When I log into My T-Mobile (from various desktop browsers like Firefox, Chrome, or Safari), it never remembers my device.The home page says I have an "Unknown Device"The Phone tab says I have an iPhone 6s, which is incorrect.When I click "Not your device?" link and select the correct iPhone model/color/capacity, I see a "Confirm" popup ("Are you sure you want to update the phone for [my name] to [my model]?").I click "YES" and briefly see a pink spinner, but the update doesn't take effect! 😮This is not a super serious problem, and I'm admittedly a bit OCD, but it just bugs me that the website (phone thumbnail graphic) is still wrong every time I log in.😕The funny thing is that my wife's device (secondary line on the same account) displays just fine. And she's had the same model as me.

Hey, @magenta9998592! This has happened to me a few times since I've had T-Mobile service (5+ years). It does drive me a little nuts because I usually attempt to change it 4 or 5 times before I get fed up with it and give up for the time being. With that said, I do see that our engineers are aware of this happening, but don't have an estimated time of when it'll be updated.

Forum Discussion

magenta9998592

Newbie Caller

Hace 6 años

Wrong/unknown device in My.T-Mobile.com

When I log into My T-Mobile (from various desktop browsers like Firefox, Chrome, or Safari), it never remembers my device.

The home page says I have an "Unknown Device"
The Phone tab says I have an iPhone 6s, which is incorrect.
When I click "Not your device?" link and select the correct iPhone model/color/capacity, I see a "Confirm" popup ("Are you sure you want to update the phone for [my name] to [my model]?").
I click "YES" and briefly see a pink spinner, but the update doesn't take effect! 😮

This is not a super serious problem, and I'm admittedly a bit OCD, but it just bugs me that the website (phone thumbnail graphic) is still wrong every time I log in.😕

The funny thing is that my wife's device (secondary line on the same account) displays just fine. And she's had the same model as me.

my.t-mobile.com

my.t-mobile.com issues

dispositivo desconocido

tmo_amanda
Hace 6 años
¡Hola, @magenta9998592!
This has happened to me a few times since I've had T-Mobile service (5+ years). It does drive me a little nuts because I usually attempt to change it 4 or 5 times before I get fed up with it and give up for the time being. With that said, I do see that our engineers are aware of this happening, but don't have an estimated time of when it'll be updated.

twolees
Network Novice
Hace 3 años
It is March 2022. Problem still exists. My new azul iPhone 13 shows up as rosa with the correct IMEI. But when I "Check device unlock status" it says “Status unknown” - “This device is not on our system.”
magenta10507537
Network Novice
Hace 3 años
Alas, its April 2022, and my new iPhone 13 pro max shows up as Green with correct IMEI, and unlock status same ol STATUS UNKOWN, the device is not on our system. It did show correct Silver color for first day after upgrade Lol
Versatile_dontp
Transmission Trainee
Hace 2 años
9.13.2023

Still happening. Don't file a claim on your device if it's showing as the floor model and u have the better model. They will only send u back that one. The entire problem is fraudulent and it's on tmobile
fireguy_6364
Modem Master
Hace 2 años
Versatile.dontplaywitme wrote:

9.13.2023

Still happening. Don't file a claim on your device if it's showing as the floor model and u have the better model. They will only send u back that one. The entire problem is fraudulent and it's on tmobile

willing to bet that if you check the phones info you’ll see that theyre in fact the same phone...the problem is the phone sent to you was never in TMOs system...so the info added to it would be the basic info until the owner (you) contact TMO and have the correct info edited in..THEN you can get it unlocked.