I’ve had a back-up T-Mobile Legacy Pay As You Go with Gold Rewards account for more than a decade.
Early this year, in 3rd week of January 2021, I refilled another $10. After refilling, I saw the expiration date extended to 2022 for the same date in 3rd week of January as expected.
It looks like T-Mobile had a system/software change during the past year as the UI looks different, e.g., no longer shows how many minutes/SMSes the balance would cover.
Whether or not due to that system/software change/migration, I am guessing there's a bug somewhere as my expiration date got shortened by 2 weeks. From Transaction and Activity history, it looks like that happened either mid-August or early October 2021.
Anybody else noticed the same expiration date being shortened?
Was there a system change/upgrade that T-Mobile did during 2021 that you’re aware of?
How do I contact T-Mobile Chat Support to get this fixed? A few days ago, I saw a way to do so through lower-right corner but don't see it today.
I’m also curious how many Legacy Pay As You Go users are still around?
Thanks for any reply and help in advance and Happy Holidays!
Even though this is an older post I wanted to share what happened to me today since it looks like the bug is still around. 17 years I've had the payg gold/legacy plan. I added funds to it in October 2024 and I have a screen shot of the payment receipt that clearly shows October 18, 2025 expiration. As of last week the balance was $114. When I woke up this morning I had an account suspended text and a 0 balance. Customer service rep called it a 'glitch' and assured me they would restore the funds - 72 hour wait. But I've never had this happen before. Looks like my one year expiration became a 3 month one at some point, if that's what happened. Rather inconvenient.
On Jan. 17, 2025 I was notified that my Legacy Pay as you go service was suspended and my balance of $621 was forfeited.
My last renewal (annual) was 2/1/2024 so my service was obviously paid up(valid) until at least 01/31/2025.
The representative agreed that my service was (or should have been) active and couldn't explain why my service was cancelled and balance was forfeited. She wouldn't allow me to speak to a supervisor, only that she was submitting a "Ticket" that would take 3 work days to resolve. She wouldn't do anything to restore my service saying that anything she did may trigger the cancellation of my existing legacy plan.
I have now learned that I have not had to prepay $100 at my annual renewal to keep the plan active for the next year. Therefore I have(had) such a large balance. Several years ago I found another shortfall of my account balance which TMobile was unable to explain or track down. That may have been the same forfeiture of my balance at that time that didn't result in my service being cancelled.
T-Mobile appears to be actively trying to force users off the Legacy PAYG plan. It used to be that I would get a warning text a few days before my annual renewal was due, but that stopped a few years ago. Then, after getting the Account Suspended text without any warning, I would get my previous balance reinstated by refilling and calling Support. This year I had a balance of $70.65 when I missed my renewal date. I was told by more than one offshore support person that I could only get my money back if I changed plans. Minimum plan is $10 per month. WHAT A RIPOFF! I have requested unlock codes for my phone.
Many thanks @hellokitty04! I ended up calling customer service and spent 45+min on hold and then another half an hour getting the situation resolved. It looks like they were able to correct it in the new system and my balance expiry is in 2024 now.
Like you, I also get charged 10c quite often but it seems to be happening whenever I log in and need to get a OTP. So I guess I'm being charged for the text message that is used to verify my T-Mobile ID.
Thanks again for sharing your experience - all the best!
I think you will have no choice but to call customer care…..I know, I know…...I dread it as well.
After finally getting set up with my new phone last June I started to see my PAYG balance going down EVERY DAY and get this: the phone is shut OFF
My balance dropped fast, and customer care added 10 bucks back to my account -twice but the problem persists even after they sent a new SIM card. It seems the phone is actually sending messages to NO ONE and I'm getting charged 10 cents every time, sometimes as much as 10 times a day!
After many phone calls to CC, trying to explain what the phone is doing and getting nowhere I finally got the right person who was able to send a "work" ticket to the tech dept. Let's just say the messages have slowed to maybe one every other day even though it hasn't stopped. Every couple of months I add a 10 dollar refill just to be sure.
