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Gosh, I'm sorry things are working as they should be through our app. You're right, if it's not working, it makes it a heck of a lot harder to pay your bill. As far as contacting us goes, you can dial 611 on your phone or contact T-Force (our social media customer care team) by clicking the Facebook or Twitter icon in my signature.
With regard to the app not functioning, do you have the latest version downloaded? If so, what version are you currently running on?
Just wanted to check in and see if you were able to try the suggestions Amanda had.
Personally I would not depend on the app to contact T-Mobile. Calling T-Mobile at 611 is the fastest way. Social media is a close second but never message through the app on iPhone and of course Android does not have the message us function.
The reason the payments may have been declined could be a various reasons from incorrect CCV code to expiration date to improper name and or address.
Hey there! It has been awhile since you last posted. Did you still need help with this?