Account, T-Mobile app and Live Chat issues


    1. In my "My T-Mobile"  profile information tab it says " You do not have any numbers linked to your profile. Click edit to link a T-mobile® number to your profile." It shows my phone number as a primary number, but when I try to link my phone number it doesn't take the code it sends me. Keeps saying the code is invalid.


    2. The T-Mobile app doesn't work for me, hasn't in months. It keeps saying "Sorry we're not ready for you yet. We're working on improving your app experience".


    3. Live chat is not working for me. I'm logged into my account. I click "contact us" and live chat is not an option. I have to click "support" and scroll down to "contact us". When I click on that I have an option to "Message us". When I click on that, it keeps bringing me to my account home page.

      All replies

      • tmo_chris

        Re: Account, T-Mobile app and Live Chat issues

        Hey vurgee


        Thanks for taking the time to post to our community! Let me see what I can do here to answer all your questions.


        1- To me, this sounds like an issue on our side where your phone number and online account have not been fully linked. For this issue, we will need to speak with you over the phone so that we can get a help desk ticket opened up with our web support team.


        2- Do you by chance have a prepaid account? If so, the T-Mobile app is not available for prepaid accounts at this time but we will make it available as soon as we have fine tuned the experience.


        3- This sounds more like a browser cache issue where the links you are clicking may have gotten mixed up. My suggestion would be to either try clearing your browser cache and cookies or trying a different browser.

        • vurgee

          Re: Account, T-Mobile app and Live Chat issues

          1. I'll call when I have some free time


          2. Yes, I do have a prepaid account.


          3. I have tried multiple browsers on multiple devices, nothing is working.

          • kargelc

            Re: Account, T-Mobile app and Live Chat issues

            I am having two of these problems as well.


            I cannot connect to chat as an existing customer. I keep being redirected to my homepage as well.


            Customer service told me that I should be able to use the T-Mobile app with my prepaid account, but it is not working, and I read here that it is not possible. This is confusing.