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Accounts, Plans, Features, and Billing

5377 Discussions

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ttocsHelper Level 2
asked in T-Mobile.com and T-Mobile App

T mobile app fingerprint login trouble

The phone is a moto 5 g5 2022.  For the last 13 months, since new, the app has let me login with my fingerprint, but last week it wouldn't give me the option.  I logged in with a password and found the fingerprint toggle was off, with no change by me.  When I slide it back on, it stays on for about 1 second and then turns itself off again.  It won’t stay on.  So I called tech support and they had me do the usual things and then transferred me to a level 2 tech guy and we tried more things, but still the same problem exists.  I can’t uninstall and reinstall the app because there is no option for that.  He had no solution in the end, and sort of blamed it on Motorola, so I thought someone here may have dealt with this issue and found a fix. The fingerprint works fine with my other apps, banking, PayPal, and the lock screen, etc.  It’s just the t mobile app that is having the problem. Thanks for reading.

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5 days ago
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Matt4112First activity
asked in Accounts & Services

How can I leave positive feedback for a rep?

Hey there -  I have made at least a dozen calls to fix an issue I was having with my monthly bills. I was about to quit service, but I had a rep FINALLY able to fix my issue permanently. Is there any way I can leave a positive review for her? She was fantastic and I don’t ever want to talk to another rep. -M

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19 days ago
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tifftbFirst activity
asked in Accounts & Services

Keep and Switch Card help

Can someone please help, I am panicked. I had $316 on my keep and switch card and I transfered $311 from my venmo to the card. Venmo says transfer complete, and the prepaid card says balance $5.48 as if they sent that money to venmo. So $600 is missing in action. I have no idea who to call or what to do? Has anyone else tried to transfer money to this card and this happen? 

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5 days ago
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Davis1964First activity
asked in Upgrades and Orders

returns

Why does every customer service rep say something different?  Why is it so hard to return a phone.  Turned away by two stores and forced to send phone back via UPS!  No refund was given and I still have not been helped with my issue!

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4 days ago
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SamGal67First activity
asked in T-Mobile.com and T-Mobile App

Enable 3rd Party Billing

I can’t find where I can enable 3rd party billing in my account. Can you point me in the right direction? 

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19 days ago
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thanhdoFirst activity
asked in Accounts & Services

T-Mobile proprietary Credit Score

I received a paper from T-Mobile that I got proprietary Credit Score.Does it add to my Credit score in my Bank of America bank?Thanks

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18 days ago
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RichNJFirst activity
asked in Accounts & Services

Will I lose promotional device credits if the phone number originally assigned to the device was changed due to porting or a change in responsibility

For the past year, I have had a T-Mobile Magenta Max Military family plan with 6 voice lines associated with 6 devices all being paid off with promotional credits.  One of these 6 devices, a Samsung Galaxy S23, was intended for my personal use, but since most people contact me using a business phone provided to me by the company I work for, I rarely used the Samsung Galaxy S23. I recently left this company and they allowed me to retain that business phone number via a change in responsibility to “port” that number to my personal Samsung Galaxy S23.  I contacted T-Mobile and was told they could change the number on my Samsung Galaxy S23 from the number it was originally assigned to the number ported from my previous company and there would be no change in my monthly billing.  Although I generically use the term “Porting”, I’m told this is actually a “change in responsibility” since company business phone was also on T-Mobile.  a job which provided a business line paid by the company.The

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18 days ago
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Masterchris69First activity
asked in T-Mobile.com and T-Mobile App

help please

I had a t mobile account..switched my provider and ported my number to tello.Now i see a deal on t-mobile that i want..but im totally cut off from t-mobile..i had a good credit score with them.I called customer support and they asking me for a 6 digit pin..and i cannot remember it..How can i recover it? I went to the store aswell and they cant help me

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18 days ago
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allprocenterNovice
asked in Accounts & Services

