Website Ordering Issues

This doesn't help solve your problem, but this will help understand what's happening. When you order a no down payment phone, the full price of the phone is applied to your internal TMobile credit line. This credit line does not show up on your account but you can ask the TMO support rep how much credit you have.

Once you place an order and it's added to your credit line your TMO rep may not be able to place a new order for zero down due to your credit line being tied up with your original order. Unfortunately after you cancel your first order, it takes several days to weeks for your credit line to update.

One last note - the internal credit line is pretty small since it's not a general credit line. It's only for phones so don't expect it to be more a couple phones worth. If you have any other phones on a payment plan those would also be applied to the credit line until paid off.

I had a problem once where I wanted upgrade another phone but had my credit line all tied up with prior payment plans so after the TMO rep told me how much I needed to clear on my credit line, I paid off one phone to open up enough credit. I only found out later that it took an entire billing cycle for the credit to get updated. Fortunately the promotion I wanted was still available when credit was finally released.