Forum Discussion
unable to add credit/debit card or set up auto pay
Soy un cliente prepagado. After the new My T-Mobile experience update I was instructed to re-enable auto pay. When attempting to do so on line I could not add cred/debit card nor activate auto pay. Got this message "We are unable to process this payment transaction. Please visit a Retail Store to complete this transaction" Went to two retail stores, neither had seen this before and couldn't fix the problem while I was in store. I had to pay with cash to continue service.
An engineering service ticket was submitted and I was to receive a call back the next day, two days latter no call back. Sprint sucked and apparently now T-Mobile sucks after they merged. After more than a decade of trouble free service this failure may end my use of T-Mobile.
Has anyone else had to deal with this failure and if so has it been resolved for you…?
pj2d2 wrote:
I haven't tried setting up auto-pay yet, but I just successfully did a one-time payment with a credit card, so that's a big step! Fingers crossed auto-pay is fixed as well.
Same here, the only way I could use a card was using my Mastercard. It seems Visa Debit cards are the ones failing, but I would be surprised if other cards are not being accepted.
Similar issue here… All of a sudden, it won’t accept my Venmo Visa credit card which I was using with Autopay for the last 2 years or so.
engineering need to fix their buggy releases quick...
Still a problem, My VISA I had been using forever suddenly won’t work and when I try to re-enter it I get a message saying it’s not a valid card number….Works fine everywhere else.
I can only pay with a MASTERCARD right now, Only one that the system accepts.
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.
Music wrote:
It appears you need to enter the payment info for it to be accepted, and not leave it blank.
Finally… Glad I'm not the only one. Same issue as you all, and on old "Walmart" 100min / 5gb plan. Support and retail stores have been useless. The only way I've been able to fund my account is through refill cards.
Similar experience here, https://prepaid.t-mobile.com/one-time-payment/payment just spins forever and will not load second step.
The part about prepaid that really makes it work is being able to pay for the service in advance, if that isn’t possible, the whole thing falls apart, so I really hope they figure out this one.
Exact same issue here: text I needed to renew (which I never read at the time, as this system has been working for years), then suspended service, now the payment fields are grayed out just as shown above. I'm on an old Walmart-purchased pre-paid unlimited plan that I've been using for ~8 years, always with autopay, like the posters above.
Big thanks to Yabos above, whose “buy it at Walmart” solution worled perfectly. But please don’t tell me I have to do this every month now...
I haven't tried setting up auto-pay yet, but I just successfully did a one-time payment with a credit card, so that's a big step! Fingers crossed auto-pay is fixed as well.
same here!! No one in the customer service line could help me. They told me to go to a physical store but I don't think they will help either based on the experience of other users. It is quite unfortunate we have to deal with this every month. The seem no to care about their prepaid customer base. I will be moving to another carrier if the keep on ignoring my request.
