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Do you get this message when you log into your account or when you try to click on something after you log in? If it's after, what are you clicking on exactly?
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2 of 2 people found this helpfulI'm replying directly to @tmo_mike_c as this issue gets worse and worse and needs immediate TMobile attention. I am also hoping to mention and draw some official support by mentioning listed as community manager, and perhaps the only person able to draw the needed attention on a key issue of which a growing number of people seem to be experiencing issues with simply accessing accounts and paying for service, and no other support option exists for us.
There is updated information now that something has changed but is arguably worse.
Please note I am the same user as magenta6649032
Due to the change in the problem I had to create a new TMobile ID for the sole purpose of posting this update because as of today I can no longer log in fully to my magenta6649032 account. I imagine other people are unable to post here as a result of this as well so the amount of posts to this thread may be very low compared to the number of people affected, as the affected people can not actually post to this thread! We also can *NOT* message TMobile directly as we can't get into our accounts. Phone support has not only hold times long enough to be useless, but also provides conflicting, useless information. The community managers available on this forum are the ONLY hope any of us have to remain TMobile customers for longer than a few days to a few weeks. If this is not resolved by then, we will not have added funds, our accounts will be suspended, and we'll really have no choice but go to AT&T for GSM phones.
THIS IS A CRITICALLY URGENT MATTER FOR PREPAID AFFECTED CUSTOMERS AS NON-RESOLUTION MEANS TMOBILE WILL CANCEL OUR SERVICE **SOON**
This is the updated status of the problem
The previous behavior was successful login to My TMobile, followed by the above screenshots errors when trying to select an account to manage.
The new behavior is this: I am greeted by a page that tells me there is no Primary Account Holder for the account (I have 2 prepaid phone accounts under my login.) It wants me to confirm the primary account with the last 4 digits of the SSN.
There are multiple problems here.
1) The phone number it wants me to confirm from the account as the primary is *NOT* the phone that is mine, it is the one I manage for a family member under my account. It gives me no option to select a different one.
2) If I press "SKIP" it warns me "Are you sure you want to skip? By skipping this action you will be unable to set the primary account holder on any of your other lines linked to this T-Mobile ID. " I may have to complete the Skip to experiment after I send this message but for now I have not. After completing "skip" the situation may or may not become worse.
3) Since the account belongs to me, but the phone number account it wants me to make primary does not belong to me, I'm not sure which SSN it wants. If I enter the last 4 digits of mine, it gives me the message "Service Unavailable. Uh-oh, it looks like we have our wires crossed. Please try again later."
4) Most importantly: This is a pre-paid account. TMobile does NOT have SSNs on file for these accounts. How is it confirming primary account holders by verifying a number TMobile does not have to begin with?!?
As a result, I can not log in. I can not manage accounts. I can not add funds to accounts. I can not set a "Primary Account" when prompted because it will not accept my SSN digits, and likely can't verify it against a number it doesn't have.
Please understand that means two lines of phone service are entirely unable to be paid or managed. THESE PLANS WILL BE SUSPENDED THIS MONTH OF THIS PROBLEM IS NOT RESOLVED.
Please also understand that whatever the cause of these issues, for affected customers who may or may not all be prepaid customers the My TMobile website and app are effectively 100% NON-OPERATIONAL AT THIS TIME. This is a CRITICAL issue that needs direct TMobile staff assistance. We are unable to message TMobile support directly due to the problem. Phone support seems unable to comprehend or address the problem. You on this community forum that are TMobile staff are our absolute only hope of resolving this issue and remaining TMobile customers. If you can not help us, and can not help us *RAPIDLY* we won't have to actually leave TMobile, TMobile is going to cancel our service for us. for some of us in weeks, and some of us in mere days.
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Having the same problem.... have you got any ware with this yet??
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I have this same issue which is ridiculous. Fix the site!
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I am having this same issue - What is T-Mobile doing to fix this and allow me to manage my account?
I am also getting other odd error messages!
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Same issue....t-mobile website is not working for many prepaid customers. Call center staff is substandard. Fix it.
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I've also been having this problem all week. I went to log in last week to pay my monthly prepaid plans, and got the above errors. I figured I'd come back to it in a few days, and am still getting the same above errors every time I try to log in to My TMobile.
My account needs to renew in a few days, and if I can not log in to manage the account, I can neither add funds, nor even add pre-paid funds. My service will be suspended because TMobile's website is not letting me access my own account!
