Learn more about current, recently resolved, and planned maintenance for Atlas. For additional issues not listed here, see Frontline System Issues.
System Issues: Atlas
Account
Add/Remove Features & Rate Plan Changes
Billing & MRC
Device Dashboard
System Impacted: Samson, Atlas
System Channel: Care, Retail
Description:
Issue: HSI Return Authorizations (RAs) and return labels were not generating for the correct IMEI for approximately 700K active HSI subscribers. The issue was identified and resolved in April 2026; however, the original start date of the issue is unknown.
Impact: Customers completing a return or exchange may have been incorrectly charged a Non-Return Fee (NRF) because returned devices could not be tracked properly. While the Shipping Label Tool may have been used to recover devices, it does not accurately close the original return or exchange transaction.
Workaround:
Customer Assistance Process:
- Research the originating return or exchange transaction.
- Determine whether an RA/Return Label was generated:
- Yes: Follow standard research processes and only if applicable, adjust the NRF.
- No:
a. Verify whether an HSI NRF was charged to the account.
b. Using the returned device IMEI, confirm whether T-Mobile received the device (Retail or warehouse).- If received and the NRF has not been adjusted, apply a credit.
- If not received, the NRF should remain valid.
Start Date: 3/9/2026
System Impacted: Atlas
Channel Impacted: Care
Description: New or replacement Gateway details are taking a longer than expected time to reach Atlas (should never be longer than 48 - 72 hours once the gateway is powered up).
This may result in the gateway details not displaying in Atlas, preventing other support. Example symptom: A different device on the account is the only thing presenting under Devices, not the gateway.
Workaround:
There is no workaround other than waiting for the device details to reflect accurately in Atlas which should resolve the current interference for other transactions.
A ticket has been created.
Only if the delay since activation is >48 hours, submit ticket and reference Parent Ticket: INC125058278
Description:
Technical teams have identified an issue in which a customer initiates a device return through Care, but subsequently returns the device in a retail store. In these cases, the original Delivery Order (DO) created by Care is not being cancelled as expected. As a result, the customer’s account may incorrectly incur a Non-Return Fee (NRF) after 45 days.
Workaround:
When a store receives a High Speed Internet (HSI) device return, the store must cancel the original Delivery Order (DO) created by Care. If the store is unable to cancel the DO, they should contact the Retail Service Line (RSL) for assistance.
Additionally, the store must ensure that the returned device is marked as not sellable and routed back to the appropriate return warehouse (DC45/DC90).
Additional Information:
A long-term solution is currently in development. No additional tickets are required at this time.
Ticket #: Coming soon
Impacted Systems: Atlas / High Speed Internet
Start Date: 6/1/2025
System Impacted: Atlas
Channel Impacted: Care
Description: The warranty exchange flow for the V2 Mesh Wi-Fi extender is not functioning properly. Fix is TBD.
Workaround:
Perform a Return of the original device.
Transact a new sale for replacement V2 Mesh Wi-Fi Extender.
Additional Information:
System Steps:
Review Order Support.
T-Mobile mesh Wi-Fi extender (V2)
Description: If a Gateway Device has not been registered within Atlas or has no data usage it will not show up in selection for a Warranty Exchange.
Impacted users: Atlas Users
ETR: TBD
Workaround: Impacted users: Atlas Users ETR: TBD Workaround: Add the device via the IMEI in the flow but keep in mind a $20 charge will be applied.
Feedback Portal
Toolbox
Description:PAH/BRP lines with a locked T-Mobile ID are unable to unlock their line and access T-Mobile App or Mytmobile.com and are unable to unlock their line via the T-Mobile Management Tool.
Impacted users: Atlas Users
ETR: Post NPI
Workaround: TBD
Description: The IMEI Block/Unblock Toolbox Tool may receive an error "There was a problem loading data. Launch again." when attempting to check status of a T-Mobile IMEI. The tool is looking at the complete IMEI when determining if is T-Mobile instead of looking at the TAC (First 8 digits of an IMEI) so an IMEI that may not be completely serialized but is T-Mobile may receive the error
Impacted Teams: Atlas Users
ETR: TBD
Workaround: None.
