Can't make any payments on T-Mobile website

I have been unable to submit payment to my T-Mobile account since 23 Oct.  This error I am have is repeatable.  It occurred multiple times (around 7x or 8x) on 23 Oct.  I tried twice again today (30 Oct) and same error keeps happening.  I tried again on 11/13/2021… same problem.  And again today, 11/23/2021… same problem.

Here are the steps I'm doing:

1. Ingresa a https://account.t-mobile.com
    
2. On the /account-landing page, click "Add to balance"
    
3. Select "Make a one-time payment" (I’m using the amount due.)
    
4. Select the "Amount due" radio button
    
5. Select my existing payment method (I’ve deleted and re-added my CC info multiple times to make sure I didn’t enter the wrong info.)
    
6. Scroll through notice and select "Accept and Submit"
    
7. A dialog then pops up.  The dialog says "Processing Order", and then a second or two later, the text "Sending Transaction Details" is added to the dialog.  I'm not sure of the exact wording though, because a second or two later, all the text disappears, so I don't have time to write it all down.
    
8. Finally, I'm left with a completely empty modal dialog box.  The box has a single, pink button, which also has no text.  See the screenshot at the end of this post to see what I see.
    
9. Because this is a modal dialog, there is no action available except to click the mysterious, pink button.  When I do, I am brought back to the /home page.  When I go back /refill-account page, I can see that the payment failed, because I still have an outstanding balance.
    
10. Each and every time I do this, T-Mobile IS MAKING a charge to my credit card.  (Therefore, I know I DID enter the correct credit card info.)  Then, a second or two later, T-Mobile refunds the money back to my credit card.  I have called my credit card company, and they have verified this.  My credit card company is not denying any of the charges or refunds.  The issue is completely on the T-Mobile side.  (I can also see the debits/refunds on my credit card when I login to my CC's website.)
    
    To repeat: when T-Mobile charges my card, the charge is allowed by my credit card company.  Then, immediately afterwards, T-Mobile refunds the money back.  The refund is also allowed by my credit card company.  All these T-Mobile transactions are being allowed.  There is no issue with this credit card, which I use successfully for a many other things.  I use this card everywhere without issues, and I've even used the same card before on the T-Mobile website.  But for some reason, nothing works anymore.  I've tried this in two different browsers (Chrome and Edge) on two different computers, and the error always happens.
     

    

     

I have the exact same issue. Seems to have started with the release of the "new and improved" website. Anybody found out what is causing this or how to work around it?

Bwahahaha.  So, I've been trying to get the darn Prepaid account form on the website to work all morning.  I tried in Firefox, Chrome, and Edge and kept getting an "invalid request" error (super helpful) after submitting my payment details.

I looked at the response coming back from the form (looking via Network tab in Firefox/Edge debug tools) - its seems there's a validation error with the month of my credit card.  It didn't like the leading "0" of the month value.  July = '07'.

I was able to pay via phone (they were very patient, but were like “yeah yeah crazy person, you don’t know how to use the internet, would you like us to walk you through the form”).

In short, I can't make a payment online because of incorrect values in their month dropdown and subsequent validation.  This new update is not very well done.

Have you tried using *233 to make your payment and setting up AutoPay that way from your T-Mobile Prepaid line?

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.

syaoran wrote:

Have you tried using *233 to make your payment and setting up AutoPay that way from your T-Mobile Prepaid line?

I could not find an option to set up AutoPay using *233. They only gave me the option to pay a one-time fee using a prepaid card, or to speak to an operator, which would have cost $5

Yabos McGee wrote:

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.

I did have success using the Wal-Mart refill card; thank you for mentioning that. When did you start having this issue? It sounds like the problem is specific to this plan.

Anyway, I still am unable to get AutoPay set up again like it was just a couple weeks ago. Could a T-Mobile employee please comment on this and help me get AutoPay reinstated?

The new update sucks so bad. Huge failure 

pineapple wrote:

syaoran wrote:

Have you tried using *233 to make your payment and setting up AutoPay that way from your T-Mobile Prepaid line?

 

I could not find an option to set up AutoPay using *233. They only gave me the option to pay a one-time fee using a prepaid card, or to speak to an operator, which would have cost $5

 

Yabos McGee wrote:

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.

 

I did have success using the Wal-Mart refill card; thank you for mentioning that. When did you start having this issue? It sounds like the problem is specific to this plan.

 

Anyway, I still am unable to get AutoPay set up again like it was just a couple weeks ago. Could a T-Mobile employee please comment on this and help me get AutoPay reinstated?

I started having the issue after I got notification that I've been moved to the "new and improved experience", and that I would need to setup my autopay again. I login to find that I couldn't add my payment details to setup autopay, and couldn't even perform a one-time payment. When I went to the retail store the rep there admitted to me that this new site has "always been garbage when it comes to setting up autopay". I really hope the engineers know that there's an issue. But, considering it appears to only affect pre-paid, I don't think they really care. In fact, I bet they'd love it if we missed our payments and no longer were able to use our grandfathered plans. 

Same problem also mentioned here:

https://community.t-mobile.com/accounts-services-4/unable-to-pay-the-bill-website-shows-blank-error-35886

The same error also happens with Safari and Firefox by the way.

syaoran wrote:

dvazquezg wrote:

syaoran wrote:

I just paid my bill yesterday.  No issues here using Edge. 

Tried on different browsers and still I got the same problem. This is a technical issues of the t-mobile system as even via phone this problem happens.

If that was true, everyone would experience it.  I don't and others who frequent here regularly don't have that issue.  

I was contacted by T-Mobile technical support this morning and they have detected issues accepting certain cards. It seem they do have an error and they supposedly were going to escalate it to engineering. So yeah, there is an actual problem that on one side fortunately not everyone experiences but a small sample of population do.