System Issues: DASH
Learn more about current, recently resolved, and planned maintenance for DASH. For additional issues not listed here, see Frontline System Issues.
DASH Troubleshooting
If you are experiencing symptoms of an issue that is listed not listed here:
- Refer to Alerts and errors: DASH for assistance with system errors, alerts and next steps.
- If addressing compensation issues, contact your Site Leadership. Coaches and Business Support: Follow Desktop Tools support for escalation steps.
- If there are issues during the DASH checkout process:
- Retail: Clear Tapestry cache, swipe away all apps, clear Safari cache, ensure zscaler is connected, check for Tapestry updates in Self Service, then reattempt in DASH.
- Care: Clear browser cache (time range: all time), close all browser tabs, then reattempt in DASH.
Impacted Channel: Care, Retail
Description:
When attempting to access the link for NBIoT Coverage Map, Experts are receiving an error.
Workaround:
There is currently no workaround.
Ticket: INC125986218
Impacted Channel: Care (Consumer Direct, Business Direct, Customer Service Care)
Description:
Experts may be encountering an intermittent error when attempting to submit an order for a Home Internet activation. The error message received reads as"
"There was an issue attempting to create a new customer account. Please click on Submit again to continue with order and account creation. ErrorCode 220".
Workaround:
Clear cache and cookies. Relaunch DASH and rekey the order.
Impacted Channel: Care, Retail
Description:
Experts attempting to activate an Employee account in DASH are receiving an error.
Error message: "There was an issue processing the credit check. Please try again. If issue persists, please submit a ticket or contact the Service Desk. Alert 614"
Workaround:
Activate a regular account for the employee and then follow the process for requesting a BAN-to-BAN move
Impacted Channel: Care, Retail, Digital
Description
When a customer has linked BANs (Billing Account Numbers), DASH is incorrectly summing the total number of lines acros all linked accounts instead of evaluating each BAN independently.
As a result, if one account (BAN) has a plan that allows additional lines, DASH blocks the activation because it sees the combined total from all BANs as exceeding the plan’s limit.
Example:
Customer is eligible for 20 total lines.
BAN 1: 9 lines
BAN 2: 5 lines (on a plan that allows up to 6)
Note: DASH reads a total of 14 lines for the plan and incorrectly flags it as “plan limit reached,” even though only 5 lines are actually on that plan.
Channel Impacted: Care
Description
Device inventory in DASH is showing "In Stock" until the order is proceessed. When attempting to complete, the order is blocked due to an "Out of Stock" or "Backorder" condition.
Workaround
Clear cache and cookies. Relaunch DASH in Incognito and reprocess.
Channel Impacted: Care
Description
Bring Your Own Device (BYOS) eSIM and Physical SIM device orders cannot pick a device.
Workaround
- The BYOS eSIM activation must be completed as a separate transaction first as those devices will activate right away , allowing you to complete a separate order(s) for other products that have to ship to the customer
- Be sure to activate the BYOS eSIM as you will need to send the customer a One Time Pin (OTP) for the second or subsequent order
Channel Impacted: Virtual Retail
Description
SyncUP devices require an active voice line for activation. In Virtual Retail, new accounts remain in tentative status until devices are shipped, so SyncUP devices cannot be provisioned upfront. DASH is functioning as designed.
Workaround
- if possible, activate an eSIM and then go back into the account and add the SyncUp product
- If the above action is not possible, schedule a follow up after the first order ships to add these products
Additional Information
- Do not file a ticket for these issues as DASH is working as intended.
Channel Impacted: Care
Description
When submitting an order on the Payment and Disclosure screen, users are intermittently experiencing an error stating "Start New Order". This is typically caused by an eSIM issue (device is locked) or another eSIM related issue.
Workaround
- As a preventative measure, be clear and thorough about the eSIM Activation requirements, i.e. the phone must be unlocked and have a valid IMEI for eSIM
- If unable to confirm, proceed with using a physical SIM instead
Channel Impacted: Retail, Care
Description
The default shipping option in DASH is 2 days by design. If the shipping option is changed to "Ground", this changes the default to 3 day air on the backend, extending the delivery time to the customer.