Manage Profile
Description: PAH roles are not displaying in Account Overview and Manage Profile after an update to the roles have been performed on accounts that do not have a completed T-Mobile ID account.
Impacted users: Atlas Users
ETR: TBD
Workaround: Advise the customer that they have a partial T-Mobile ID and provide direction on how they can complete their profile via My.T-Mobile.com/T-Mobile App. For additional information, please refer to the Set up T-Mobile ID: Self Service. Once the T-Mobile ID is completed, the PAH indicators will reflect correctly.
Magenta Complete
Memos
Expert Head Start & Next Best Action
Payments and Payment Arrangements
INC126291683
Channel: Care
System Impacted: Atlas
Description:
Approximately 100K BANs may not be receiving their full autopay discount in April. Amdocs is actively investigating the root cause, determining how to correct the issue and restore the discounts prior to customers’ cycle running. At this point, no need additional tickets for this scenario.
Additional Information:
After 4/21, impacted customers should either see a credit on their bill for the missing amount or have the discount(s) re-applied.
Workaround: N/A
Description: The Payment Component (section where user selects stored payment method or adds new card/bank account) does not load intermittently. This affects both the One-Time Payment and Payment Arrangement flows. The “Continue” button is unavailable when setting up a PA.
Impacted users: Atlas Users
ETR: TBD
Workaround: Make a note of the BAN. Log out of Atlas (click tile at the bottom left with your NTID to log out). Log back in and reopen the account manually. This should establish a new session and allow the payment component to load. The Digital Wallet (stored payment methods) will still not be accessible, but payment methods may be entered manually.
Description: After a BAN has been placed on the negative file if AutoPay is enabled users may not be able to remove them from AutoPay in Atlas
Impacted Teams: Atlas Users
ETR: TBD
Workaround: Attempt to remove AutoPay in Samson, if issue persists then follow steps to file a ticket found here.
Description: When card information from certain banks is entered in Atlas, the popup over the card entry field that shows “credit” or “debit” will mistakenly display credit although the card is actually debit.
Impacted users: Customers whose cards begin with 542496, 541685, and 446602
ETR: TBD
Workaround: The Atlas front-end will display credit when the card is being entered, but it will be evaluated correctly as debit on the back-end. When these cards are used for Autopay, after enrollment, the account will show “Enrolled with discount” on the Account Summary tab in Atlas, assuming all other Autopay eligibility criteria are met, and customers will receive the Autopay discount.
Personal Cloud
Screen Pop
Usage Summary
Troubleshooting
Start Date: 2/11/2026
System(s) Impacted: Atlas
Channel(s) Impacted: Care
Description: When Re-Opening or Escalating a ticket via the Actions Dropdown in the Atlas Ticket Dashboard will trigger a Backend Systems Error.
Workaround: Click into the Case ID for it to launch from the Dashboard and Re-Open/Escalate from there.
- System Steps: When in Atlas Ticket Dashboard, click onto the Case/Complaint ID for it to launch and Re-Open/Escalate from there.
Description: When checking the unlock status of a Non T-Mobile Branded Android Device in the BYOD Check Tool, it will display "Locked".
Impacted users: Atlas Users
ETR: TBD
Workaround: If the customer is unsure if the device is locked or not, please ensure the device is not locked with the customer before proceeding with a transaction.
Description: When looking at Check Coverage for an address, the value shown as LTE 850 is actually Narrow Band IoT low band. This discrepancy is causing confusion among users.
Impacted users: Atlas Users
ETR: TBD
Workaround: Disregard the LTE 850 section as this will be removed from Atlas in the future.
Description: Current Connected Tower on the coverage tab is sometimes showing the result "Not Available"
Impacted Teams: Atlas Users
ETR: TBD
Workaround: Check in VEA. (Note: Care Leaders have access to VEA).
Verification, One-Time PIN, and Tokens
Start Date: 2/5/2026
Ticket Number: INC123788531
System(s) Impacted: Atlas
Channel(s) Impacted: Care
Description: When continuing to the Questionnaire for Tickets in Atlas users get a long load or indefinite load experience in Atlas.