One of the reps asked if I wanted to convert my PAYG to their new ten dollar a month prepaid plan I almost said yes but then thought the better of it. Ten bucks isn't bad if it's your main phone but I'd rather pay 10 bucks every few months. I know once you change plans you can never go back lol
I just added 10 dollars March 1st and it now says my balance expires Feb 29, 2024.
As I said, I think you have no option other than calling and explain the situation. Hopefully you get a rep who helps the first time and you won't have to make multiple calls. You certainly don't want to lose this plan.
Hi, are folks still having trouble with the expiration on the Legacy Pay As You Go Gold Rewards plan? I refilled $100 on Jan 2, 2023 and the balance expiration date shows April 20, 2023 when it should be one-year later. I live mostly abroad and am trying to avoid having to call customer care to resolve this…
Just want to follow up on my experience changing phones.
Yesterday my new, cheap Nokia bar phone arrived from ebay. I took it along with my current phone to the T-Mo store here in town.
After explaining the situation (of course the man I spoke to last week wasn't there lol) a nice woman tried to do the SIM swap but for some odd reason there was an issue with my zip code. Why, I don't know, maybe because I don't have a billing address and only use refill cards.
Anyways, they had to call the store manager, He was at another store and said he would drive over and do the SIM swap himself.After he arrived the whole swap only took about 5 to 10 minutes.
I'm very happy with my new, cheap phone and I am indeed still on the Pay As You Go plan. Checked my expiration date which is Feb. 2023.
So a huge thank you Peter, magenta y the T-Mo employees at my local store. 👍
Thank you for the update, Ms. Kitty! 😉 Glad everything worked out for you! -Peter
Just want to follow up on my experience changing phones.
Yesterday my new, cheap Nokia bar phone arrived from ebay. I took it along with my current phone to the T-Mo store here in town.
After explaining the situation (of course the man I spoke to last week wasn't there lol) a nice woman tried to do the SIM swap but for some odd reason there was an issue with my zip code. Why, I don't know, maybe because I don't have a billing address and only use refill cards.
Anyways, they had to call the store manager, He was at another store and said he would drive over and do the SIM swap himself.After he arrived the whole swap only took about 5 to 10 minutes.
I'm very happy with my new, cheap phone and I am indeed still on the Pay As You Go plan. Checked my expiration date which is Feb. 2023.
So a huge thank you Peter, magenta y the T-Mo employees at my local store. 👍
Ok I understand it now. Thanks for your help. I've learned more from you than the t-mo website.
I found that there's a T-Mo store just a few miles from me and i just called them. Spoke a a really nice young man who said they could swap out the SIM card for me no problem and not to worry, I can stay on my Pay As You Go. He said "don't worry, we won't take your plan away from you" LOL
I explained that I’ve had this plan for many, many years and keep this as a back up emergency phone and the new one I just bought is a cheap Nokia.
He told me to wait until I get the new phone and bring it in along with my old Samsung with the huge SIM and they will take care of it in the store.
If the carriers weren't dropping 3G I'd still keep this old Samsung. It's a rugged flip phone, built like a tank LOL
Thank you again Peter for your excellent advice. I will update next week after i get the new phone and visit the T-Mo store.
hellokitty04, you are correct. about the IMEI number, it's tied to the device and is actually the device serial number. However, your SIM card has a Serial Number, also. This Serial Number and your cell phone number are tied to your Pay-As-You-Go account. Call T-Mobile and order a new SIM card for your phone number. They'll send you a card preprogramed with your phone number. This SIM card will have its own Serial Number (the Serial Number is on the back of the card you will receive). Your new SIM Card says to go to t-mobile.com/SIM for setup instructions. I've attached an image of the card I received with my new SIM Card. As you can see in the image, there are three different sizes you can use. I needed the smallest size, so I just pushed/punched out that size from the card. The Serial Number is on the back of this card. So, again, call T-Mobile and order a new SIM card for your phone number. They'll send you a card preprogramed with your phone number. I hope all this helps?
