Can't Make Online Purchases

sharmander1992

    I've been trying to buy the Galaxy S9 from T-Mobile since the day it was released. I've tried literally every single day on multiple devices and even through the app on my phone, my mom's phone, and my sister's. No matter what I do it always comes up with an "Oops we hit a snag" error and then sends me back to select the phone and payment options after it starts to load the final screen that let's me purchase it. I'm so annoyed at this point that I'm ready to switch to another carrier. Has anyone else had this problem? If so, have you found a solution for it? I've tried clearing my cache, I've tried incognito mode, I've (as I already stated) used several different devices with no luck.

      All replies

      • tmo_chris

        Re: Can't Make Online Purchases

        Oh my goodness! You have definitely tried everything imaginable to rule it out as a browser issue. If you are getting this error when trying to upgrade through your my.t-mobile.com account, we are going to need to take a closer look at what is going on at the account level to fix this. If you have not already, please contact us so our care teams can get this sorted out for you.

          • sharmander1992

            Re: Can't Make Online Purchases

            I've tried contacting you guys already and y'all wanted a $30 service fee. I'm not paying extra for something I should be able to do online, but can't because your website is messed up. I've continued to try every day since I posted this with no different result and I am now angry. I will be switching carriers today.

              • tmo_chris

                Re: Can't Make Online Purchases

                I am terribly sorry! Was our care team able to get a support ticket opened for the online issue? Also, if the site is not working for you, we will waive this fee and it is only $20. You can let the agent you speak with know to check internal doc DOC-421385#subhead4 for all the info they need.

            • magenta5204196

              Re: Can't Make Online Purchases

              I'm having the same problem. Trying to purchase/upgrade a phone online. Can't check out because it has the error message "Oops, we've hit a snag." First called in 2 weeks ago, have had 3 tickets filled out by representatives, and still nothing. No one knows why the message appears. Have had no follow ups on my tickets either. Just simply want to buy a phone, but can't.

              • magenta5204196

                Re: Can't Make Online Purchases

                This is the exact wording of the error message that appears as I try to checkout:

                 

                OOPS! WE HIT A SNAG

                The page did not load for some reason, but you are still on track.

                Try again

                  • tmo_chris

                    Re: Can't Make Online Purchases

                    I am terribly sorry magenta5204196      

                     

                    This is definitely a hiccup on the web side with your specific account. The best way to get this resolved is with a support ticket filed by our care teams. Since you have already had a few filed for you, we should definitely have some sort of update for you. We unfortunately cannot see customer accounts here on a user forum but if you have a Facebook or Twitter account, you can use the links in my signature to message our T-Force team. They will be able to pull up your account and see a full history of the support tickets you have had opened.