Workaround
- Use the default shipping option in DASH. Do not change it unless the customer requests in which case, set clear expectations on the delivery time.
Channel Impacted: Retail
Description
When attempting a device validation using (scanning) the physical SIM, users may be intermittently seeing a "400 Bad Request" error.
Workaround
- Clear the Cart
- Retry device validation by manually entering the pSIM.
Channel Impacted: Retail, Care
Description
Expected Experience:
- New Activations (Mainland Only): If an invalid address is entered during credit check, an “Invalid Address” error message will appear. Users will not be able to “Continue” and the transaction will fail.
- Add-a-Lines (Mainland Only): If the customer’s billing address is invalid, an “Invalid Address” error message will appear in DASH after account lookup. The address must first be corrected in Tapestry, Atlas or Samson. The user can then return to DASH and rekey the order.
- E911 Address Updates (Mainland Only): If an invalid address is entered, an error message will display, “Invalid Address” Address entered does not match our records.” If a valid address is not provided, DASH will default to the billing address.
- Ship To – New Activations (Mainland, PR, USVI): If an invalid address is entered during the credit check, an “Invalid Address” error message will appear. Users will not be able to “Continue” and the transaction will fail.
Workarounds:
- For New Activations: Obtain a valid customer address or the process cannot continue.
- For Add-a-Lines: Update the address in Tapestry, Atlas or Samson, then return to DASH to rekey the order.
Additional Information
- DASH is functioning as intended. Do not file a Service Desk ticket.
Channel Impacted: Retail
Description
When attempting to process an order that includes a Device and an Accessory that are assigned to different lines on the account, Experts may not be able to mark the order as Ready for Pick-Up.
Workaround
- Cancel the order
- Place a new order for the device and accessory using the same line
Impacted Channel: Retail. Care
Description
Some CCR Returns are failing when orders include a mix of Home Internet (HINT) and voice lines. In these cases, both services are activated in the same order., but the system is incorrectly identifying the voice line as a Home Internet line. As a result, the voice line is assigned the same unlimited lifetime warranty as the gateway, which triggers errors when users attempt to process a return.
Workaround:
- The return must be processed separately. Not in the same transaction.
Ticket: PRB10003718 / INC114335791
Channel Impacted: Retail
Description
Users may see an error "Invalid value for the field storeCode". when attempting to validate the device. This can occur when the DASH session has been previously idle for 90 minutes or more.
Workaround:
- Log out of DASH, relaunch and retry the order. This will cause the application to refresh.
Channel Impacted: Retail, Care
Description
To maintain access to the DASH Application
Action Required
- Remember to log in DASH at least once every 90 days to ensure uninterrupted access and avoid unnecessary delays in your work.
- Keep your tools at your fingertips—stay active on DASH!
What happens if you don’t?
Beginning 1/21/25, unused accounts will automatically be deactivated after 90 days of inactivity. Re-activating your account will require a re-request process that may take 3-5 business days to complete.
Channel Impacted: Retail
Description
DASH is intermittently not allowing Order Lookup by BAN for New Activation Orders. When looking up an existing customer whose new activation was completed in DASH, the new activation order will not display in associated orders.
Workaround
- Search order by MSISDN
- Search order by Order Number
- W1 Blocks
Impacted Channel: Retail
System(s) Impacted: DASH; REMO
Description:
Users may have encountered a verification loop when using a Consular ID Card to verify a customer during DASH activations.
Workaround
Users were instructed to ask the customer for another form of ID
Channel Impacted: Care
Description
When attempting to provision/activate an Add-a-Line on a single line account, the plan page was intermittently showing no plans available.
Workaround
Users were instructed to select the device first in this situation, then the system should allow the plan to be selected. This is opposite of the regular process flow.
Channel Impacted: Retail, Care
Description
When attempting a Smartphone Equality Eligibility check in DASH, users were intermittently seeing an error, "Eligibility Service is not available. Please try again later".
