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…?
Looks like the original post was a year ago but this issue is silencioso happening. If anyone has found a resolution (or work around) for this issue, please update.
Enrolling in auto-pay is not going through with my Visa. T-Mobile seems to be keeping the card details on file successfully but auto-pay payments aren't working. Every month I have had to call in and authorize a one-time payment.
What is the point of enrolling in auto-pay and keeping a card on file when I have to continue to call in every month?!
I’m getting:
Auto Pay or Auto Refill Processing Failed
y
Token Format Error
When attempting to do it myself on the website.
T-Mobile agents seems perplexed. Supervisors have been contacted, I've even had a 35-minute 3-way call with a US Bank agent, myself, and a T-Mobile supervisor. I've had agents swear up and down that someone will be in contact within 48 -72 hours (not holding my breath, obviously). The engineering service ticket is a joke since nothing comes of it.
US Bank has mentioned several times that T-Mobile has to take the account and routing number (or else auto-pay will not work) but every T-Mobile agent has said they don’t need the information?!
The only reason I have put this much energy into this mess is because I just want it corrected, once and for all.
Thoughts?
I had the same issue. I think I solved the problem, but that will be confirmed tomorrow. These are the steps:
- Buy a "T-Mobile Prepaid refill card" at a convenience store or pay in cash at a TMobile store. Due to my urgency, I bought an e-card (electronic card) from target that was sent to my email within 10 minutes. I paid with my credit card.
- Look for the Pin number and enter it in your account. You have two options for that:
- Call 1 877 778 2106 and follow the prompts to enter the pin number
- In “My T-Mobile”, “payment summary” you will find an option on the right that says “redeem refill card”.
- After that you will find that amount in your “ Available service balance”, which will be used on the date of your renewal, but that is the part that I will confirm tomorrow.
I hope it helps.
Mahana