Workaround: Please clear cookies and cache and attempt again. If there are further issues, please file a ticket via the Atlas Non Outage Compass Form.
Description:When trying to send a one-time pin through the T-Mobile ID Management tool getting an error "There was a problem with sending the one-time PIN. Please try again. Support teams have identified the fix and getting resolved as soon as possible."
Impacted users: Atlas Users
ETR: TBD
Workaround: Direct the customer to download the T-Life app or access My.T-Mobile.com and walk the customer through setting up their T-Mobile ID at the login screen Or you can send through the messaging app the template for HSI-Home Internet T-Mobile ID. Rep can clear out the MSISDN that defaults and send to the email the customer requests. The link will guide customer to T-Mobile.com to walk through the T-Mobile ID Creation steps.
Description: Searches with verification tokens for canceled bans are returning "Your search returned no results"
Impacted users: Atlas Users
ETR: TBD
Workaround: Search for account using BAN or phone number and use verification token in the "Verification Method" field on the verification page.
Description: In some instances, Atlas will not display some fields from Samson that contain user names
ETR: TBD
Workaround: The error is isolated to certain account types. Users will have to rely on Samson to confirm the user name.
Other
System Impacted: Atlas
Channel Impacted: Care
Description: When you are going through Atlas to file a ticket, when clicking continue to the questionnaire, you may get stuck in a logout experience.
Workaround: File an Atlas Non-Outage Ticket in Compass for resolution. Atlas Non-Outage System Issues
System Impacted: Atlas
Channel Impacted: Care
Description: The Device lost or damaged in transit to T-Mobile Handset Research Escalation form is currently unavailable. The Atlas team is working to resolve this issue.
Workaround: Workaround: Until the form is fixed, Coaches should use Handset Order Research > Handset Research Escalations > Handset Research Escalation Form when Handset research escalations advise you to file a Device lost or damaged in transit to T-Mobile Handset Research Escalation form. Please indicate in the form description that the escalation is for a 'device lost or damaged in transit to T-Mobile'.
Start Date: 12/03/2025
System: Atlas
Channel: Care; Retail
Description: In the Memo labeled "Troubleshooting" which is the memo posted for Device Diagnostics Results in T-Life, the memo is formatted incorrect. "/n" is showing in the memo when there is a line break.
Workaround: Disregard the "/n" as that simply means there is supposed to be a line break in the memo.
Start Date: 2/6/2026
System(s) Impacted: Atlas; Samson
Channel(s) Impacted: Care; Retail
Description: There is a known issue causing delays in manual enrollment and unenrollment processing in the Frontline Promo Dashboard. As of 2/3, current processing times may take an additional 1–2 days to complete.
Workaround: Do not file a ticket. PromoOps is unable to manually push or expedite enrollments/unenrollment’s at this time, so tickets do not need to be submitted if the only issue is delayed processing. Frontline should allow up to 3 days for the request to complete. Only file a ticket if it exceeds the expected delay window or presents an additional issue.
Description: Users accessing the Troubleshooting section in Atlas may receive a “Backend systems currently are not working properly..” error. This can occur when they are navigating through the Device Dashboard in the Troubleshooting section as well.
Impacted users: Atlas Users
ETR: TBD
Workaround: Try clearing the cache, completely closing & reopening your browser. Please file an Atlas ticket with the Service Desk if issues persist.
Description: Unable to adjust 'Seconds To Wait' in Call Forwarding
Impacted Teams: Atlas Users
ETR: TBD
Workaround: Please use Short Codes to resolve this issue as found here: USSD codes and self-service codes
Start Date: 12/3
System: Expert Assist
Channel: Care; Retail
Description: The Fiber AAL page is not loading when customers verify in the IVR via T-Life push notification. The page is blank and does not allow the experts to complete an AAL order for Fiber.
Workaround: Close the account in EA and manually verify the customer with PIN and OTP.