Thank you both for the swift replies. I tried calling CS but didn't feel like sitting on the phone for an hour so I hung up.
I just bought a Nokia 225 4G bar phone pretty cheap that I checked with the T-Mo website “Bring You Own” IMEI STATUS CHECK and got these three messages:
*Este dispositivo es totalmente compatible con la tecnología de red de T-Mobile.
*El uso de este dispositivo no está bloqueado en nuestra red.
*Tu teléfono utiliza una tarjeta SIM física para guardar información de la cuenta móvil.
Obviously the SIM in my old Samsung is HUGE and is not going to fit into the new phone.
But I confess I’m confused by what you mean by the SIM having the IMEI.
I understand the IMEI is tied to the SIM yes, but If I have to buy a new SIM card from T-Mo, (which I am sure I'll have to) how will my Pay As You Go continue with this new phone? Isn't the Pay As You Go plan tied to that old, huge SIM?
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I’ve had a back-up T-Mobile Legacy Pay As You Go with Gold Rewards account for more than a decade.
Early this year, in 3rd week of January 2021, I refilled another $10. After refilling, I saw the expiration date extended to 2022 for the same date in 3rd week of January as expected.
It looks like T-Mobile had a system/software change during the past year as the UI looks different, e.g., no longer shows how many minutes/SMSes the balance would cover.
Whether or not due to that system/software change/migration, I am guessing there's a bug somewhere as my expiration date got shortened by 2 weeks. From Transaction and Activity history, it looks like that happened either mid-August or early October 2021.
Anybody else noticed the same expiration date being shortened?
Was there a system change/upgrade that T-Mobile did during 2021 that you’re aware of?
How do I contact T-Mobile Chat Support to get this fixed? A few days ago, I saw a way to do so through lower-right corner but don't see it today.
I’m also curious how many Legacy Pay As You Go users are still around?
Thanks for any reply and help in advance and Happy Holidays!
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I’ve had a back-up T-Mobile Legacy Pay As You Go with Gold Rewards account for more than a decade.
Early this year, in 3rd week of January 2021, I refilled another $10. After refilling, I saw the expiration date extended to 2022 for the same date in 3rd week of January as expected.
It looks like T-Mobile had a system/software change during the past year as the UI looks different, e.g., no longer shows how many minutes/SMSes the balance would cover.
Whether or not due to that system/software change/migration, I am guessing there's a bug somewhere as my expiration date got shortened by 2 weeks. From Transaction and Activity history, it looks like that happened either mid-August or early October 2021.
Anybody else noticed the same expiration date being shortened?
Was there a system change/upgrade that T-Mobile did during 2021 that you’re aware of?
How do I contact T-Mobile Chat Support to get this fixed? A few days ago, I saw a way to do so through lower-right corner but don't see it today.
I’m also curious how many Legacy Pay As You Go users are still around?
Thanks for any reply and help in advance and Happy Holidays!
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Expiration date bug for Legacy Pay As You Go?","moderationData":{"__ref":"ModerationData:moderation_data:163819"},"body":"
Even though this is an older post I wanted to share what happened to me today since it looks like the bug is still around. 17 years I've had the payg gold/legacy plan. I added funds to it in October 2024 and I have a screen shot of the payment receipt that clearly shows October 18, 2025 expiration. As of last week the balance was $114. When I woke up this morning I had an account suspended text and a 0 balance. Customer service rep called it a 'glitch' and assured me they would restore the funds - 72 hour wait. But I've never had this happen before. Looks like my one year expiration became a 3 month one at some point, if that's what happened. Rather inconvenient.
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Just wanted to know what happened to your account?I woke up and it looks like my account got reactivated but only 1 cents balance.
