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Hey there!
What device are you using? Are you successfully logged in on any devices?
-Lauren
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I have a brand new LG K20 Plus that I purchased just a few weeks ago. I don't have any other devices, but I can see my Digits account and both numbers on My T-Mobile account online. My account says I don't have any devices associated with the lines.
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Hey, magenta4179749!
I'm sorry we didn't get back to you sooner. I'm not a fan of not getting what you pay for either. Yes, this is a known issue and something our DIGITS engineers are working on. What we need to do is file a ticket with our DIGITS engineers. To do so, you can dial 611 from your phone or use an option found here to contact us.
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I know tmo_amanda already informed that engineers are working on the issue. Just curious, did you download the DIGITS app from the play store. logged into that using your T-Mo ID? Have you assigned the DIGITS number to your T-Mo ID using the link https://mydigits.t-mobile.com/consumer/ and then activated the DIGITS line in the DIGITS app? Until you do that, the T-Mo online account in DIGITS portal will show you that no device is assigned or associated with the DIGITS line. Please keep me posted.
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I’ve done all those steps except “activated the DIGITS line in the DIGITS app.” That’s the step that the app refuses to complete. It says I’ve signed into the maximum number of devices but I haven’t signed into any devices (because the app won’t let me) and checking My T-Mobile account, it does not show any devices associated with the account.
Devices
All devices that have these DIGITS turned on.
Other Devices
These are all other devices using DIGITS software with these DIGITS turned on.
No devices are assigned to this line.
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Ok. Fair enough. Have you tried to login to the web client wrc.t-mobile.com/wrcpro?
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OK. So I logged into the web client wrc.t-mobile.com/wrcpro. It shows the two numbers associated with my Digits account. What should I do now? Should I register the lines to my laptop? How will that help get the app working on my phone?
And thanks for your help with this.
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1 of 1 people found this helpful
My apologies for my slow response.
Yes, You can switch the slider and register the number in the web app. Since you can see the two numbers in the web app, that means your account has been set up properly. You may try to send a few text here and there or make a few calls from your computer. You may also download the DIGITS Windows/Mac app from the following link T-Mobile DIGITS - Downloads .
Now once you log in to the web app and make a few successful texts/calls, try to login into your app. Please follow the steps below to login:
1. Go to Settings -> App -> DIGITS. Clear Data and Clear Cache.
2. Uninstall
3. Go to Play Store
4. Install latest DIGITS app again
5. Try to login to the app using your T-Mo ID.
Please make sure you do the step 1 and 2 before you do 3-5. We have to make sure that your device does not have any data from the previous installation left out. Manually clearing App Data and App Cache will ensure that. Please keep me posted. And when you are posting, please tag me so that I get a notification immediately and can make a faster response. Thanks for working with me on this.
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OK, I logged into my DIGITS web client account and both numbers are there and active. I made a few phone calls and sent texts from both numbers. I was even able to finally get the voicemails that have been left on my home number. So that's a good thing.
Unfortunately, even after clearing data and cache, uninstalling the app, and reinstalling DIGITS, it's still giving me the same error message on my phone that says I've signed into the maximum number of devices authorized for the account.
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Ok. So we know its not an account related issue. Your account and allocation are correct.
Do you have any other spare device other than your primary phone whether Android or iOS? Can you try to install the app on it and see how it works? I know tmo_amanda already informed engineers are working on this issue. Maybe she or tmo_chris can shed some more light on it.
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Unfortunately, my new LG phone is my only device. I hope they get this figured out soon. Thanks again for all your help.
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Ok magenta4179749 . Atleast you can use it in your laptop or desktop computer. Its not the ideal solution but workable solution. I am sorry.
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Sorry to bother you, but my notes show that there may be a bypass until T-Mo figures this out. In past, it has worked.
Go to DIGITS portal and temporarily remove your DIGITS T&T number from your T-Mo ID. And then try to login to DIGITS app in your LG phone. If you are able to login, reassign your DIGITS T&T number to your T-Mo ID via portal without logging out from the DIGITS app. The DIGITS T&T number should pop up in the lines in the DIGITS app. Sometimes the DIGITS T&T numbers are reused number, i.e. used by someone previous customers and that clogs the system. Your SIM number is yours so this bypass may work. If it does not then we have done all that we can do from the user end. We will have to wait for T-Mo to figure out a solution once for all.
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You just said you are using LG device. Is it T-Mo branded? Which LG device? Some LG device from T-Mo has DIGITS in-built and you do not have to use the DIGITS app from Play Store. Are you using any of V30, V30+, G6, G5?
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It's a brand new T-Mo device but it's an LG K20 PLUS so it didn't have DIGITS built in.
