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T-Mobile Connect account shows "Limited Access" in the T-Life app
I've already spoken to customer service about this issue and basically had no response, other than "wait a while". I'm both a T-Mobile postpaid customer (with one phone line) and a prepaid customer (with a separate phone line), and I also have T-Mobile Home Internet as well. Both accounts use different email addresses, as required. For my postpaid account the T-Life app works fine. However for my prepaid account the T-Life app shows "Limited Access" when you click on the Manage button. Customer service said "wait a week". It's been over two weeks and no change. Anyone else have this experience, or any suggestions on what to do? I was told that for T-Mobile Connect customers that spam call screening is only available via the T-Life app, not the Spam Shield app. So basically if the T-Life app isn't working properly you're out a lot of services on your smartphone.
cjrgc
Network Novice
6 days ago
138Views
0likes
4Comments
TMobile online account is a problem
I have 5 lines w TMobile prepaid and even I pull up my TMobile whether it's w my number or the email associated w all the numbers it will only show me info on one number and it's not even the primary number it does show all the numbers listed together but will not show no information on the other 4 numbers how can I fix that
j6shot
Network Novice
21 days ago
144Views
0likes
0Comments
Terrible customer service
Is it me or in the last 6 months has tmobile customer service hit rock bottom? Rude, argumentative and downright nasty behavior coming from their reps.
rowz10
Network Novice
22 days ago
58Views
0likes
0Comments
esim purchase and set up
Hi all, I have just used the T Mobile esim app, to purchase an esim. I filled in all the details etc, although somewhere I read it would ask when I wanted the esim activated. It is for use in an upcoming trip to the US. There was no such request about when you want the esim acivated. I read that the esim would not be able to activated until I was physically in the States. Well here I am in Australia with an active esim. How do I fix this and why did it activate if I am in Australia????
orion__jb2001
Network Novice
22 days ago
114Views
0likes
1Comment
I don’t know what to do it has to deal with calls
So I didn’t really have a problem with this until the past 2-3 years and I want to see how to fix it but after 8hrs like on the dot it says call failed and I don’t even touch my phone and this really sucks cause I have to be on my phone longer then 8hrs for my job and it’s really stressful sometimes cause it could be an important call and I can’t get it back please let me know if you have any idea how to fix this
Plshlpmewimyque
Network Novice
2 months ago
94Views
0likes
0Comments
Upgrade paramount plus
Upgrade paramount plus ➕
bigb1963
Network Novice
2 months ago
182Views
0likes
0Comments
T-Mobile "fraud" and Violating FCC rules regarding porting
To make a long story short, I've used the same number for years for work. I switched this number from a postpaid to a prepaid and in less than a month it was flagged by T-Mobiles "fraud" department. I'm a Licensed Insurance Agent that deals with life, health, investments, etc. So as you can imagine this has cost me a lot of money. My clients know this number and its on all my business related things. I reached out to customer care several times and they tell me to wait 48 hours. That was over a week ago. I've called several times since then and also went into the T-Mobile store. They sent an email to the fraud dept but I haven't heard anything. At this point, I have no interest in doing business with T-Mobile as they have cost me so much money. I requested a port out pin so I can retrieve my number for another carrier. The problem is, you can't reach anyone in this company other than customer care who can't do anything because the account is locked because some nerd in the fraud department thought a completely legitimate number was fraud. I can't get a port out pin for my number which is a violation of FCC regulations. See here Before I make an FCC complaint and have my lawyer contact T-Mobiles legal dept for the money they stole from me. (I paid my prepaid bill way in advance), I am hoping someone here has any answers or any idea of who I can contact or how I contact someone who might be able to help. Thanks.
Joetmo
Network Novice
2 months ago
451Views
0likes
3Comments
Cell spot scam!
I was just charged after porting one of my numbers out for 315 dollars, without a warning!! When I questioned the store rep (thinking it had to do with a internet tower I had returned a few months ago) I was told it was because of a cellspot “I didn’t return like 3 years ago”. What kind of business is this!?? I’ve never ordered a cellspot and without a heads up, yall just take people money like that? Without considering what damages you may cause people who live paycheck to paycheck all while poor reps in stores get yelled at!? Then to get a hold of anyone of you over the phone is minimum a 30 minute wait?? T mobile has become a scam machine. Stay away!! This won’t let me attach pictures but I’m plastering everything I got all over the internet! People need to stay away from these exploitative corporations.