Workaround
- Advise the customer to create an online profile at www.T-Mobile.com/prepaid
- Once the customer completed this action, user was instructed to return to DASH and reattempt the eligibility check
Additional Information
If the user continued to experience the error even after the customer had successfullly created their online profile, users were instructed to:
- Retail - Submit a Quick Ticket using the "System Issue" form under DASH
- Care - Contact Service Desk to report the issue
Ticket: INC115838520
Resolve Date: 7/7/2025
Channel Impacted: Retail
Description
When attempting to process a Shop T-Life In-Store order, the "Verify" button in DASH was intermittently grayed out or missing.
Workaround
- Users were advised to look up and verify the account in Tapestry.
- Once in the account, select Add-a-Line to be routed to DASH.
- From the Orders tab, resume the Shop T-Life In-Store order as expected and proceed.
Channel Impacted: Retail
Description
Users were seeing an intermittent error when accessing some rate plans (i.e., TESSL and GO5G555S as well as some other plans).
Workaround:
- If a user encountered an error, they were instructed to clear cache and reattempt the transaction.
Ticket: INC115357068
Close Date: 10/15/2025
Channel Impacted: Retail
Description
On some Shop T-Life In-Store orders, the checkout button was intermittently frozen or unresponsive.
Workaround:
- Users were instructed to wait 10 minutes, attempt to resume the order and process as normal.
Ticket: INC114791899
Resolve Date: 4/2/2025
Channel Impacted: Retail, Care
Description
DASH access through OKTA was decommissioned on 3/13. Users were unable to access DASH using the saved URL.
Workaround:
To access DASH via the desktop, users were instructed to use the new link https://dash.t-mobile.com/ via Chrome.
Channel Impacted: Retail
Description
Users were receiving an "ErrorCode 701" error when validating deferred trade-in device IMEI after a Shop T-Life in Store order.
Workaround:
Customers were advised to send their trade-in device with a ship kit
- The customer would receive a return shipping kit to send their trade-in device to T-Mobile
- User were directed to provide the customer the T-Mobile.com support page link for steps to return trade-in device - https://www.t-mobile.com/support/account/return-old-device
- If the trade-in device was eligible for promo, customer would be enrolled when received by T-Mobile
Additional Information:
- Users were directed to file Quick Tickets for DASH if the specific error code was seen when validating the trade-in device after a Shop T-Life in Store order and include the original order number and the trade-in device IMEI.
Ticket: INC114016636
Resolve Date: 3/11/2025
Channel Impacted: Retail
Description
Mobile Experts were seeing intermittent failures for Home Internet Activations. When attempting to complete a Home Internet activation from the REMO tablet for a Ship To order, the "Check Out" button was enabled but when selected, it did not appear to work resulting in the user being unable to proceed or complete the transaction.
Workaround
- Users were instructed to log out of DASH and reattempt the transaction to clear the memory and allow the user to proceed.
Ticket: INC110819605
Resolve Date: 10-2-2024
Impacted Channel: Costco Retail
System Impacted: DASH
Description:
Some Gateways SKUs were showing Out of Stock in DASH for Costco locations.
Impacted SKUs:
- 610214686930 5G Gateway G5AR-1
- 610214686961 5G Gateway G5AR-2
Workaround:
There was no workaround at the time of the issue.
Details
- Resolve Date/Time: 11/19/2025 4:58 PM P
Channel Impacted: Retail
Description:
Some Frontline Experts may have been unable to sell certain Home Internet plans due to device availability issues. The issue is now resolved.
Details
- Resolved Date/Time: 10/30/2025 02:45 PM PT
Additional Information
- If anyone is still encountering issues, please clear cache, and cookies and if there is still a problem, please file a ticket in Quick Ticket or contact Service Desk for T-Mobile.
- For information on all system issues, reference the Frontline System Issues page in Magenta Pulse for T-Mobile and Metro issues.
Channel Impacted: Puerto Rico Care
Description
Puerto Rico Care Frontline Teams were seeing the Home Internet Generation 4 Gateway devices as "Out of Stock" in DASH.