I'll try your work around, but I don't think my numbers have been used before. My cell number I've had for over 12 years and my home number that was ported in, I've had for 20+ years. Thanks for the suggestion.
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What is my DIGITS T&T number? Is that my T-Mobile cell phone number that I use to log into My T-Mobile and DIGITS with?
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Ideally you should have a T-Mobile ID to login to DIGITS. Now you have a number that is associated with your SIM card. That's your primary number. The other number that is associated with your account, is the DIGITS number.
You can see your SIM number on your device by Settings->About Device->My phone numbers.
Now if you go to my.t-mobile.com and login using your T-Mo ID, then you will see your SIM number and another number. The other number would say DIGITS T&T number. Under that you will see a Magenta Line "Manage DIGITS Settings". Click on that. It will take you to DIGITS webportal. Now you will see a tab, "DIGITS I Can Manage". Click on that and you will see alist of numbers. Select your DIGITS T&T number and de-assign your T-Mo ID by pressing the remove button. And then try to login to your DIGITS app using your T-MO ID.
Please keep me posted about how this goes.
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I confess, I'm a little scared to de-assign my other DIGITS number. It's my home number that was ported from Century Link and for about a week, we lost it. Century Link said T-Mobile had the number and T-Mobile said Century Link wouldn't release the number. I don't want to lose it.
If I de-assign this number under the DIGITS I Can Manage, how do it get it back if this doesn't work?
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1 of 1 people found this helpful
I understand your point.
De-assign will just remove the number from your T-Mo ID but it won't remove/delete from your account. You will just see a message that the number is not assigned to any user in your account. Later, you can again click on the number and then Add yourself by your T-Mo ID.
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It says DIGITS I Can Use and it lists both my SIM number and my DIGITS T&T number.
There is nothing listed under Other DIGITS I Can Manager.
When I click on the DIGITS T&T number, it says "Below are all the users and devices that can use these DIGITS. Depending on your permissions for these DIGITS you can add and remove users or devices." There is no option to "remove" my T-Mo ID, it only gives me an option to Add New User.
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This is very weird magenta4179749 . By any chance are you logging in to DIGITS portal using the T-Mo ID created for your DIGITS T&T number? If that is the case you need to login to the DIGITS portal using the T-Mo ID of the SIM number and then you can de-assign your DIGITS number from the T-MO ID. If you have not created a T-Mo ID for your SIM number ever, please create one using your email ID. Please keep me posted. Sorry for delayed response.
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Well, I'm not sure what's different today, but I was able to log into My T-Mobile account and de-assign the DIGITS T&T number. However, I still can't access any number in my DIGITS app. It still says I've signed into the maximum number of devices. I even deleted and cache and uninstalled and reinstalled the app to just make sure.
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This is very weird. Let me tag tmo_chris tmo_marissa and give a big shout to them. They can file a ticket after collecting some of your account info so that the backend engineers can have a look at it.
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Thanks again for your help. I appreciate you taking the time to look at this issue for me. Hopefully someone will figure it out soon.
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My pleasure. I think tmo_chris will start working again tomorrow or late evening today. At that point he will see my tag of him in this thread. At that time he will message you to know more. Please keep an eye on your inbox.
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And yes, at least I can access the DIGITS Web Portal on my phone so I can monitor voice mails and messages that I'm missing through the app. Not perfect, but at least it's not fatal. I really hope this gets fixed soon.
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I have a brand new LG K20 PLUS. And I have never got the DIGITS app in the phone to log me in. I can only access DIGITS on my laptop via the web portal.
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Hey there!
Because it is a known issue, have you had the opportunity to file a ticket as Amanda suggested earlier in this thread? This is definitely going to need to be something the engineers address with your account directly and you can have a ticket filed by reaching out to customer care. If you prefer an online platform, I would suggest using T-Force, they are available through FB or Twitter and you can find links in my signature or right here Contact Us
-Lauren
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Actually I believe there have been 4 tickets submitted on my behalf regarding this problem. I have an online "chat" scheduled to tonight on one of the tickets. I keep hoping someone will be able to get me fixed.
Thanks for your help.
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Hi all. I wanted to let the community know that my DIGITS app on my phone is now working. It took almost 2 months for it to start working correctly. All of the fixes I tried on my phone did not work. The T-Mobile engineers must have done something on the backend that finally worked. I just woke up one day and it was fixed. I appreciate all the help everyone tried to give me, but if someone else runs into this issue, all I can do is suggest you not give up, keep IM'ing T-Mobile support, and have patience and stock up on wine.
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Yes they found the bug and patched it, They had a temporary workaround previously which I posted in another post but now it has been resolved. It was primarily happening because of a conflict between the T-Mobile voicemail app and the DIGITS app. Thanks for confirming this.
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