TMBSKZ
Network Novice
3 months ago
185Views
0likes
0Comments
How do I update VERIFIED email
I want to change the verified email address associated with my prepaid account. All communication from t-mobile is using this email address. If I visit the Security Dashboard (by pasting the link https://account.t-mobile.com/sap/v2/profile/security-dashboard) it shows my email as "verified" but there is no option to change it. I changed my account profile email a few months ago but all communication is still going to the verified email address. The community profile also used the verified email address instead of the account profile email address when I set it up today. Is there a process for updating the "verified" email address or do I need to call to get this unverified/changed?
jfstl1
Network Novice
3 months ago
241Views
0likes
1Comment
SyncUp Tracker Scam
3 years ago at a TMobile store my partner and I purchased two new phones. We spent a long time at the store, filled out agreement forms, the whole nine yards... then, at the last moment, as the phones were being placed into a bag, the sales clerk also placed two Syncup trackers into the bag, saying "we are running a promotion. These are free devices. If you decide to use them, you'll have to pay but if you choose not to activate them you won't be charged." We honestly had no idea what the point of these devices were or if we had any use for them, so we just quickly confirmed that they were indeed free and went on our way. At home, we opened up one tracker, learned it could go in our luggage, but just as immediately learned that paying for it meant a monthly service fee. A monthly fee? For something we'd maybe use on one round trip flight/year? Useless. And we left it at that. 3 weeks ago, Xfinity Cable was trying to sell me on Xfinity Mobile. So I decided to look through our TMobile bill to comparison shop. Hmm, there were 2 unnamed devices being charged at $10/month for service. "What are these?" I asked my partner. "I dunno...iPad? Apple watch?" A few clicks and taps later and lo and behold, sync up trackers being charged to our account. Thus ensued a saga of customer service runaround... Phone call #1 on 1/4/25: The customer service rep was incredibly sweet and understanding and aknowledged that we never activated the devices nor used them and so it was obvious we were being charged and shouldn't have been and how frustrating to have spent almost $700 on erroneous service charges. She gave us a $40 'good faith' credit, removed the charges from upcoming bills, and promised a phone call from herself within 72 hours, after she spoke with her supervisors. I never received a call back. Phone call #2 on 1/11/25: The customer service rep was friendly enough and polite. He reviewed notes from the previous call but had me reexplain everything. He wasn't sure why I never received a call back but supposed that the other rep was out sick, etc. He then promised that he would personally be the one to return my call after speaking with supervisors and we picked a date and time frame for the return call. I never received a call back. Phone call #3 on 1/18/25: This customer service rep was not initially rude but eventually came to spoke to me like I was a moron. He had me re-explain things multiple times. He questioned me. I felt like a witness being cross-examined. I was put on hold an excessive number of times. He said I was already given a $40 credit, and that it looked like I was going to be given a $2.50 credit on my upcoming bills. Ha! I explained that a credit (even a paltry one) is not appropriate as that essentially locks me into being a customer with T-Mobile in order to realize my refund. He eventually said they can only give me an additional $60 credit. He seemed surprised that I thought it was at all reasonable to be expecting anything more than $100, especially for something that goes back almost 3 years. As if the longer I was being scammed, the more it became my fault. At this point, I stopped being nice. I told him I knew it wasn't his fault, but that he needed to connect me with a person who has more authority than him that can fix this problem. He kept the conversation going in circles until he finally connected me to a 'billing specialist' who then finally admitted to me that the reason I hadn't been receiving calls back is because it was determined I wasn't going to receive a refund. Uh... so you just leave your customers waiting and wondering? We argued some more. She said that I had agreed to the terms and conditions when I accepted the promotion. I did NOT agree!! The devices were put in my bag after I had finished shopping!! She also said that it is now outside the 3-month window that they allow for us to do anything about it. She finally said that in order to escalate my concerns I need to return to the point of sale. In the end, I asked her if there is anything she can offer me as a customer with T-Mobile for 16 years to try to keep our business. All she offered was a cheaper plan based on us not needing and unlimited plan. Gee, thanks. I tried to look up the store we had shopped at and guess what, it is no longer there! There is no one to 'esclate' my issue to! Hahaha!!! I will be reporting this to BBB and FTC.