Just as above, I've seen the "due to extremely high demand" error a few times. I see the "we are currently having trouble with your request. Please wait a few minutes and try again" every time. I can successfully log int (thus I can post to the forum here) however, when it presents me with my two accounts to manage, if I click either one I get this error.
This needs to be resolved, or our accounts will be suspended if we cannot renew prepaid plans! TMobile: HELP!!!
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I called in this evening and was offered zero assistance. I was told that the hold time to speak to the prepaid dept was an hour and a half and I could wait to speak with them and put more money on the account (without actually knowing if it required it since no one was willing to assist me and tell me if it required it).
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I have experienced the same website failure for a week and really need to make a payment to a family members account. It is absurd that the website would be broken for this long.
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We've been getting reports of issues happening with the sites for some folks but our engineers are working. You'll want to Contact Us and have one of our Team of Experts or T-Force folks file a ticket for this.
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Except we have been calling in, only to be told the wait time is an hour and a half to speak to prepaid - or that no one can do anything. I’ve been told by 4 different people that no one will be able to do anything. So my only option is to cancel my 4 postpaid and 2 prepaid accounts then, since T-Mobile doesn’t care to fix this egregious issue??!?
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To be blunt, the call center is not equipped to handle issues with the website. They very clearly don't have the information and/or training at their disposal there. Is there a direct email contact that can be provided for a group that can deal with this? Or can you or anyone on the community team create tickets or locate someone to contact us proactively without requiring a login? As mentioned the "Message Us" button does not work to have a ticket opened, because that messaging option requires being logged in and selecting an account, and the inability to do that is the actual problem. That's the trouble, you and the staff here is the only point of contact available to us at this time, outside the call center that may be fine for resolving broad account issues or changing plans, but does not have the information they need for handling a website/account management problem.
I can post on this forum using a new account I created today to post to the forum, but since it's not the account tied to a phone line, it won't let me use the "Message Us" option with this account.
Time is ticking for people with this issue and multi-hour call center nonsense and bad results only to do it again. If someone could proactively reach out that could address this or generate a ticket that might at least get the ball rolling. If the actual site issues are resolved, that's great, but is there a timeline on that? Such issues usually don't span weeks.
Remember, each day that goes by without resolution, almost certainly some people here are losing phone service and/or switching carriers, through no fault of their own, and no dissatisfaction with their phone service.
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Any word on this being fixed? Still the same issue this morning. I have a post paid plan and I can log in w/o an issue. On my prepaid plan for my mom, I get the error message others have had.
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I'm very sorry and quite surprised you haven't been able to get a ticket filed for this with our call center reps as I'm confident they have the tools needed to do this. Since we do not have the account access here, that's why I recommended our Team of Experts or our T-Force team. We'd need you to message our T-Force folks through the Facebook or Twitter links found on the Contact Us page that I posted before. They're only available through these social channels and I know they can help whether you have a prepaid or postpaid account. I understand not having a lot of time or waiting on hold so I'm sure our T-Force folks will give you a reply back as quickly as they can. You can even link them to this thread so they have everything they need to get a ticket filed. I'm sorry we don't have the access here to help get the ticket filed but I know our T-Force folks are more than capable of getting the ball rolling on getting this resolved.
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(Posting this as a reply because for some reason mentions don't seem to link you.)
Now that we know the issue is related to accounts with multiple prepaid phone lines in the account, is this an issue that is actively being addressed and should be corrected before people have to create multiple accounts if they manage multiple phones, or is this expected to remain broken forever?
I do appreciate your advice above, though the above user's post was a bit more informative. Is T-Mobile aware that it's a little odd that your own support forums have people such as yourself that are unable to actually help customers staffing the actual T-Mobile forum, but you have actual support people who apparently don't interact with the official support forum at all and instead participate in Facebook and Twitter? Or that we have to rely on users contacting other users to contact T-Mobile staff through non-T-Mobile websites for assistance on their behalf if users don't have accounts with those third party websites, while we're all on T-Moble's own website, yet the actual support staff aren't? It's fine that you and the staff in your area aren't capable of assisting, but they need to equip you with the tools to reach out to those who can rather than just posting links to Facebook and Twitter.
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No change today, however the screen prompting to verify the "primary account holder" now shows the number that is mine rather than the secondary on the account as the one to make the primary. However I still get the error message "Service Unavailable. Uh-oh, it looks like we have our wires crossed. Please try again later." when I do enter the SSN digits. Which is sensible considering TMO should not have my SSN at all to begin with since these are pre-paid accounts. Which is good considering the data breach would have compromised it if you did.