Start Date: 1/30/2026
System Impacted: Atlas
Channel Impacted: Care
Description: Atlas has deployed new ticketing flows for DIGITS issues related to activation and signing in flows. They are labeled as "Self Activation" & "Self Settings" in the Service Category section of Atlas.
Workaround: None needed, proceed with filing the ticket BAU.
Start date: 2/2/2026
System Impacted: Atlas
Channel Impacted: Care
Description: When the Location is filtered in the Ticket Dashboard, tickets are not populating from 01/27 to present.
Workaround: Clear the filters in the Ticket Dashboard and all tickets submitted for the customer will appear.
Start Date: 11/20/2025
System Impacted: Atlas
Channel Impacted: Care
Description: Message "Screen pop not connected V1.25.7.22" displaying in TEA causing users to believe there is an issue with screen pops. This message is not actually impacting screen pops and should be ignored.
Workaround: Use the Atlas Screen pop icon as the indicator that screen pops are functional or not.
Fix Target: TBD
Start Date: 1/30/2026
System Impacted: Atlas
Channel Impacted: Care
Description: When submitting a ticket in Atlas when clicking "Continue" to go to the Questionnaire, you may receive an indefinite loading experience.
Workaround: Ensure you are not in incognito mode and clear cookies/cache and retry again.
Description: Authorized users are not showing up correctly in T-Life and digital tools. To ensure the authorized users are showing correctly in T-Life & digital tools, follow authorized user change flow to add or change authorized users. When adding or changing a authorized user ensure all updates are done on the T-Mobile ID tab in Atlas.
Impacted users: Atlas Users
ETR: TBD
Workaround:N/A
Description: Some Atlas users are not getting screen pops after launching Atlas for the first time that day or after restarting their computer
Impacted Teams: Atlas Users
ETR: TBD
Workaround: Perform an account search using all zeros (000-000-000) or access a follow-up to enable screen pops
Start Date: 12/15/2025
System(s) Impacted: Atlas; Samson
Channel Impacted: Care
Description: BANs with 7+ lines do not have the Autopay Discount scripted on immediately. This occurs systematically, usually overnight, but may occasionally take a couple days. Until the discounts get added, frontline systems will display the BAN as ineligible for the Autopay discount.
Workaround: N/A - System will script discounts on within a couple days
System Steps: Verify that the BAN has seven or more lines and that Autopay was enrolled within the past couple days on a debit card or bank account (per memos). Assuming all other eligibility criteria are met (e.g. eligible rate plan and payment method), the discounts will be scripted on automatically within a couple days. No action is needed.
Description: New Expert Head Start insights and Next Best Action actions are displaying when switching accounts in Atlas.
Impacted users: Atlas Users
ETR: TBD
Workaround: None Available
Description: Troubleshooting Deep Link not appearing for Troubleshooting NBA actions
Impacted users: Atlas Users
ETR: TBD
Workaround: Manually navigate to the Atlas Troubleshooting page
Description: Standard Device Protection (SDP) may be systematically removed from customer accounts due to a backend issue.Customers may be unaware that the SOC has dropped, which can create confusion when filing a claim. They may also receive multiple SMS messages regarding enrollment and cancellation of the feature. Assurant will honor any claims from impacted customers that may be reported with a Date of Loss during the SOC gap.
Impacted Users: Atlas
ETR: 12/9 for New SDP Enrollments. Coverage for impacted customers will be restored once the issue is resolved. ETA remains pending.
Description: After changing bill close date Atlas is displaying the old close date while Samson is showing the correct newer close date. This should reconcile after the next close date in Atlas.
Impacted users: Atlas Users
ETR: TBD
Workaround: When encountering an account with a recent close date change, ensure you are using Samson to verify the correct close date.
Start Date: 1/13/2026
System Impacted: Atlas
Channel Impacted: Care
Description: Atlas is in the process of migrating into Service Now for ticketing starting today, 01/13 through 01/22 of next week.
- During this time, when view an existing Account Error Form you may see a "Backend System Error". If you are not the submitter and need access to view status, please engage your manager as they will have access directly in Service Now or Compass.