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I had my balance restored but my renewal date moved back about 15 days from the original date.
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On Jan. 17, 2025 I was notified that my Legacy Pay as you go service was suspended and my balance of $621 was forfeited.
My last renewal (annual) was 2/1/2024 so my service was obviously paid up(valid) until at least 01/31/2025.
The representative agreed that my service was (or should have been) active and couldn't explain why my service was cancelled and balance was forfeited. She wouldn't allow me to speak to a supervisor, only that she was submitting a \"Ticket\" that would take 3 work days to resolve. She wouldn't do anything to restore my service saying that anything she did may trigger the cancellation of my existing legacy plan.
I have now learned that I have not had to prepay $100 at my annual renewal to keep the plan active for the next year. Therefore I have(had) such a large balance. Several years ago I found another shortfall of my account balance which TMobile was unable to explain or track down. That may have been the same forfeiture of my balance at that time that didn't result in my service being cancelled.
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Any luck getting your balance back? I'm still waiting and it's been well over 72 hours.
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T-Mobile appears to be actively trying to force users off the Legacy PAYG plan. It used to be that I would get a warning text a few days before my annual renewal was due, but that stopped a few years ago. Then, after getting the Account Suspended text without any warning, I would get my previous balance reinstated by refilling and calling Support. This year I had a balance of $70.65 when I missed my renewal date. I was told by more than one offshore support person that I could only get my money back if I changed plans. Minimum plan is $10 per month. WHAT A RIPOFF! I have requested unlock codes for my phone.
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Many thanks @hellokitty04! I ended up calling customer service and spent 45+min on hold and then another half an hour getting the situation resolved. It looks like they were able to correct it in the new system and my balance expiry is in 2024 now.
Like you, I also get charged 10c quite often but it seems to be happening whenever I log in and need to get a OTP. So I guess I'm being charged for the text message that is used to verify my T-Mobile ID.
Thanks again for sharing your experience - all the best!
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Hello Hiccup
I think you will have no choice but to call customer care…..I know, I know…...I dread it as well.
After finally getting set up with my new phone last June I started to see my PAYG balance going down EVERY DAY and get this: the phone is shut OFF
My balance dropped fast, and customer care added 10 bucks back to my account -twice but the problem persists even after they sent a new SIM card. It seems the phone is actually sending messages to NO ONE and I'm getting charged 10 cents every time, sometimes as much as 10 times a day!
After many phone calls to CC, trying to explain what the phone is doing and getting nowhere I finally got the right person who was able to send a \"work\" ticket to the tech dept. Let's just say the messages have slowed to maybe one every other day even though it hasn't stopped. Every couple of months I add a 10 dollar refill just to be sure.
One of the reps asked if I wanted to convert my PAYG to their new ten dollar a month prepaid plan I almost said yes but then thought the better of it. Ten bucks isn't bad if it's your main phone but I'd rather pay 10 bucks every few months. I know once you change plans you can never go back lol
I just added 10 dollars March 1st and it now says my balance expires Feb 29, 2024.
As I said, I think you have no option other than calling and explain the situation. Hopefully you get a rep who helps the first time and you won't have to make multiple calls. You certainly don't want to lose this plan.
Please give us an update and good luck
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Hi, are folks still having trouble with the expiration on the Legacy Pay As You Go Gold Rewards plan? I refilled $100 on Jan 2, 2023 and the balance expiration date shows April 20, 2023 when it should be one-year later. I live mostly abroad and am trying to avoid having to call customer care to resolve this…
Thanks in advance for any tips you can offer.
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hellokitty04 wrote:
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Just want to follow up on my experience changing phones.
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Yesterday my new, cheap Nokia bar phone arrived from ebay. I took it along with my current phone to the T-Mo store here in town.
\t
After explaining the situation (of course the man I spoke to last week wasn't there lol) a nice woman tried to do the SIM swap but for some odd reason there was an issue with my zip code. Why, I don't know, maybe because I don't have a billing address and only use refill cards.