Time is ticking on this issue. At this point we either need these "T-Force" specialists to contact us proactively as we have no way to contact them, or we have to pay a visit to AT&T and switch.....we really don't have much other option here. This forum is our only contact point. I remind, we can not contact the "Team of Experts" as we can not log into access the direct communications. And the generic call center support is *not* equipped to handle this type of issue. They can handle phone problems or account specific problems, they are unable to help with, or even understand the nature of, a general website failure.
We are relying 100% on you, the "community managers" to get us in touch with the right elements within TMobile to resolve this. This is the absolute only avenue of TMoble support we have available to us, and if you are unable to assist, you are telling us, essentially, that no solution exists, and that we should switch to a new carrier by the end of our monthly service.
I'm including a mention to tmo_phillip who is listed as the manager for the forums here to hopefully pull his involvement here. You are truly well the last hope we have of remaining customers at this point due to this issue. Weeks, days, or for some people it's already too late and their service has ended as a result of TMobile's account management failure for prepaid accounts, both through the website and for the app.
At this point we need either a timeline of the account management tools restoration, or assurances that we will be automatically renewed for free while the issue is investigated, or if individual account level corrections are needed we are going to need someone from the "community management" team to put us in contact with, someone who can assist, or to generate "tickets", however waiting on "tickets" is not tremendously helpful for the people who have hours or days left before their service runs out.
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Still having the same problem today. Neither the web nor app works.
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For what it's worth, I'm having (and have been having) the exact same problem...
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2 of 2 people found this helpfulPROBLEM SOLVED. HERE'S HOW:
Here's how the same problem was resolved for me.
- I went to Twitter and sent DM to @TMobileHelp (because the support wait times were too long. Messaging on Twitter is NOT necessary to get response if you have enough patience to wait for your turn on customer support phone line)
- SarahEsmailka chatted with me via Twitter DMs and created a support ticket for me
- I called customer support. Requested a call back because the wait time was long.
- They called me back. I spoke with a representative. Gave him the support ticket number.
- I have TWO prepaid numbers that I used to manage with ONE login.
- Customer support asked me to separate (unlink) one of the two numbers from the login and then create a new, separate login for the unlinked number.
- Customer support actually helped me unlink and then create a new login. So I now have one separate login for each of the two numbers I have.
- PROBLEM SOLVED! I can now see all the regular options to manage my account, add funds etc.
- Christain at T Mobile Support was super helpful, competent and quick to help me out.
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Were you able to unlink your accounts yourself, or did they have to do something on their end? I don't see a way to do it directly, but it's worth asking.
Do you still have contact with SarahEsmailka and the ability to direct her to this thread for help or advice for people that do not have Twitter accounts with which to contact her? Or hopefully she may have the ability to contact us through this thread? If you have any way to direct her attention here I'd much appreciate it!
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The customer support person did something at their end to unlink the second number from my existing account and also did something to create another login for the second number. It is NOT necessary to contact their Twitter account. Just call in to customer support (even if the wait times are long). I am not sure but I am making a logical guess here that creating separate NEW logins for each of your cell numbers, using a DIFFERENT email address for each (NOT using the one associated with your current login) should help you solve the problem WITHOUT having to contact the customer support. Worth trying I think. Hope this helps.
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I have the same problem for weeks now. If you have multiple prepaid numbers in one account, you get this error.
If you just have one number under your account it seems to work.
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I only have one prepaid number.
i don’t have a twitter or facebook account and I’m not going through the hassle of creating an account on one of those platforms to get assistance to get this fixed. If T-Mobile doesn’t care enough to fix this and is ok with losing all my postpaid accounts along with my one prepaid account, that’s fine.
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I have been trying to pay my account since 10/25 and finally had to go to aTMobile store! It is now 11/5 and I'm still getting "We are currently having trouble with your request. Please wait...." and "Service F451 is not available" Plus the Primary phone issue crap. Calling just puts you on hold forever. I did finally get a message where TMobile called me back. When the call came, it still said "All our agents are...." AND they called me!!! I have been receiving voice mails weeks ... weeks! after they were sent. The service bars are continually low at home. TMobile will not let me pay my bill via my online bank-pay (I won't let them automatically deduct) and now I cannot pay online on TMobile website. TMobile is going to lose a long-term customer because this is just too bizarre.
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I am having the exact same problem for the past month or so. It's been quite troublesome to add fund to my prepaid account. Please help!
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I called support on this two weeks ago and they promised to have it fixed in 72 hours. A week passed, I called again and it was still not resolved. They did say it was a system wide issue and provided a ticket number. I have 3 prepaid numbers so I may try to unlink them but if this is a change in procedure then I feel a text message should have been issued to those effected.
