Forum Discussion
Trying to upgrade, won't accept payment
I am trying to upgrade two phones on my plan. I went into the store and they told me if I did it online, I'd save money. I tried doing it on the app, didn't work. I tried on my laptop several times and when I get to the payment part, it says We Couldn't Process Your Payment.
I tried two different cards, one debit and one credit. Both have ample funds available. I cleared cookies and cache...no different.
I called and they wanted to charge me the activation fee. The rep said he would waive it, since it appeared to be the site. He went through the entire process only to get the SAME results. He told me to call my bank to see if I had enough money 🙄.
So I’m back to square one. Any advice?
I double checked the address on my account and the order. I also re entered my address for both and allowed T-Mobile to recommend the address, confirming they were identical. The card info, name, etc is entered from 1Password and confirmed they're the same for both my account payment and the order. I still receive the message
climbzona wrote:
I am 100% certain my information is correct and the fact that Capital One showed an attempt validates this. What information would T-Mobile need to match with re to my card? Also, the same card is used for my monthly auto-pay.
If your card has any initials between your first and last can make a difference. When ordering a device. The billing address sometimes needs to match your address on your account for expensive items. If you have an apartment or unit number. The formatting can make a big difference.
I am 100% certain my information is correct and the fact that Capital One showed an attempt validates this. What information would T-Mobile need to match with re to my card? Also, the same card is used for my monthly auto-pay.
The $0 is just an authorization to see if they can charge the card. No one wants a pending charge sitting on their card for up to 5 days before it falls off if the transaction can't be processed. Are you sure all of your information was correct and matched what T-Mobile has on your account? All online transactions are processed in Washington State, which can trigger fraud alerts depending on the bank you are with and where you are located.
Same issue with trying to purchase a phone in the cart. Bank confirmed no issue with the card and I've made purchase prior to and after the attempt with T-Mobile. Bank rep did note a attempt was made by t-mobile for $0 (and not the $120 in the cart).
Clearly an issue with T-Mobile online
I have tried Firefox, Safari, Edge, and Chrome. I have adblock plus on just Chrome. Now I did select pick up in store and chose a store where there is no sales tax. I live couple states away. So, I am wondering if this is an issue with TMobile preventing out of state purchases.
I have no issues with the website. I usually use Edge for banking, retail, and service logins though. No issues with Firefox, WaterFox, or Brave either. What browser are you using and do you have any ad, cookie, and script blockers enabled?
Im having this issue seems Tmobile doesnt care… Seems theres no resolution… Their website is terrible mobile and desktop
Some banks block out of state transactions unless you request they don't. This can be to protect customers against fraudulent transactions. I would contact your bank and credit card provider and ask if that is what they are doing. All online and over the phone transactions for T-Mobile are processed in the state of Washington.
Exact same issue on my end. It's disheartening to hear calling didn't solve the issue in any way, though I'll probably end up trying calling them anyways.
