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I have been trying to explore my options online to upgrade my phone but the website is saying that I do not have permission from the primary account holder. This makes absolutely no sense since the only other person on my plan is my 13 year old son, I am the primary account holder! I do not want to go in and have to do this since they charge extra for that. I used to be a Sprint customer and since the switch to Tmoble I have had nothing but problems and a considerably higher bill too. Not to mention the lack of service all of a sudden too. I thought the lack of service could be because my phone is old, a Samsung s10, but I can't even upgrade online because I don't have \"permission\". Now all of a sudden there is no longer an option to even talk with someone online via chat. I do not have time to sit on the phone for hours. Help someone!

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You can also try contacting tmobile support using messenger on one of tmobile's social media platforms to see if they can help you they also are a higher tier of support.

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I have tried everything it will not let me until I \"contact primary account holder\". On top of that it is showing my phone number on my sons phone. Like it has my phone number listed but not my device, it's showing that my sons phone the s10e is under my phone number when it's not. Mine is clearly the s10 and iv had this phone since I purchased the phone and plan a long time ago. Something is wrong with their system I think. Also thank you for telling me about the chat option unfortunately it keeps giving me an error code every time I try to click it.

You can go into your mytmobile account and and try changing you account access to full.

Live chat can be accessed by scrolling to below this post and clicking the support tab and after a couple seconds if available a window opens.

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