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11 of 11 people found this helpfulIf you have multiple prepaid numbers in one account and getting the "We are currently having trouble with your request. Please wait a few minutes and try again." message, here's what I discovered that works (for me & for now...).
1 - Login to "my.t-mobile.com". You will then be at "https://my.t-mobile.com/choose-account.html".
2 - Select which account to manage. The "We are currently having trouble with your request. Please wait a few minutes and try again." message shows.
3 - Go to "https://manage.my.t-mobile.com/#"
4 - The account you selected to manage in step 2 will magically appear.Wow TMO, real hard to fix. Redirect the customer to the correct URL link....
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That works! Thanks!
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Thank you!!!
This worked (though the added funds aren't showing up on the account status page just yet, it did send me email confirmation, and the status page has always been slow to update.)
I don't know how you managed to find it but you accomplished more than the entirety of T-Mobile support, who has also told me "72 hours", the magic lie to make callers go away for a few more days.
T-Mobile should be ashamed. All they did was break a redirect and it's taking a month to resolve, if ever?! When did T-Mobile become Sprint? The point of buying Sprint was to finally put it out of its misery and harvest its remnants to build a stronger network, not to actually adopt their entire interface and support program! This entire experience reminds me from top to bottom of my old Sprint days. I thought T-Mobile was a superior company until now.
I'm glad I was able to add funds and get access again, and that will give T-Mobile another month to figure this out before I need to bail. If it's not sorted out by then, it's safe to assume it never will be.
Considering the quality of this website, I'm starting to get a clear picture of how these data breaches keep happening.....
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Yes, that worked for me.
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Thank you
TMobile, it’s a shame that it’s taking an eternity to fix this issue
As soon as funds are used I’ll say goodbye to you
Best
Sent from my iPhone
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Thank you!
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Thank you so much. It worked. Maybe they should put you in charge of T-Mobile support before everybody goes to another carrier.
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Really helpful, thanks a lot!! Hard to believe that T-Mobile need to a customer to find a workaround for a problem they haven't solved for weeks.
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Hi, Tried the link, unfortunately it did not work for me. I contacted support again and they issued me another trouble ticket with elevated priority. The rep told me to wait 72 hours either they will contact me if take longer or it will be fixed.
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I had the same issues in October. I contacted support to fix the issue. My account was shut off because I couldn't pay the bill online. Support said it'd be fixed in a few days. It is a month later. Fix your site! This is unacceptable from any business in today's times. I'm not sitting another few hours on hold again, and I'm not creating separate accounts to manage. If not, time for me to find another provider. I"m fed up. I don't have time for this crap.
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Thanks you very much, It worked!!!
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I have the same problem.
Calling T-mobile is useless -- there is no support at this company. They put you on hold for literally hours and then when you get through they cannot accomplish even basic functions???
I've always had issues with the online account, but now it is completely kaput and there is no support -- I guess there is little choice.
Short T-mobile stock because this one is going down.
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I got the same problem almost a month now which made me sobored and tired. I contact the help team twice. First one was great, but the second one not what I expected. Such a shame. :/ why do we have messag help team if they can’t really help?
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I know our engineering teams are still working on this as the issue is still open in our system. I few of you folks have had some success with the workaround posted by another user. We appreciate you giving us feedback around this and I have sent this info up the chain to our internal team to review this for our internal content.
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Hello Mike,
The workaround did not work for me. I also tried using different browsers and clearing the cache with no success.
I spoke to Jane (Janelyn@T-Mobile) at T-Mobile support (she also gave me her ID#) on 11/12 and logged another trouble ticket with elevated priority. Received a follow up text msg to allow 3 business days for teams to review, and that resolution can take longer depending on issue.
As of today I have not yet heard back, hopefully it will be resolved soon. If you require any additional info, let me know.
Thanks...
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Thanks for trying that workaround anyway magenta4497584 . I'm in touch with some internal folks involved with working on the issue. This may sound pretty simple, but if you just refresh the same page, does it work for you? I'm passing along the feedback I get from this thread so if you can let me know the results, that'll really help.
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I tried refreshing and no change. However, I decided to try the workaround one more time and it appears to work for now. After getting the warning message when selecting one of the phone accounts I proceed to use the workaround link: https://manage.my-t-mobile.com/# . Although occasionally certain sections (e.g. My current plan, My current status) cannot be displayed I would have to refresh the page a few times before it finally displays. It's a tedious process especially when I have to do this for each of the five accounts. I hope this can be resolved soon.
