Forum Discussion
Can't Make Online Purchases
I've been trying to buy the Galaxy S9 from T-Mobile since the day it was released. I've tried literally every single day on multiple devices and even through the app on my phone, my mom's phone, and my sister's. No matter what I do it always comes up with an "Oops we hit a snag" error and then sends me back to select the phone and payment options after it starts to load the final screen that let's me purchase it. I'm so annoyed at this point that I'm ready to switch to another carrier. Has anyone else had this problem? If so, have you found a solution for it? I've tried clearing my cache, I've tried incognito mode, I've (as I already stated) used several different devices with no luck.
Oh my goodness! You have definitely tried everything imaginable to rule it out as a browser issue. If you are getting this error when trying to upgrade through your my.t-mobile.com account, we are going to need to take a closer look at what is going on at the account level to fix this. If you have not already, please contáctanos so our care teams can get this sorted out for you.
I am terribly sorry! Was our care team able to get a support ticket opened for the online issue? Also, if the site is not working for you, we will waive this fee and it is only $20. You can let the agent you speak with know to check internal doc DOC-421385#subhead4 for all the info they need.
I'm having the same problem. Trying to purchase/upgrade a phone online. Can't check out because it has the error message "Oops, we've hit a snag." First called in 2 weeks ago, have had 3 tickets filled out by representatives, and still nothing. No one knows why the message appears. Have had no follow ups on my tickets either. Just simply want to buy a phone, but can't.
This is the exact wording of the error message that appears as I try to checkout:
LO SENTIMOS. ENCONTRAMOS UN PROBLEMA
La página no se cargó por algún motivo pero todavía estás encaminado.
Intentar
I am terribly sorry @magenta5204196 😥
This is definitely a hiccup on the web side with your specific account. The best way to get this resolved is with a support ticket filed by our care teams. Since you have already had a few filed for you, we should definitely have some sort of update for you. We unfortunately cannot see customer accounts here on a user forum but if you have a Facebook or Twitter account, you can use the links in my signature to message our T-Force team. They will be able to pull up your account and see a full history of the support tickets you have had opened.
@tmo_chris I don't think it is with a specific account, not sure if all above are the same but I have been checking since they night they opened pre-order and keep getting the same error or the "oops" error mentioned in the previous post, I have got both. You can briefly see where is starts to ask you the condition of the phone then this message populates over the top.
On a side note, I can't even get myT-Mobile to even open on Chrome right now, I get "bad request" weird. This site works on Chrome as does main T-Mobile page but myT-Mobile won't, I have to use ME, FF or IE.
Hola @tiffany562411 y @stevetjr
I just checked our internal issues and I did not see any issues with the site listed. As for not being able to log into my.t-mobile.com on Chrome, i just tested it and it was working. Would you be able to try again and let me know if you are still seeing the issue.
For any other issues with failures when attempting to make purchases, we will need to get a web support ticket opened up so it can be investigated. Since we will need specific account information to log the ticket, we would need to speak with you over the phone to gather that information securely.
Mike,
On the chrome yes still getting the issue; I wiped my cache out and that didn't fix it so then wiped out my cookies (just sounds weird say that lol) and that seems to have resolved it. On a visit to the site I must have gotten a bad cookie from TMO 😉
As for the ordering, still on the fence about actually JUMP'ing even though I can since I still have JUMP v.1 😊 not sure dropping $375 (279 + TN sales tax which is 9.25%) for 6 months which with $30 per month = about $62 per month for it when I have an S9+. Probably will just wait for the Galaxy S 10 unless by some miracle the Note 9 price/down payment drops a bit.
I can't make a purchase either. I've tried for 2 days straight now. Same error message popping up when close to checking out. Why can't I order offline?
Experiencing the same issue, considering switching if I'm honest so many issues
Having the same issue, tried all browser, multiple devices, cleared cache/cookies, even call Ed customer support and they where not able to get the system to give me my upgrade. I also tried support chat for over 2 hours and Cathleen was unsuccessful ln getting me an upgrade. This is beyond rediculous and im ready to leave T mobile for goo. Hello Amazon!