TBru
Newbie Caller
3 months ago
697Views
1like
3Comments

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I switched this number from a postpaid to a prepaid and in less than a month it was flagged by T-Mobiles \"fraud\" department. I'm a Licensed Insurance Agent that deals with life, health, investments, etc. So as you can imagine this has cost me a lot of money. My clients know this number and its on all my business related things. I reached out to customer care several times and they tell me to wait 48 hours. That was over a week ago. I've called several times since then and also went into the T-Mobile store. They sent an email to the fraud dept but I haven't heard anything. At this point, I have no interest in doing business with T-Mobile as they have cost me so much money. I requested a port out pin so I can retrieve my number for another carrier. The problem is, you can't reach anyone in this company other than customer care who can't do anything because the account is locked because some nerd in the fraud department thought a completely legitimate number was fraud. I can't get a port out pin for my number which is a violation of FCC regulations. See here Before I make an FCC complaint and have my lawyer contact T-Mobiles legal dept for the money they stole from me. (I paid my prepaid bill way in advance), I am hoping someone here has any answers or any idea of who I can contact or how I contact someone who might be able to help. Thanks. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"1451","kudosSumWeight":0,"repliesCount":3,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:166122":{"__typename":"Conversation","id":"conversation:166122","topic":{"__typename":"ForumTopicMessage","uid":166122},"lastPostingActivityTime":"2025-02-02T11:31:31.419-08:00","solved":false},"User:user:189793":{"__typename":"User","uid":189793,"login":"TMBSKZ","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Network Novice","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-4.svg"},"id":"user:189793"},"ForumTopicMessage:message:166122":{"__typename":"ForumTopicMessage","subject":"Cell spot scam!","conversation":{"__ref":"Conversation:conversation:166122"},"id":"message:166122","revisionNum":1,"uid":166122,"depth":0,"board":{"__ref":"Forum:board:t-mobile-account-prepaid"},"author":{"__ref":"User:user:189793"},"metrics":{"__typename":"MessageMetrics","views":185},"postTime":"2025-02-02T11:31:31.419-08:00","lastPublishTime":"2025-02-02T11:31:31.419-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I was just charged after porting one of my numbers out for 315 dollars, without a warning!! When I questioned the store rep (thinking it had to do with a internet tower I had returned a few months ago) I was told it was because of a cellspot “I didn’t return like 3 years ago”. What kind of business is this!?? I’ve never ordered a cellspot and without a heads up, yall just take people money like that? Without considering what damages you may cause people who live paycheck to paycheck all while poor reps in stores get yelled at!? Then to get a hold of anyone of you over the phone is minimum a 30 minute wait?? T mobile has become a scam machine. Stay away!! This won’t let me attach pictures but I’m plastering everything I got all over the internet! People need to stay away from these exploitative corporations. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"833","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:165137":{"__typename":"Conversation","id":"conversation:165137","topic":{"__typename":"ForumTopicMessage","uid":165137},"lastPostingActivityTime":"2025-01-26T10:29:20.176-08:00","solved":false},"User:user:187166":{"__typename":"User","uid":187166,"login":"jfstl1","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Network Novice","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-10.svg"},"id":"user:187166"},"ForumTopicMessage:message:165137":{"__typename":"ForumTopicMessage","subject":"How do I update VERIFIED email","conversation":{"__ref":"Conversation:conversation:165137"},"id":"message:165137","revisionNum":1,"uid":165137,"depth":0,"board":{"__ref":"Forum:board:t-mobile-account-prepaid"},"author":{"__ref":"User:user:187166"},"metrics":{"__typename":"MessageMetrics","views":241},"postTime":"2025-01-26T05:13:31.022-08:00","lastPublishTime":"2025-01-26T05:13:31.022-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I want to change the verified email address associated with my prepaid account. All communication from t-mobile is using this email address. If I visit the Security Dashboard (by pasting the link https://account.t-mobile.com/sap/v2/profile/security-dashboard) it shows my email as \"verified\" but there is no option to change it. I changed my account profile email a few months ago but all communication is still going to the verified email address. The community profile also used the verified email address instead of the account profile email address when I set it up today. Is there a process for updating the \"verified\" email address or do I need to call to get this unverified/changed? 