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Okay, well thank you for trying. Engineers do know this is an issue and they are continuing to work on it. I wish I had more to update you on, but this is a known issue that our teams are continuing to work on to get fixed.
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I too am facing this issue with my prepaid account for the past two week. What kind of engineering teams cannot resolve such a critical issue for months!
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What do you want to bet that T-Mobile's IT is outsourced just like its call centers? I hope it's not IBM because then this problem will never get solved.
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I appreciate you responding, but it has been almost 2 months, that is sad!
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It is now 1/1/2019 and it is still not fixed!!!
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I have the same issue with my account for over two months already. I called the t-mobile rep and was assured that this is a known problem and it is being worked on, which honestly do not believe to be true, considering all posts in this thread. Will it ever be resolved? Is there a timeframe for this?
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THESE STEPS WORK! PLEASE READ ON:
The workaround posted by another member in this thread worked for me! Thank you. Reporting those steps verbatim, in case you didn't see it.
If you have multiple prepaid numbers in one account and getting the "We are currently having trouble with your request. Please wait a few minutes and try again." message, here's what I discovered that works (for me & for now...).
1 - Login to "my.t-mobile.com". You will then be at "https://my.t-mobile.com/choose-account.html".
2 - Select which account to manage. The "We are currently having trouble with your request. Please wait a few minutes and try again." message shows.
3 - Go to "https://manage.my.t-mobile.com/#"
4 - The account you selected to manage in step 2 will magically appear.Wow TMO, real hard to fix. Redirect the customer to the correct URL link....
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You might not want to do that. I just used this link to add funds to my t-mobile prepaid account. Money is gone. I put 50 dollars, payment was processed and I do see a pending transaction in my credit card statement, but my t-mobile account balance was not updated and I did not receive a usual SMS confirmation. What can I say, great job t-mobie.
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1 of 1 people found this helpfulI've been frustrated with T-Mobile for over a month on this issue, then I found this, which worked only to see account status, not usage.
Apparently the T-Mobile support engineers are not very capable.
THESE STEPS Kinda WORK! PLEASE READ ON:
The workaround posted by another member in this thread kinda worked for me! Thank you. Reporting those steps verbatim, in case you didn't see it.
If you have multiple prepaid numbers in one account and getting the "We are currently having trouble with your request. Please wait a few minutes and try again." message, here's what I discovered that works (for me & for now...).
1 - Login to "my.t-mobile.com". You will then be at "https://my.t-mobile.com/choose-account.html".
2 - Select which account to manage. The "We are currently having trouble with your request. Please wait a few minutes and try again." message shows.
3 - Go to "https://manage.my.t-mobile.com/#put_your_number_here" ie ""https://manage.my.t-mobile.com/#555-555-5555"
4 - The account you selected to manage in step 2 will magically appear.So new method - save from above YOUR phone address link as text somewhere, login to My-TMobile, then paste YOUR phone address link text into browser address bar and go see your account
Wow TMO, real hard to fix. Redirect the customer to the correct HTML URL link....(does that mean)
How
To
Mangle
Links
U
Rarely
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1 of 1 people found this helpfulI was struggling with the same issue for the last couple of weeks. Finally, during a long call with a technician, we found a possible lead. For some reason the T-mobile system does not accept anymore more than one account per email. The solution I found was going to my account profile and unlink each of my prepaid accounts and reenrolling them again using different email addresses. After that each one of them works like a charm.
Hope it helps!
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omg, i had to reply that you are truly a magnificent human being!
thanks the unlinking and re-enrolling worked for me too.
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Going to try this, hope it helps.
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I am having the same problem. Have a prepaid and postpaid accounts connected to my ID. Postpaid works fine, prepaid shows the error. I need to update the CC used to refill it, and I cannot do this. Tech support is clueless, asked me a bunch of stupid questions that are unrelated as this is a server error, and opened a ticket. Please fix this.
At least support was able to refill the account for me. I guess I'll have to bother them every time to refill it now until they fix the issue.
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its funny that they have no clue, yet ask a million questions trying to understand and still fail to do so, really sad
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As of 1/10/2019 this issue has NOT been fixed. Wasted over an hour with incompetent customer service based in the Philippines without a resolution.
Ironically, T-Mobile's new ad marketing campaign touts faster and more reliable technical support. But the fine print says it only applies to "post-paid" accounts. It's obvious that TMobile is aware of the problem but chooses to ignore it, hoping that subscribers will migrate to a post-paid plan.
