Forum Discussion
Online account access
Spent hours yesterday in 3 different departments trying to set up "T-Mobile ID" so I could log in and see the bill, which the original salesperson lied about. Somehow, through this forum, finally tried setup on a slightly different page where the phone number was optional and it seemed to work. I even got an email to that effect. Now I apparently can log in to T-Mobile, but when I try to actually do anything related to my account, such as viewing my bill, I am asked to enter my phone number for verification. Then it repeatedly asks me to check that I entered correctly and I get nowhere. Apparently it still wants a T-Mobile number and I only have home internet service.
I have a similar problem. I have a legacy Pay As You Good account which I use for 2FA only. I've had the account for years. Once a year I purchase a phone minutes card and load it with whatever amount required to maintain 100 minutes. Last week I purchase the T-Mobile 5G Home Internet which is working just fine. My issue is establishing a second account for this product. I have all the required numbers, account, PIN, subscriber and phone. Every time I try the setup a new ID their system responds with, I already have an ID. Their system is trying to place this product into an account that has a different account number.
I was fortunate enough to speak with a tech rep at the 844-275-9310 who toke the time to duplicate what I experienced and confirmed after hours of trying that the issue requires an engineering solution. She created a ticket # 58752623, documented the issue and submitted to the engineering support group; that was three business days ago. She did say it would take 3 to 5 business days to resolve and she would get back to me.
Yesterday I received my first bill by gateway tower message, no email; that was a surprise along with an included a $1.16 fee on my billed amount. I'll wait the 2 more business days for them to resolve my account ID issue; if they don't, I'll request an RMA for the hardware and end this.
rhkheel wrote:
gregorynyssa wrote:
I called 844 275-9310. To my surprise, the person I talked with was able to quickly set up my account so that I could log in without a verification code sent to a T-Mobile number. I have logged into My T-Mobile and viewed my billing and account information. She said that, in the future, I shouldn't be asked for a T-Mobile number again.
I tried this, and the woman who answered tried to set up my account, but she *also* got an error code. She created a ticket and claimed IT will work on it in 1-2 business days. Beyond frustrating. Anyone got any other tips?
To my surprise, opening a ticket worked, albeit in a somewhat circuitous way. Basically, T-Mobile handled my ticket by deleting the ID that I created for the forum when I was trying to find a workaround for the fact that my email wasn't being recognized when I tried to make an ID other ways. So, when I called 844-275-9310 today to check on the status of my ticket, the person who answered was able to quickly create a new ID for me from scratch with no issues. And here I am, with my shiny, new, fully working ID. My advice to anyone getting the "email not recognized" error when they try to create an ID: Don't create an ID for the forum and don't call 800-937-8997; just call 844-275-9310 and have them create an ID for you.
rhkheel wrote:
gregorynyssa wrote:
I called 844 275-9310. To my surprise, the person I talked with was able to quickly set up my account so that I could log in without a verification code sent to a T-Mobile number. I have logged into My T-Mobile and viewed my billing and account information. She said that, in the future, I shouldn't be asked for a T-Mobile number again.
I tried this, and the woman who answered tried to set up my account, but she *also* got an error code. She created a ticket and claimed IT will work on it in 1-2 business days. Beyond frustrating. Anyone got any other tips?
To my surprise, opening a ticket worked, albeit in a somewhat circuitous way. Basically, T-Mobile handled my ticket by deleting the ID that I created for the forum when I was trying to find a workaround for my email not being recognized when I tried to create an ID other ways. So, when I called today to check on the status of my ticket, the person who answered was able to quickly set up a new ID for me from scratch with no issues. And here I am, with my shiny, new, fully working ID. My advice to anyone getting the "email not recognized" error when you try to create an ID: Don't create an ID for the forum and don't call 800-937-8997. Call 844-275-9310 right off the bat and have them create an ID for you.
I called 844 275-9310 today - 3/6/2022 - after days of frustration with the T-Mobile ID creation issue. The TMO rep was able to look up my account and verified me. She was then able to add my e-mail to my account (the one I used at the TMO store to activate my account). I was then able to finally create my T-Mobile ID. The 844-275-9310 TMO number is specific to their home internet service. Please give this a try - I share your frustrations as I was almost ready to give up.
