unable to add credit/debit card or set up auto pay

Same issue. Prepaid user for years (the old "Walmart plan"). I went to the retail store, and they also couldn't do anything. They asked for cash, which I didn't have. They told me to call the prepaid service number, which I did. They were also useless. My service was canceled due to non-payment. Since my bill is only $30 I found a workaround by buying a $30 prepaid refill card online through Walmart that described itself as "email delivery". However, you're able to put your phone number into a field in the cart on Walmart's site, so they applied the payment directly to my account. After making the payment through Walmart I was notified that my account was re-enabled within 10 minutes. This is pretty pathetic. Multiple T-Mobile support entities (retail store, phone support, and prepaid phone support) couldn’t apply a payment to my account, yet another company (Walmart) could.

FWIW, I tried calling to pay by phone but the person on the phone couldn't do anything either -- things were grayed out on their end. told me to go to a store as there may be some verification needed on the card that can only be done in person (e.g., swiped it). I went to a T-mobile store today to try and fix this and they also couldn't do anything -- the fields were grayed out for them as well. The guy thought it may be that the entire prepaid payment system is down, and to try again in a couple days. Fingers crossed.

I’m in the exact same situation, I won’t be walking to a retail store to pay my bill because they made their website worse again lol
I’ve started looking at Mint and Ting as good options to switch to, they have significantly less predatory data rates as well.

Imagine making it hard for customers to give you money

tomwil wrote:

Music wrote:

 

*snip*

 

It appears you need to enter the payment info for it to be accepted, and not leave it blank.

 

The payment info fields are grayed out immediately as the page loads before one can attempt to enter the payment info, that is the problem.

Neither me nor the person I replied to are allowed to enter payment info at any point.

I have the exact same problem! I've been a T-Mobile customer for almost 6 years. WTF! I just want to setup Autopay again!

The same thing happened to me: 1) Text message to re-setup autopay. 2) Service cancelled. 3) Autopay not accessible. Grayed out as described. 4) Payments also grayed out and not accepting any form of payment. 5) I phoned T-Mobile. Rep tried 2 methods of accepting payment. Both failed.

Here's where I had better luck. My rep restored my service for a month without payment and forwarded the issue to engineering. He said the problem will be fixed by next month. We'll see.

I reported earlier that the rep I spoke to credited me for the month and assured me that engineering would address the problem. I was grateful for the first part and considered the second part to be a pipe dream.

But, I have been checking once per week, and today I was able to restart autopay. Good luck with your own accounts.

Indeed, WTF.  For a major telecommunications company to have a failure such as this in the implementation of a customer platform update is a complete failure of the project management team, who should be encouraged to seek career opportunities else where. I'm sure there's plenty of entry level positions in the fast food industry they might be able to handle …

I too have this issue. I was notified that my autopay was cancelled when it attempted to process on Friday the 8th, and suddenly without service. After huge frustration with online and phone support I begrudgingly went to a retail location where they could not solve it nor knew what to do about it. Luckily I could pay in cash but will probably switch due to this latest mess up. I have had nothing but issues with customer service and the website in general so am willing to pay double what I do now for a product that works.

Same problem.  I have a Costco Visa that was used for auto-pay.  I lost it, so they issued me a new card.  Tried to delete the old card, then add the new one.  I think that was the mistake.  Maybe add the new one first.  Anyhow, it will let me add my card to the wallet, but won't let me set it up for auto pay.  Won't let me actually make a payment.  It also won't let me add a Mastercard debit card at all, just gives an error. Customer service can't get any of this to work either.  They are sending it to engineering and supposed to call me back tomorrow.  I hope they figure it out, but I'm really worried based on what you all have written.