I have the same problem, tried yesterday with new phone and activation kit, would not let me refill my account, always an error message about autopay not selected - but you can't select autopay on the page.
I'm a new customer and asked to have my old number from different provider transfered, the page said it would take 24 hours for the transfer and I'd receive a message on my phone if it was done. But the 24 hours are over and T-Mobile website does not know my phone number. So I can't create a TMobile account and check what it says...
Okay, the issue has been resolved without requiring a new activation code.
The activation on the website was basically all done except for the billing information/payment setup which is located on the final step of the activation which had the problem.
As long as you get your Tmobile # and your phone can accept txt messages, create a my tmobile.com account on the website with the tmobile #.
When you go into the billing section and payment section, you will be not able to access them, or if you can, any changes you made to those sections on the website will not be saved correctly.
You will need to call t mobile to setup the credit card information, payment, etc and it will update on the website afterwards.
I still had problem with the data connection so I went to the support chat and afterwhile they told me to call 1-800-937-8997 to resolve the issue which turned out I just needed to turn on data roaming.
So my account is now working.
Did you cancel the provider of your old phone number before the phone number had been successfully transferred over to tmobile?
If it was cancelled prior, the old phone number is probably deactivated already and will not be able to transfer over.
If not, and you have not received a txt message on your phone indicating your old number has been transferred, you'll have to call tmobile or contact their support chat (#s should be in the earlier posts) to see if there are any issues.
If you got your # and setup your my t mobile.com account, you;ll only be able to update the billing and payment info initially doing it over the phone.
Hi askan, thanks so much for the follow up on this! No my old phone is still active, the T-Mobile website that checks for eligibility says
This number is already in the process of being transferred to T-Mobile. You can enter a different number to check or have a new T-Mobile phone number assigned during checkout. If you think you have received this message in error, please call 1-877-443-3851.
But the 24 hours are over, more like 30 hours now. I'm trying to reach the support chat at the moment.
Edit: Chat says the transfer is still in progress and I have to wait up to 48 hours. Ok, I'll give it 24 more ...
Have you managed to transfer your number? I called them today with the same problem (20 hours after the problem with the online payment). The rep told me that the transfer was in progress and that he would call me if it wasn't transferred within 4 hours. I have not heard back from him and my number is still not transferred...
Yes it has worked out. Several things:
1. It took almost 3 days before it was transferred, basically you do receive the text message when it is done and have to wait. I had contacted my old provider too though just in case asking what was going on and maybe that did speed it up. Because a few hours after I send the email to my old provider the transfer was suddenly completed.
2. Once the number was existing I could make a T-Mobile account and set up payment without calling anyone or such. Took around an hour before the payment (refill card) had gone through though.
3. I used an activation kit from Amazon and despite my number being transfered and the account set up with T-Mobile the phone still did not know its own number under settings or connect to anything. I had to go under settings in my phone and networks and manually select the APN of T-Mobile, then reboot the phone for it to be finally fully functional.
I just had the same issue activating an old tmobile nokia 6030 with a new activation kit. I also ported my landline number and couldn't get past step 4 online. As it stands, I have $3.34 in my account from the activation kit but It wouldn't take funds from a credit card.
Thanks wincell for posting your results.
I'll be patient and hope I don't have to deal with customer service after all.
I just tried to activate my phone into a prepaid plan. I got the same error on the 5th screen saying I didn't give an autopay date and amount. But there is no autopay date/amount field on the screen. It would not go past this screen so I eventually just bailed out. I am porting a land line so maybe that affects the activation process but someone should fix this.
I did soon get an email however that my phone was activated! I then just went into the Tmobile web site and added the $100 amount to my account. It was only one web page, but it was the same screen as the 5th screen during activation. So I filled in the SAME info and it worked doing it that way. At least it didn't complain about the autopay values missing.
This problem needs to be elevated to a higher level of attention by customer service. I also ran into this problem when trying to activate my pre-paid phone. There was no calendar to choose from. I was using Firefox.
This system is inherently flawed because you USE your activation code in the first step; only to blow the whole process in the fifth step. Therefore, your phone is not activated, but you used up your activation code and cannot repeat the process. You are then forced to call customer service.
If the website is faulty, someone needs to fix it asap. The customer care over the phone is spotty at best. My first call to try and fix the issue ended up with someone who spoke broken English with a Middle Eastern accent. He started to raise his voice and become increasingly frustrated when I tried to get him to repeat himself because I couldn't understand what he was saying. Eventually, he hung up on me. Subsequent calls were better wtih different people, but I did have to call 4 times total to make sure everything was setup correctly.
I purchased my T-mobile phone at Walmart for the attractive $30 plan (100 talk minutes, unlimited data/texting) a month. Beware, Walmart insisted that I activate my phone with the plan at T-mobile (website/store/phone). T-mobile insisted that I activate it at Walmart (store). Interestingly enough, the T-mobile site has the "Walmart" plan available to be chosen, but they cannot do it in any of their T-mobile store... Although it's on their website. I don't understand this. Policy change, please. Instead, they have their customers going back and forth between two companies after a purchase.
After a day's worth of driving, calling, and re-explaining my situation with a used activation code and trying to get the "Walmart" plan... It worked, about 3 days later. I'm somewhat dreading to commit to the auto-pay; I'm not sure if the website is up to the task.
As others have said, your phone will actually activate the website just doesnt tell you. 2-5 days later you'll get a text THEN you can setup billing.
They do need to fix the website though.
Even phone support doesnt know what is happening as all they do is tell you that your code has been used not that your phone is being activated.
Is making the first funding with a refill card an acceptable option? I'm having this issue even now, several months after this thread was made. I don't want to have to deal with india, or wait days for a new sim card in order to get my service activated.
If this has been going on this long, it is simply unacceptable. I thought I was making an upgrade coming from virgin mobile. Now I have begun to doubt my decision. It should not be this difficult to register a new phone/service.