Workaround
- During the issue, there was no workaround
- Users were asked to set a follow up with the Customer
Generation 4 SKUs
- 610214678294 - TMO-G4AR 5G GATEWAY WHT KIT
- 610214679109 > TMO-G4SE 5G GATEWAY WHT KIT
Ticket: INC119743071 and INC119725586
Issue Start: 09/23/2025
Issue Resolved: 09/23/2025
Channel Impacted: Virtual Retail, Care
Description
When creating orders, items were showing as "in stock," but at checkout, users may hit an "out of stock" error that blocks submission. This happened when there was an iPhone 17 series, accessories and or other devices in the cart.
Note
This issue has been resolved as of 9/16/2025. If issue persists, follow the workaround below.
Workaround
- Retail:
- Process a standalone iPhone 17 device order for Activation, Add-a-Line (AAL) or Upgrade first
- Process the order for the other items (accessories) as a separate order through Upgrade Dashboard
- Care, Virtual Retail, Store-in-Store (SIS):
- Upgrades for Existing Customers:
- Process a standalone iPhone 17 device order for Upgrade first
- Process the order for the other items (accessories) as a separate order through Upgrade Dashboard
- Prospect Customers or Activations / Add-a-Lines (AAL) for Existing Customers:
- Process a standalone iPhone 17 device order for Activation first
- Set a follow-up or advise the customers that accessory orders will be able to be placed once they receive their shipped phones and their line(s) are activated.
- Upgrades for Existing Customers:
Impacted Applications: DASH and Upgrade Dashboard (QVXP)
Issue Began: 9/12/2025
Issue Resolved: 9/16/2025
Ticket: RM-8643
Channel Impacted: Retail
Description
When performing an AAL for a customer that was on a legacy pooled plan, the rate plan was not auto-populating in the DASH cart. Users were only able to proceed with the AAL if the plan was changed to a non-legacy plan first which then allowed the AAL to be performed.
Workaround
- Users were advised to search the Account in DASH and proceed
- If the above action failed, the user was instructed to call the Retail Support Line (RSL) to activate a line and then perform an upgrade.
Channel Impacted: Retail
Description
After completing a credit check during a new activation, Home Internet (HI) eligibility is checked but the HI rate plans were failing to display in DASH.
Workaround:
To ensure HI plans were visible:
- Users were advised before running the credit check, to perform the Home Internet eligibility check and view available rate plans. Then proceed with the credit check
- Once the credit check was processed, users had to add the Home Internet package (Device) to the Minicar, then run the Home Internet eligibility check, view plans and proceed with the order
Channel Impacted: Retail
DASH orders were intermittently not auto-activating as expected and could not be corrected by the offline activations team due to system limitations.
Ticket: PRB10003722
More Information:
- Users were asked to confirm in Memos the reason for the activation failure
- If they were able to correct the issue (i.e. incorrect plan, incorrect SIM number in order, etc...), they were instructed to assist the customer in completing the activation
- There was a 1% fall out due to this issue
Issue Resolved: 8/13/2025
Channel Impacted: Retail
Description
When performing an Add-a-Line with a Trade-In, upon device validation in the cart, users were intermittently encountering an error message: "Oops! Something went wrong." (Error Code: 101)
Workaround:
- Users were instructed to select the validate device button three times and proceed with the order
Issue Resolved: 8/13/2025
Channel Impacted: Retail
Description
DASH cart was appearing empty for Pickup In-Store standalone accessory orders.
Workaround
- Users were instructed to cancel the standalone accessory pickup in-store order, then contact the customer to notify them the transaction could be reprocessed using in-store systems.
Issue Resolved: 3/5/2025
Ticket: INC113841110
Channel Impacted: Virtual Retail, Care
Description
The Promotional code for Free Next Day Shipping ($0 Next Day Shipping) may not have been visible in DASH for Frontline Experts to select.
Workaround: Manager Override was required to provide this discount for a customer.
- Note: If a customer placed an order and was given this promotional code on or after Friday 12/20, the order did not ship and had to be resubmitted.