In the weeds about Web Guard

I have been playing around with Web Guard off and on for a while now, trying to take advantage of the ability to filter my childrens’ internet access when away from my home wifi, and I appreciate that the feature is there.  I just have one very specific but frustrating issue.In my playing around, I have come to understand that the filtering is implemented by OpenDNS (which I have used previously at home).  But compared to OpenDNS’s free public products for home use, Web Guard seems to have a customized set of categories, and a customized assignment of those categories to the filtering levels.Which gets me to my specific issue: an app that my family uses (Life360) has its site classified as “Online Communities” in Web Guard, which gets blocked at the High level of filtering.For their home products, OpenDNS maintains a system for suggesting changes to the categorization of a website, but I don’t know if there is any possible way to get TMobile to take suggestions for recategorizing a sit

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3 days ago
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josematbFirst activity
asked in Accounts & Services

Reimbursement from only one phone

Good afternoon.  I recently transferred five lines to T-Mobile and submitted the information from all of them (keep and switch) but only received the reimbursement of one line.  What am I doing wrong? Thanks,Jose

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16 days ago
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danialvettori007First activity
asked in Accounts & Services

Inquiry Regarding T-Mobile's go5G Plane Service

Hi,I am reaching out to seek clarification and further information regarding the "go5G Plane" service that T-Mobile has reportedly introduced.I have heard about the go5G Plane offering and its potential to revolutionize connectivity for travelers, but I would appreciate a more detailed explanation of what this service entails.Specifically, I would like to know: Service Features: Could you please elaborate on the key features and benefits of the go5G Plane service? How does it differ from existing connectivity options for travelers, such as in-flight Wi-Fi or roaming packages? Coverage and Availability: What is the coverage area of the go5G Plane service? Is it limited to specific regions or available on select flights, or does it offer global coverage for travelers across different airlines and routes? Device Compatibility: Are there any specific requirements or limitations regarding the devices that can access the go5G Plane service? Do travelers need to use specific smartphones,

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16 days ago
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RudyJFirst activity
posted in Accounts & Services

New Data Cap on T-Mobile Home internet

Well, T-Mobiles 5G UNLIMITED High Speed internet is no longer truly UNLIMITED. Another case of bait and switch.

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15 days ago
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netjake1First activity
asked in Accounts & Services

Blocking specific number from calling

We just signed up for TMobile yesterday and enrolled in Family Allowance. I want to set it up for that specific people cannot call / text my son. How can I do this without blocking everyone?  Thanks! 

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14 days ago
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jsarchibaldFirst activity
asked in Accounts & Services

Switch from ESIM to Physical SIM

I would like to switch my esim to a physical SIM.  I have a new SIM here that must be activated before 12/23/2024.  IU keep getting messages telling me that I have used my hotspot, but that is inaccurate.  I use a VPN for all of my traffic and I think that is leading to this confusion.  How do I switch from the esim to the Physical SIM?

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14 days ago
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magenta6998398Novice
asked in Accounts & Services

I'm being double charged

I'm being charged for two lines and have been for months when I only have one. I have called multiple times to request this be fixed and it never has been. Now my account is locked because I lost my phone and I’m hoping to get this resolved prior to reinstating my account. Can someone please, please actually help me with this?

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13 days ago
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WaitingstillFirst activity
asked in Accounts & Services

T Mobile is stealing my phone number

I am so angry right now I could come right thru this screen! My friend Bob asked me to join him at T mobile for a promotion for seniors and then he would get a free phone.I left Metro PCS/T mobile with my phone number I’ve had for years and got on his account. However, he only made me an add-on and I have no primary powers. In addition to joining their service, I purchased a Galaxy S21+ for $1000.It pains me to say, Bob passed on Valentines Day of this year. And because I didn’t have the forethought, while I was holding his hand as he was dying in the hospital, to ask him his PIN number as primary phone account holder, T Mobile refuses to release to me my phone number. They didn’t issue me this number, I came there with this number and as anyone reading this knows your phone number is everything.  Your bank, credit cards, Amazon, Netflix, gaming, friends, work and family. Which also leaves the $1000 phone I purchased locked and unusable.  I even offered to reconnect the phones, even th

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13 days ago
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WaitingstillFirst activity
posted in Accounts & Services