- Tickets submitted for Customers in our Atlas Beta environment will be able to be viewed in the Ticket Dashboard but not escalated or re-opened. Please file a NEW ticket for the customer and reference the other ticket number in the ticket for those scenarios.
Description: This is not an issue, the Samson button has been disabled in Atlas since beginning of 2025.
Impacted Teams: Atlas Users
ETR: TBD
Workaround: Please verify the customer and copy/paste the token into the Search Bar in Samson.
Start Date: 11/6/2025
Ticket: INC121517513
System(s) Impacted: Atlas/Samson
Channel Impacted: Care
Description: Since 11/6/2025, some manual promo enrollments are getting stuck in the Frontline Promo Dashboard (FPD) and do not complete processing.
Workaround:
For each instance, file a Promo Ops Intake
with the account details so that teams can manually review each example. Teams are working on a solution.
Start Date: 1/14/2026
System Impacted: Atlas
Channel Impacted: Care
Description: When accessing or filing certain Forms in Atlas you will receive a Backend System Error.
Workaround: Please attempt to file a form under a different reason; if issue persists, please set a follow up for post-Friday after the fix is deployed.
Additional Information: The fix is set to deploy the evening on 01/15 and be live on 01/16.
Description: When clicking on the link out to C2 in the Emerging Issue section it is causing the user to land on the Magenta Pulse home page.
Impacted Teams: CARE
ETR: Q4
Workaround: Engage VEA and other networking tools to identify any known or emerging issues.
Description: In the T-Life app, customers are unable to generate the Screen Share codes needed for Care Teams to screen share with the customer.
Impacted Teams: Atlas Users
Workaround: Currently, there are no workarounds for Screen Share.
Description: When using Atlas, some users are intermittently getting multiple blank Popup windows randomly, which are not able to be closed and is causing freezing.
Impacted Teams: Atlas Users
ETR: Week of 5/19/25
Workaround: If Atlas is frozen go through task manager (Pressing Control+Alt+Delete then click on task manager) and right click on Atlas and end process, the clear cache and cookies and restart Atlas.
Description: Experts are intermittently encountering errors when attempting to use the Send App via SMS flow under Go Digital.
Impacted Teams: Atlas Users
ETR: TBD
Workaround: Retries will eventually work for the experts and allow the SMS to be sent to the customer. Messaging tool can also be used as an alternative workaround.
INC1000128011
Start Date: 3/19/2026
System Impacted: Atlas
Channel Impacted: Care
Description: A maintenance release (MR) was pushed to our Wi-Fi Mesh extenders over the past week.
Customers are noticing a change in LED behavior, most specifically the Yellow blinking status which now gives specifics about Mesh placement (too close or too far).
Verify the customer’s gateway and Mesh have latest MR, is powered on and connections are secure.
No replacement device is needed. If, after review and troubleshooting, you are unable to resolve the issue, please submit a trouble ticket and reference parent ticket INC1000128011.
Please review the corresponding Wi-Fi Mesh page in Pulse to see the changes to the LED Alerts.
Resources: Known Issues: Wi-Fi Mesh Extender; V2 Wi-Fi Mesh Extender
Workaround: Unless other defects are found, a device replacement is not needed
Ticket Number: INC121146487
System Impacted: Atlas
Description: When permissioned users bypass into an account and open the Toolbox and click on MY. T-Mobile Digital, the browser tab opens but gives the error "It seems our wires got crossed"
Workaround: None
System Steps: When permissioned users bypass into an account and open the Toolbox and click on MY. T-Mobile Digital, the browse When permissioned users bypass into an account and open the Toolbox and click on MY. T-Mobile Digital, the browser tab opens but gives the error "It seems our wires got crossed" tab opens but gives the error "It seems our wires got crossed"
Ticket Number: INC121322845
System Impacted: Atlas
Channel Impacted: Care
Description: When Expert attempts to send OTP to Fiber only BAN customer thru Atlas, only the MSISDN is provided as an option to complete the OTP. Experts need to pivot to Samson to send the OTP, as email is provided has an option within the experience.
Workaround: Experts can pivot to Samson to complete the OTP process and continue to support the customer.
