Self service options

UNAUTHORIZED

• To get started, may I know your first name so that I know how to address you properly?
• It seems that the system is not recognizing that you're already logged in here on my end. As much as I want to assist you with your concern, we assist through log in process here in messaging, but we are here to help! We have our Customer Care Representatives that are also always ready to assist. Please contact us directly over the phone 1-800-937-8997. Thank you!
• iOS We understand that you have specific inquiries and we want to ensure we provide you with the best possible assistance. To get the help you need, what we can do here is contact our Customer Care team directly. They are available from 4 a.m. PT to 12 a.m. PT and can be reached at 1-800-937-8997. Our team is ready to assist you with any concerns or questions you may have. We appreciate your understanding and look forward to helping you!
• Since you are now able to log in through the app, you can reach out to another chat representative in order to verify your account. On the other hand, here are some steps that you can do on your most convenient time to check the status of your reimbursement:
• Thanks for doing that! As I can see here on my end, you are reaching out to us via messages, can you please kindly log in through the app so I can further assist you with this? -It seems that you are using text to chat with me and it is not reflecting here that you are logged in. Since you are logged in to the app, I suggest chatting us using the app so we could proceed with your concern. Can you chat with us using the app? -Please let me know if you are able to get a new representative! While waiting, is there anything else that I could help you with? -Are you able to send a new message through the app? -Not to rush, how was it going so far?

UPGRADE For your future reference, to be able to perform the upgrade:

Log in to T Life / T-Mobile app. Select the Shop tab. Select Upgrade your device.

-Log in to T Life / T-Mobile app. -Select the Shop tab. -Select Upgrade your device. -View and select the device you want to upgrade to. -Select the desired color and memory variant / size. -Scroll down to Upgrade for (Customer / User name) and select Edit to choose between upgrade or add-a-line transaction. -Scroll down and select Verify Trade-in Device -Choose monthly payment option. -Select Add to Cart.

PAYMENT ARRANGEMENT

• Go to My T-Mobile and log in to your account.
• Select View Bill .
• Click Set up a Payment Arrangement

To check the bill you may dial #225# to check updated bill to pay. Self Pay As per checking here, we are unable to edit the payment method for the arrangement since it is due today. Nothing to worry! We have option for manual pay.

Here are the steps for the manual pay
1.Log in to the T Life / T-Mobile app.
2.Select the Manage tab.
3.Select Make a payment.
4.Select Total balance or Other amount.
5.Choose the date to make the payment. 6.Select Edit to change the date.
7.Select a Saved payment method.
8.To add a new payment method select Edit next to a saved payment method.
9.Select Pay to process your payment.

CHECK ORDER You can check out this order thru your T-Mobile App! You can refer to this steps:

• Open the app.
• Scroll to and tap Track shipment to get the latest update on the location of the package. OR
• Open the app.
• Select More.
• Select Contact Us.
• Scroll to and select Check order status.

CHECK BALANCE (GIFT CARD) self service options for the customer on checking the balance on their gift card
Customers can check the balance on their gift card using the following self-service options:

1. Via Mobile App:
   -Download the Onbe card app.
   -Log in with the account credentials created during the initial Virtual Prepaid MasterCard registration.
   -The virtual card and its available current balance will be displayed on the Shop Now page.
2. Via Desktop:
   -Visit the Onbe website.
   -Log in with the account credentials created during the initial Virtual Prepaid MasterCard registration.
   -The current available balance will be displayed in the upper left-hand pane of the Dashboard.
3. Via Text Message:
   -Send a text message with the word "BAL" to 7283.
   4.Via Card Website:
   -Visit the card website at https://login.wirecard.com/tmobile_rebates.
   -Enter the Virtual Prepaid MasterCard card number and security code.
   -Complete the Captcha and click Continue.
   -The balance will be displayed.

Would you like more information on any of these methods?

TRACK ORDER You can refer to this steps to track the order:

• Open the app.
• Scroll to and tap Track shipment to get the latest update on the location of the package. OR
• Open the app.
• Select More.
• Select Contact Us.
• Scroll to and select Check order status.

DATA PASS How to add an International Pass to your plan.
From the T-Mobile app:

1. Open the T-Mobile app and select Account
2. Tap Add-Ons next to the Primary Account Holder's line, scroll down, and select Manage Data & Add-Ons
3. Select the pass you want to add and tap Continue
4. Select Change Date to choose a start date for your pass. If you don't select a date, it will start immediately
5. Tap Agree & Submit.

CHANGE YOUR PLAN Log in to the T-Life / T-Mobile app. -Select the Manage Tab. -Select See Plans link on the right above the account balance section. -Select See Plan Details. -Select Explore Plans. -Follow in app prompts to continue through the plan change process. -Select Save.

ADD/REMOVE SERVICES Here are the steps to view the Protection 360 feature: 1.Log in to the T-Life / T-Mobile app. 2.Select the Manage Tab. 3.Select See Plans. 4.Select Manage Add-ons. 5.Select the desired line. 6.Select the feature to add/change/remove

Transfer PAH to other line To change the permission level on the T-Mobile app, follow these steps: -Log in to the T-Mobile/ T-Life app. -Tap "Manage." -Scroll down & Tap "Manage Authorized Users." -Tap "User Roles." -Select the line you are trying to update. -Select the Permissions level you want assign. -Make appropriate changes and tap "Save changes."

FOR PREPAID Use USSD Codes for Quick Information:
-Dial #225# (#BAL#) to check your account service cycle.
-Dial #999# to check your account balance.
-Dial #646# (#MIN#) to check minute usage.

Access Family Controls/Allowances:

From the T Life/T-Mobile App:
Select the Manage tab.
Select the gear icon in the top right corner.
Select Permission & controls.
Select Parental & family controls.

Alternatively:
Select the Manage tab.
Select any line on the account.
Scroll down and select All Account settings.
Select Family Controls.

https://c2.t-mobile.com/accounts/family-allowances-self-service