\t
Anyways, they had to call the store manager, He was at another store and said he would drive over and do the SIM swap himself.After he arrived the whole swap only took about 5 to 10 minutes.
\t
I'm very happy with my new, cheap phone and I am indeed still on the Pay As You Go plan. Checked my expiration date which is Feb. 2023.
\t
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So a huge thank you Peter, magenta y the T-Mo employees at my local store. 👍
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Thank you for the update, Ms. Kitty! 😉 Glad everything worked out for you! -Peter
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Just want to follow up on my experience changing phones.
Yesterday my new, cheap Nokia bar phone arrived from ebay. I took it along with my current phone to the T-Mo store here in town.
After explaining the situation (of course the man I spoke to last week wasn't there lol) a nice woman tried to do the SIM swap but for some odd reason there was an issue with my zip code. Why, I don't know, maybe because I don't have a billing address and only use refill cards.
Anyways, they had to call the store manager, He was at another store and said he would drive over and do the SIM swap himself.After he arrived the whole swap only took about 5 to 10 minutes.
I'm very happy with my new, cheap phone and I am indeed still on the Pay As You Go plan. Checked my expiration date which is Feb. 2023.
So a huge thank you Peter, magenta y the T-Mo employees at my local store. 👍
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Hola Peter,
Ok I understand it now. Thanks for your help. I've learned more from you than the t-mo website.
I found that there's a T-Mo store just a few miles from me and i just called them. Spoke a a really nice young man who said they could swap out the SIM card for me no problem and not to worry, I can stay on my Pay As You Go. He said \"don't worry, we won't take your plan away from you\" LOL
I explained that I’ve had this plan for many, many years and keep this as a back up emergency phone and the new one I just bought is a cheap Nokia.
He told me to wait until I get the new phone and bring it in along with my old Samsung with the huge SIM and they will take care of it in the store.
If the carriers weren't dropping 3G I'd still keep this old Samsung. It's a rugged flip phone, built like a tank LOL
Thank you again Peter for your excellent advice. I will update next week after i get the new phone and visit the T-Mo store.
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hellokitty04, you are correct. about the IMEI number, it's tied to the device and is actually the device serial number. However, your SIM card has a Serial Number, also. This Serial Number and your cell phone number are tied to your Pay-As-You-Go account. Call T-Mobile and order a new SIM card for your phone number. They'll send you a card preprogramed with your phone number. This SIM card will have its own Serial Number (the Serial Number is on the back of the card you will receive). Your new SIM Card says to go to t-mobile.com/SIM for setup instructions. I've attached an image of the card I received with my new SIM Card. As you can see in the image, there are three different sizes you can use. I needed the smallest size, so I just pushed/punched out that size from the card. The Serial Number is on the back of this card. So, again, call T-Mobile and order a new SIM card for your phone number. They'll send you a card preprogramed with your phone number. I hope all this helps?
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Thank you both for the swift replies. I tried calling CS but didn't feel like sitting on the phone for an hour so I hung up.
I just bought a Nokia 225 4G bar phone pretty cheap that I checked with the T-Mo website “Bring You Own” IMEI STATUS CHECK and got these three messages:
*Este dispositivo es totalmente compatible con la tecnología de red de T-Mobile.
*El uso de este dispositivo no está bloqueado en nuestra red.
*Tu teléfono utiliza una tarjeta SIM física para guardar información de la cuenta móvil.
Obviously the SIM in my old Samsung is HUGE and is not going to fit into the new phone.
But I confess I’m confused by what you mean by the SIM having the IMEI.
I understand the IMEI is tied to the SIM yes, but If I have to buy a new SIM card from T-Mo, (which I am sure I'll have to) how will my Pay As You Go continue with this new phone? Isn't the Pay As You Go plan tied to that old, huge SIM?
Thanks again for your help 😀
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