Description: Any new Femto activations will be delayed
Any updates (address changes, reprovisioning, moves) will also be delayed
Existing active devices should not be impacted
Agents will see no errors, other than the entry fields not updating after saving the changes.
Impacted Users: Care, Retail, Digital
Workaround: No Current Workaround, Resolution is slated for 04/03.
ETR: Resolved on 4/03.
Description: Ability to order Mesh Wi-Fi extender as an accessory in Atlas is no longer working.
Impacted System: Atlas
Resolved Date: 2/23/26
Description: When an account is unenrolled/re-enrolled in Autopay after the new bill is already produced, Autopay will not pull until the following month.
Impacted users: Atlas Users
ETR: TBD
Workaround: Customers will need to make a one-time payment for the current bill. Autopay will draft as expected the following month. Use the “edit” Autopay flow whenever possible to change Autopay rather then unenrolling/re-enrolling, to avoid this situation. Customers will still receive their AP discount as long as the account does not go past due.
Start Date: 01/22/2026
System(s) Impacted: Atlas
Channel(s) Impacted: Care
Description: Gateway tool may present error message "Device Not Found". As a result, reboot, speed test and firmware upgrades are currently not functional. Technicians are aware and working to resolve the issue.
Workaround: There is no workaround at this time.
Resolved: 1/26/2023
Ticket Number: INC121105450
System Impacted: Atlas
Channel Impacted: Care
Description: Experts are intermittently unable to view the Payment arrangement history page as the text is jumbled up over each other. This prevents experts from viewing the PA history for customers.
Workaround: Clear cache and cookies or work with their leader to help review it for them.
System Steps: Verify an account. Click on Billing blade and select Payment Arrangement. Click on Payment Arrangement History link.
Start Date: 11/04/2025
Impacted Users: Atlas Users
Channel: Care
Description: Atlas timeouts were specifically affecting large "ban" accounts Accounts, potentially returning a blank white screen.
Workaround: Users were able to utilize Samson when performing large ban account lookups.
Fix Target: 11/21
Ticket Number: INC121521149
System Impacted: Atlas
Channel Impacted: Care
Description: Reps attempting to troubleshoot using Gateway Tool>speed test will be unsuccessful. This is due to a system update that is currently being reviewed
Workaround: In Atlas>Troubleshooting>Support: Speed Test option is still available and working as intended.
Start Date: October 15, 2025
Issue: Screen Share window launches but fails to connect to the customer’s session.
Description: The Screen Share window opens and displays a loading spinner indefinitely without connecting.
Impacted System: Atlas
Area Impacted: Additional / Other
Workaround:
- Close the Chrome browser completely.
- Clear cache and browsing data.
- Reopen Chrome and retry the Screen Share session.
Description:A small percentage of customers don't show immediate activation. Please wait the 2 hours as there will be automation processes to resolve the issue. Please have the customer attempt to activate after the 2 hours
Impacted Channel: Care
ETR: Closed 10/22
Workaround: Please don't perform additional SIM Swaps & MSISDN Changes and wait for 2 hours after the swap to self-resolve.
If the customer cannot wait, please file a ticket under Service Category "Internet Access" Service Complaint "Connection Fail - Everywhere"
Description: When there is not a device selected in the Device Selector Dropdown, when on the Device Tab in Troubleshooting you will see an error message stating "Backend Systems are currently not working"
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Click into the Device Selector dropdown and select a device from the list.
Description: When there is not a device selected in the Device Selector Dropdown, when on the Device Tab in Troubleshooting you will see an error message stating "Backend Systems are currently not working"
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Click into the Device Selector dropdown and select a device from the list.
Description: Atlas teams will be launching a T-Satellite Check Coverage layer in the "Check Coverage" tool which will allow a user to validate coverage.
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Utilize the T-Mobile.com Satellite check until it's deployed.
Description:Tickets may still display 'open' when in fact they have been closed by engineering. .
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround:If you suspect the ticket may be reflecting the incorrect status, before escalating, if you or your leadership have access to Pier, query the ticket number to view the update from Engineering until this can be resolved.
