Forum Discussion
Locked out of account and support is unable to help?
My personal phone died about 2 weeks ago - it won't even power up anymore. I've been using my business phone as a backup while I looked at new phone options. Tonight I decided to just buy a new phone, but could not log into my t-mobile account. I tried resetting my password but got a screen telling me I'd have to enter a verification code (via text) or answer my security questions. Knowing I couldn't receive the text, I tried my security questions, but having set them 8 years ago when I opened my account, I didn't have the answers.
So... I called support... but support COULD NOT reset my password, send me a temporary password, reset my security questions, or send me the verification code that can be sent via text. Basically, the call was a waste of time.
Has anyone else experienced this? I want to be able to access my account and being unable to without having to go to a store is frustrating. After 8 years as a T-mobile customer, issues like this are driving me toward dropping T-mobile as my carrier and going with another provider.
Hey bud so here is a option to get that text code verification, you can install the tmoT-Mob digits app on your work phone & use that to receive the text on your personal line. Also could you just remove the Sim card from personal phone & put it in your work phone or another unlocked GSM phone? You can also log into tmo digits from any tablet or laptop/PC as well. Lastly what kind of phone is this, maybe there is a way to trick the phone to charge & turn on?
If there is anything else I can help you with, please don't hesitate to ask. Thank you very much and have a wonderful day!!
All the best,
Ron.
Hey bud so here is a option to get that text code verification, you can install the tmoT-Mob digits app on your work phone & use that to receive the text on your personal line. Also could you just remove the Sim card from personal phone & put it in your work phone or another unlocked GSM phone? You can also log into tmo digits from any tablet or laptop/PC as well. Lastly what kind of phone is this, maybe there is a way to trick the phone to charge & turn on?
If there is anything else I can help you with, please don't hesitate to ask. Thank you very much and have a wonderful day!!
All the best,
Ron.
Hola @magenta5147617
Sorry to hear about your phone and the fact that you are having such a rough time logging in to buy a new one! I just wanted to check in here to see if the suggestions that @qktreasures (ron) made were helpful. Please let us know if you still need help.
Hey!
Have you given the suggestion above a shot? Please let us know that works out for you. ¡Gracias!
Hola again!
Please let us know if you've tried the suggestion above. Thanks you!
This suggestion does work as the digits app requires you to login with your T-Mobile account information and even with remembering its requests a verification to be sent to the cell phone with a text message.
What about switching SIM cards? 😕
Have you tried using volume down button and on/off button simultaneously. Hhold these down for at least ten seconds to see if the phone restarts. It worked for my "dead" LG G8. Your phone may have a different combination of reset buttons so check You Tube as I did.
Edit: Oh my golly, I just noticed that the original post was 3 years ago.