T Mobile is stealing my numberf

I am so angry right now I could come right thru this screen! My friend Bob asked me to join him at T mobile for a promotion for seniors and then he would get a free phone.I left Metro PCS/T mobile with my phone number I’ve had for years and got on his account. However, he only made me an add-on and I have no primary powers. In addition to joining their service, I purchased a Galaxy S21+ for $1000.It pains me to say, Bob passed on Valentines Day of this year. And because I didn’t have the forethought, while I was holding his hand as he was dying in the hospital, to ask him his PIN number as primary phone account holder, T Mobile refuses to release to me my phone number. They didn’t issue me this number, I came there with this number and as anyone reading this knows your phone number is everything.  Your bank, credit cards, Amazon, Netflix, gaming, friends, work and family. Which also leaves the $1000 phone I purchased locked and unusable.  I even offered to reconnect the phones, even th

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13 days ago
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MaximFirst activity
asked in Accounts & Services

I need to know who call me at 1:44 am today

I need to know who call me at 1:44 am today

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13 days ago
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magenta7892466First activity
posted in Upgrades and Orders

Samsung Trade in through T-Mobile gone wrong

I pre-ordered a Samsung S 24 Ultra through Samsung website, but ordered the T-Mobile one through a promotion they were running with Samsung. I traded in my unlocked S22 Ultra purchased through Samsung 2 years prior. T-Mobile sent me shipping label, i returned the phone through UPS. Tracking showed TMO GRC received my phone on February 13th. February 16th i received text from 456 Tmobile saying they received my trade in device and are processing. I received the first bill credit.  Now to this month. I lost my bill credit. Tmobile says they didnt receive my phone. I showed them documentation where the phone was sent through UPS and their label, delivered by UPS and received by Tmobile. Theyre claiming they do not have it in their warehouse and are not giving me the credits. Then came back and said no promises, but they will escalate the issue. No promises? T-Mobile is jacking me for $1000. I have been a loyal customer since 2009. This is very disheartening. I am not sure what else i can

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10 days ago
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yhaddadFirst activity
asked in Accounts & Services

Intetnational calls

Why making international calls from Tmobile line is really so bad !!! , very poor quality it seems they are using a very poor 3rd parties International gateways 

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9 days ago
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SuzameFirst activity
asked in T-Mobile.com and T-Mobile App

Mcafeee

Any idea why McAfee T-Mobile app suddenly asks for phone number for “verification  to create a new account” when I already have an account?   Searched for an answer but got nothing. I updated the app but it still asked for my phone number so I went ahead and typed it in thinking it would recognize my number and redirect it to my existing account but it appears to have created a brand new account. None of the identity info I had before shows up. So worrisome considering the data breach several years ago. Any idea why this has happened?  

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9 days ago
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kardutFirst activity
asked in Upgrades and Orders

Plan/phone upgrade from OnePlan Military to Go5G+ Military

Considering upgrading our family plan from OnePlan to Go5G+, but want to find out more details about the upgrade every 2 years offer. Are we eligible to upgrade as soon as we change our plan? Are there only certain phones we can upgrade to for free? 

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9 days ago
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impFirst activity
asked in Accounts & Services

*67 on bill

Last month I *67 a company 3 times because I needed help from them but didn’t want them to then start calling me. Now I am trying to find out exactly when I called them. Do *67 numbers appear on tmobile call lists and if so how do I locate them? Again I am the one doing the *67. Thank you. 

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8 days ago
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msdruryFirst activity
asked in Accounts & Services

Regular voicemail

How do I use/access regular (NOT visual voicemail) on my S21Ultra?

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7 days ago
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Fgadel1972First activity
posted in Accounts & Services

We were scammed by the sales team

On Feb 3rd 2024 we were offered a promotion to have a $830 discount on each of two equipments an IPhone 15 and on an IPhone 15 pro.This  would render the IPhone 15 for free and the pro for less than $200, which would be payed through a $6/mo charge in our $90 plan. When we started receiving the bills, both Iphones are being charged on their full price, when we contacted support they said we would have to move to a $146 plan to have that promotion. Now we already sent our old phones and received the new ones and they don’t give us an option of returning these, getting ours back and terminate our contract. We have prints of the chat with them where the offer was made and they did investigate the chats so they know that we were lied to (yes, this was confirmed by their customer service over the phone) and still didn’t try to fix the issue, which takes the “mistake” explanation out of the question. We’re trying to see which is the quicker way of getting out of T-Mobile to another carrier.W

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21 days ago
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