Description: Within certain Fix Flows it states in the Escalate to Support Team field to Not File a Ticket. The "File a Ticket" button is still able to be clicked which can cause confusion.
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Read the steps closely and follow correctly to avoid any confusion.
Description: Within Forms, the 'Submit' button remains grayed out, even when all fields are updated.
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Expand Customer Information tab and ensure the Market field is updated to enable the submit button.
Description: T-Mobile Stores will not be displayed when utilizing the Coverage Map in Atlas Troubleshooting.
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Navigate to T-Mobile.com and click on the Find a Store button in the top banner.
Description: When a user enters the token into the Customer Pin field to verify an account, it is currently failing.
Impacted Users: Atlas Users
ETR: Closed 10/22
Workaround: Experts just need to place the token in the main search field in Atlas to access an account, which will provide full access and avoid the error.
Within the Messaging Tool, the Template "Apple Launch Self-Help Basics" Template has an outdated URL in the last bullet point, send the updated URL https://www.t-mobile.com/support/tutorials/devices/smartphone/apple OR have the customer click "Apple" in the selection tree when they land.
ETR: Closed 10/22
Description: When attempting to launch "Initiate warranty exchange" from Toolbox, users are seeing a "Whitelabel Error Page" and are unable to complete the exchange when an ISP line is selected
Impacted Teams: Atlas Users
ETR: Closed 10/22
Workaround: Users should launch "Initiate warranty exchange" from Atlas Device Dashboard to complete all ISP line exchanges.
Description: The TMO ID Tool will lock after multiple bad password attempts; we are working to address this.
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: View the steps outlined in T-Mobile ID Management Tool, where it calls out how they can tell what type of lock this account has placed on it and provide direction on what the customer can do.
Description:Experts that try to launch Compare Rate Plan after navigating to other apps like IMEI look up or SIM tool, will encounter an error "There was a problem loading data; close the window and launch screen again" when loading the account information.
Impacted users: Atlas Users in Beta and Production
ETR: Closed 10/22
Workaround: Agents would need to navigate to the Account Overview or Billing Tab and then launch the Compare Rate plan from the toolbox.
Description: HSI Warranty Exchange Gateway Issues "Unable to validate account. Retry or create a ticket with Service Desk."
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Users can press CTRL + SHIFT + R in their browser to refresh their cache. After doing this, retry the transaction.
Description: Attempts to bypass One-Time-Pins (OTP) for SIM updates are failing for HSI Only accounts
Impacted Users: Care Managers
ETR: Closed 10/22
Workaround: Users can send an OTP to the email address the user has associated to their account. Additionally, they can make updates via the T-Life app and T-Mobile.com
Description: MRC summary may take up to 48 hours to show all discounts present on an account. If discounts are not present after 48 hours, report the issue in the Feedback Portal. Impacted discount include but may not be limited too:
Autopay
Insider discounts
Line on Us promos
Impacted Teams: Atlas Users
ETR: Closed 10/22
Workaround:Please use Samson, Promo Dashboard, and or bill PDF to review MRC and to confirm discount statuses. File a ticket in Feedback Portal if discount is not present 48 hours after reveiwing MRC Summary.
Description:Customers who have not set up a PAH will not receive redemption SMS if PAH is not set on the account. Additionally, some subscribers who are on a multi line account may not receive the SMS, even when a PAH is designated in Atlas.
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: For accounts that do not have a PAH established on the account, work with the BRP to set up a T-Mobile ID or assist them with setting PAH permissions on an active T-Mobile ID.
For multi line accounts that have a PAH displayed on their account, but are not receiving the redemption SMS,
Review when the subscription SOC was added to the account.
If it has been over 2 hours, the SOC can be removed from the account with the customer’s confirmation.
Remove and Re-add desired MSISDN as the PAH to BAN within Manage Profile.
Let the customer know that 2-3 hours after the SOC has been removed, they should be able to add the Apple TV+ or other subscription service to their account through the T-Life app or my.t-mobile.com.
Let the customer know that if they add it ahead of that time, they may see errors or an unintended experience.
