Where did online chat go? I'm unable to call or be called, which is the only option ever available.


    I'm finding it impossible to get help from T-mobile. Where is online chat? Every contact option available is useless in my current situation. ER05 invalid sim card has completely disabled the calling and message functionality of my phone, and with the T-mobile app requiring data connection instead of wifi, I'm a sitting duck here without support. Online chat is supposed to be the solution to the problem of not being able to call support. I'm unable to visit a physical store, so I'm essentially paying for a useless device. Is there simply no other option for support for your phone than to actually use it's data connection? If so, that is just stupid.

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      • tmo_marissa

        Welcome, magenta2080023! I'm sorry to read you were having trouble getting in touch with our chat team, and that you're seeing this error message on your device -- definitely not the best day of the year to be having phone trouble.

        If you're logged in to My T-Mobile, you can hit the Contact Us link at the bottom of the page and the chat option will show at the top. It does go away if the queue is long or during hours the chat team is unavailable, though.

        Are you still getting this Invalid SIM error? How long have you been having this trouble? Did you recently start service, or just get a new SIM or new device? This particular error message is one we typically need to work with you to resolve by checking your account provisioning or possibly sending a SIM update to your device OTA. If you're not able to message us through chat, we do also offer account support through social media! Our T-Force teams on Twitter or FB have account verification options and can take a look at our side of the account to see what could be causing this error message. How is everything going for you today?


        - Marissa

        1 of 1 people found this helpful
        • tmo_amanda

          Hey, magenta2080023!


          I just wanted to swing by to see if you were able to get in touch with Customer Care or T-Force to take a look at your account set-up since you're receiving the SIM error. Please keep us posted if there's anything else we can help out with.