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We spent a long time at the store, filled out agreement forms, the whole nine yards... then, at the last moment, as the phones were being placed into a bag, the sales clerk also placed two Syncup trackers into the bag, saying \"we are running a promotion. These are free devices. If you decide to use them, you'll have to pay but if you choose not to activate them you won't be charged.\" We honestly had no idea what the point of these devices were or if we had any use for them, so we just quickly confirmed that they were indeed free and went on our way. At home, we opened up one tracker, learned it could go in our luggage, but just as immediately learned that paying for it meant a monthly service fee. A monthly fee? For something we'd maybe use on one round trip flight/year? Useless. And we left it at that. 3 weeks ago, Xfinity Cable was trying to sell me on Xfinity Mobile. So I decided to look through our TMobile bill to comparison shop. Hmm, there were 2 unnamed devices being charged at $10/month for service. \"What are these?\" I asked my partner. \"I dunno...iPad? Apple watch?\" A few clicks and taps later and lo and behold, sync up trackers being charged to our account. Thus ensued a saga of customer service runaround... Phone call #1 on 1/4/25: The customer service rep was incredibly sweet and understanding and aknowledged that we never activated the devices nor used them and so it was obvious we were being charged and shouldn't have been and how frustrating to have spent almost $700 on erroneous service charges. She gave us a $40 'good faith' credit, removed the charges from upcoming bills, and promised a phone call from herself within 72 hours, after she spoke with her supervisors. I never received a call back. Phone call #2 on 1/11/25: The customer service rep was friendly enough and polite. He reviewed notes from the previous call but had me reexplain everything. He wasn't sure why I never received a call back but supposed that the other rep was out sick, etc. He then promised that he would personally be the one to return my call after speaking with supervisors and we picked a date and time frame for the return call. I never received a call back. Phone call #3 on 1/18/25: This customer service rep was not initially rude but eventually came to spoke to me like I was a moron. He had me re-explain things multiple times. He questioned me. I felt like a witness being cross-examined. I was put on hold an excessive number of times. He said I was already given a $40 credit, and that it looked like I was going to be given a $2.50 credit on my upcoming bills. Ha! I explained that a credit (even a paltry one) is not appropriate as that essentially locks me into being a customer with T-Mobile in order to realize my refund. He eventually said they can only give me an additional $60 credit. He seemed surprised that I thought it was at all reasonable to be expecting anything more than $100, especially for something that goes back almost 3 years. As if the longer I was being scammed, the more it became my fault. At this point, I stopped being nice. I told him I knew it wasn't his fault, but that he needed to connect me with a person who has more authority than him that can fix this problem. He kept the conversation going in circles until he finally connected me to a 'billing specialist' who then finally admitted to me that the reason I hadn't been receiving calls back is because it was determined I wasn't going to receive a refund. Uh... so you just leave your customers waiting and wondering? We argued some more. She said that I had agreed to the terms and conditions when I accepted the promotion. I did NOT agree!! The devices were put in my bag after I had finished shopping!! She also said that it is now outside the 3-month window that they allow for us to do anything about it. She finally said that in order to escalate my concerns I need to return to the point of sale. In the end, I asked her if there is anything she can offer me as a customer with T-Mobile for 16 years to try to keep our business. All she offered was a cheaper plan based on us not needing and unlimited plan. Gee, thanks. I tried to look up the store we had shopped at and guess what, it is no longer there! There is no one to 'esclate' my issue to! Hahaha!!! I will be reporting this to BBB and FTC. 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