The customer should then be able to self-service within either of those experiences after that 2-3 hour waiting period.
If this does not resolve the issue, please file a ticket via the fix flow.
Description: If a user is sending Self-Help or Billing templates, there may be a delay in when the customer receives them. The message does indeed end up being delivered to the customer but may be delayed.
Impacted users: Atlas Users
ETR: Closed 10/22
Workaround: Impacted users: Atlas Users ETR: TBD Workaround: No workaround. Around 12PM PST is when customers can expect delays of up to 1-2 hours. The system is working as designed but can run into Queue Capacity causing there to be a delay. Ensure customers that are impacted to look out for the messages as they may be delayed.
Description: User cannot perform a manual "re-verification" on First Responder accounts
Impacted Teams: Atlas Users
ETR: Closed 10/22
Workaround: Use Samson to update segments
Description: Users may have experienced an error when attempting to load the Usage Summary page in Atlas for a brief window.
Workaround: The issue has been resolved. If you are still experiencing this issue, refresh your browser to resolve.
ETR: Closed 10/16
Description: The "Why we suggested this" box in certain EHS/NBA treatments will show data up to 48 hours old versus 24 hours.
Impacted Users: Atlas Users
ETR: Closed 9/4
Description: New accounts with a UScellular port-in may experience a delay with the activation date not reflecting the original UScellular tenure in frontline systems such as Atlas.
Impacted users: Atlas Users
ETR: Closed 8/7
Workaround: If a customer inquires, thank them for their continued tenure and their tenure will be updated soon.
Description: Account experts performing a SIM update within Atlas and Tapestry are encountering the message "waiting for customer approval," even after 10 minutes.
Impacted users: Atlas and Tapestry Users
ETR: Closed 11/25
Workaround: Escalate to your team manager to have the SIM updated within Samson if the message "waiting for customer approval" is visible and the 10-minute window has already passed.
- Retail escalations require a valid ID scan verification and be visible within the account memos for the team manager to perform the SIM update in Samson.
- For Care escalations, a One Time Pin (OTP) must be verified prior to escalating to a team manager to perform the SIM update in Samson.
Start Date: 8/22/2025
Issue: Missing promotions in Frontline Promotion Dashboard
Description: Beginning 8/22, users with elevated permissions were unable to view all eligible promotions within the Frontline Promotion Dashboard in Atlas.
Workaround: A fix was deployed the night of 8/27. This issue is now resolved and users who previously experienced this issue should reattempt manual enrollment.
Impacted Users: Atlas Users
Description: Experts are encountering intermittent errors while servicing accounts within Atlas. Errors can be "You do not have permissions" or "There was a problem with connection" that prevents the users from accessing tools or pages like the IMEI block/unblock tool.
Impacted Teams: Atlas Users
Workaround: Clear Cache and cookies and relaunch Atlas.
Resolved: 8/28
Troubleshooting Tips
*Note* Atlas was designed to be used in the Chrome browser, functionality cannot be guaranteed when using other browsers.
Clearing cache and cookies in Atlas from your Google Chrome browser can help with some known issues. Follow the steps below for Atlas data only to avoid losing other site info you may need.
- Launch Google Chrome and click on Menu in the top right corner and click on Settings.
- Select Security and Privacy from menu on left side of screen.
- Click Site Settings under the Privacy & Security section.
- Click Cookies and site data
- Click See all cookies and site data.
- In the search bar on the top-right, type beta or launchpad to find beta.launchpad.t-mobile.com. IMPORTANT: Make sure you use the search within the cookies menu on the right-hand side and not the settings search at the top middle.
- Click the Trash icon to clear the cookies for Atlas only.
Submitting Feedback
Having an issue that you don't see listed? Have an idea to make Atlas even better? We love feedback! You can find out how to submit feedback or report an issue by visiting Give Feedback or Report an issue: Atlas!
Process Clarifications
User Permission Level requests: Can't log into Atlas or don't have access to the Feedback Portal in Atlas have your leadership submit a ticket via Compass > Self Service > Accounts and Access> Atlas UI New Access Request OR call the Service Desk 1-877-878-7326 for help.