I packed my phone with only a copy of the email I had gotten from T-mobile confirming my trade-in amount and account phone number. When I checked the tracking number, I see that it reached that warehouse on 3/8.  However, I did not see a change in my trade-in status.  Then on 3/10, I did notice that now in My T-mobile it now has instructions and link to the shipping label.  This s

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2 years ago
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magenta10604190First activity
asked in Accounts & Services

Transfer prepaid physical sim to prepaid esim - keep number?

Hi, I've received conflicting information about this so I'm hoping someone can help.I'd like to change my prepaid physical sim to a prepaid esim but I need to keep my number. I was initially told I could do this, but then told that a number couldn't be ported from prepaid to prepaid. I then thought I would switch carriers so that I can get an esim and transfer my number, but AT&T and Verizon only offer the esim on postpaid plans.I'm almost due to pay again for a new billing cycle so I canceled autopay in the hope that I could then purchase a new prepaid plan instead, and transfer the number.Any help would be appreciated!

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2 years ago
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niftyleo667First activity
asked in Accounts & Services

status of ticket

how can I find out the status of tickect# 53616646, were in I cant make phone calls, says only trusted numbers, and I cant be called. I dont have family plan on my phone and that feature does not exist on my account. when I put anothers sim in phone it works just fine.

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Pillar
2 years ago
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magenta7011378First activity
asked in Accounts & Services

Assurant return concern

I have heard about this happening to a lot of people, unfortunately I saw all the stories *after* I filed a claim. I will soon have to mail my damaged phone back. I contacted T-Force and they said that I cannot turn it in in-store since the Protection<360> stuff all goes through Assurant. I am scared they will lose my returned phone and then bill me for it, as has happened to so many other people.Has anyone successfully done a return with Assurant? Any advice as to how I can protect myself - like getting a receipt and buying package insurance? I've also heard filming myself boxing the phone and sending the package is good, does that really help?And what can I do if/when they lose my phone? Also, has anyone actually had a *good* experience with Assurant or Jump? Literally all I am seeing is horror stories.

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2 years ago
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crw924Learner
asked in Accounts & Services

Why am I randomly not receiving texts?

A few months ago it came to my attention that I was not receiving certain messages from what seemed like a single person (they showed me their phone proving they in fact had sent me these messages).  Then it happened with another friend. Both these individuals have iPhones and are on T-Mobile. I'm an Android user.It is seemingly completely random, sometimes even in the middle of a conversation, selective texts sent seconds or minutes apart will not come through.So far I have tried:Changing to the stock texting app (I normally use Mood)Clearing the text app cacheuninstalling and reinstalling Moodchanging the SIMT-Mobile advised me to do some kind of reset (which all it did was make me have to put in all my WiFi passwords again)full factory resetConfirmed APN settingsBought another damn phone.Annoying that I could never figure out wth was happening, but no matter, it seemed like things were working. Well, the problem has returned, and it's very difficult to troubleshoot or know when it's

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2 years ago
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ElfiRogerFirst activity
asked in Accounts & Services

Switching an account due to spouse's death

As Power of Attorney for both my parents, I’m wondering what the best way is to get my mom control over the tmobile account that had my late Father and Mother on it? My mother has a cellphone, but all the contact info online has my deceased father’s information?

1
gramps28
Pillar
2 years ago
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MBradenFirst activity
asked in Accounts & Services

Do we really have to get new phone numbers if we purchase an iPhone 12?

Trying to upgrade our phones.  We’ve had our numbers with TMobile for 10 and 20 years, 10 years for a work line and 20 years for a personal line. We selected “upgrade” for one phone and when we selected the iPhone 12 it said we would be getting a new phone number AND our TMobile phone number that we’d had for 10+ years as my husband’s work number was not transferrable. We then tried my phone line, which we’ve had since 1999 WITH TMobile (the account has always been TMobile) and it said that number was also not transferrable.  We do NOT want to change phone numbers but we need new phones. Soooo……I will call a rep tomorrow or stop into the store, but I hope that isn’t what it seems to be.  Would it be because of the Sprint/TMobile merger?  Because that would be sorta dumb.  

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syaoran
Pillar
2 years ago
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msjsmsjFirst activity
asked in Accounts & Services

eip early payoff

I’ve recently purchased a new phone and am getting a monthly credit for a traded-in device (it was a mother’s day promotion). I would like to pay off the entire amount rather than having to pay monthly and am wondering if I can still keep my promotional monthly credit if I just pay off to close an EIP.The section below seems to say that it shouldn’t be an issue, but I have seen some contradicting answers. [[ From https://www.t-mobile.com/support/new-to-tmobile/promotional-credits#firstheadingIf you pay off your EIP early, you’ll continue to receive the promised Recurring Device Credits (RDC) as an account-level credit through the remaining months of the promotional credit period (up to 24 or 36 months).Thank you!

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syaoran
Pillar
2 years ago
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dolphinsFirst activity
published in Accounts & Services

I got cheated by T-Mobile, please be careful.

All,Please be careful and spread the word to not be cheated. I was an AT&T customer and T-mobile offered be a dual promotion (BOGO - Buy one Get one Free; and Carrier freedom - T-mobile would pay for what is remaining on my AT&T phone up to $650 per phone). I know of few friends who switched to T-mobile because of this great promotion. So, I decided to switch as well. I called on Dec 21st, 2017 and T-mobile confirmed the dual promotion and I got 4 lines & phones. My new T-mobile phones arrived only on 27th. When I switched from AT&T to T-mobile, and called T-mobile to understand how to claim the dual promotions. Now, it looks like the dual promotions have ended and they are now offering me only one of the two (BOGO or Carrier Freedom).So, my first day of T-mobile experience itself, I felt cheated. I spoke to several managers and retention department supervisors andt what was even more disgusting was they were saying these two programs cannot be combined and were never o

11815
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2 years ago
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magenta4953986First activity
asked in Accounts & Services

how to set up primary account holder

not able to see Primary account holder

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2 years ago
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rosefire817First activity
asked in Accounts & Services

How do i delete my tmobile money account?

i created this account as a side account and now i want it gone but i cant figure out how to deactivate it.

3
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2 years ago
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elvisjayFirst activity
asked in Accounts & Services

Not receiving verification texts --NOT using DIGITS

I am not receiving verification texts. My bank requires verification and I never receive the texts I have to use email. How do fix this?

55
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2 years ago
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