Issue Resolved: Promotion has ended.
Ticket: INC112886567
Channel Impacted: Retail
Description
During the Pick and Pack process of a Pickup In-Store order, there were some SKUs that were not displaying the full SKU Description, making it more difficult to identify which color or memory variant of a device to collect to assign to the order.
Workaround: Prior to clicking "Resume" in DASH to assign an IMEI to a Pickup In-Store order, the user could expand the "Product" blade in DASH to see the specific SKU associated to the order. Use this SKU to locate the proper product from inventory, then proceed to click "Resume" and complete scanning the necessary barcodes to complete Pick and Pack task.
Issue Resolved: 12/4/2024
Ticket: INC111736300
Channel Impacted: Retail
Description
Customers performing ship-to transactions via Retail or Care or Web/App were not receiving e-signature e-mails for transactions containing EIPs.
Issue Resolved: 12/4/2024
Ticket: INC112514514
Channel Impacted: Retail, Care
Description
DASH: T-Mobile Internet Eligibility Check - When attempting an eligibility check for Home Internet Service, Frontline teams may experience a recurring system error, "A system error has occurred. Please re-attempt eligibility check. If problem persists, submit a ticket or contact the Service Desk." Error 4xx/5xx.
Workaround: Based on system validations, in most cases the customer was not eligible. Users were advisred to not reattempt these checks multiple times as that would not have changed the result.
Issue Resolved: 10/24/2024
Ticket: INC111491276
Channel Impacted: Retail
Description
BOPIS Order Fulfillment: When attempting to complete a BOPIS order starting in Customer Welcome, users may receive a "Step Up Not Allowed" error in DASH. This results in the user not being able to proceed or complete the transaction
More Information:
- Use the following workaround:
- Open Customer Welcorme. Obtain the order number or customer details but do not use the order link in Customer Welcome.
- Launch Tapestry
- Click on the DASH Postpaid icon and search for the order. Note: BOPIS orders cannot be access via the Tapestry order lookup
- Once the order has been accessed in DASH, complete transaction as normal
- Open Customer Welcorme. Obtain the order number or customer details but do not use the order link in Customer Welcome.
Issue Resolved: 8/18/2024
Ticket: INC110116295
Channel Impacted: Retail, Care
Description
DASH is intermittently showing Out of Stock for multiple SKUs when attempting a multi-line activation order with other device types
More Information:
- Users were instructed to retry the order creation
- Users were also advised try completing the order for each device separately
Issue Resolved: 8/22/2024
Ticket: INC109897948
Channel Impacted: Retail, Care
Description
"Apple 20W USB-C Power Adapter" (SKU 194252156940) was missing in Upgrade Dashboard when upgrading with iPhone 15 Pro and iPhone 15 Pro Max
More Information:
Frontline Teams were unable to see or add the Apple 20W USB-C Power Adapter (SKU 194252156940) to the cart during an upgrade transaction with an iPhone 15 Pro and iPhone 15 Pro Max in the cart.
Issue Began: 7/26/2024
Issue Resolved: 8/1/2024
Ticket: PRB10000837 / INC109977344
Channel Impacted: Retail, Care
Description
Unable to process transactions for the T-Mobile Home Internet (HI) Plus plan due to the T-Mobile WiFi Mesh Access Point being out of stock.
Issue Resolved: 7/9/2024
Ticket: INC109720744
Channel Impacted: Retail
Description
DASH was intermittently returning failures when attempting to Add-a-Line with a Device Trade-in.
Workaround: Users were instructed to log out of DASH and back in. Resume the order and proceed.
Issue Resolved: 6/3/2024
Ticket: INC76475089
Channel Impacting: Retail, Care
Description
The "Check Out" button was showing unavailable or was not working for some new Activation orders.
Workaround: Users were instructed to log out of DASH and log back in. Resume the order and proceed.
Issue Resolved: 5/14/2024
Ticket: INC77161806
Channel Impacted: Retail, Care, Virtual Retail
Description
The Service Agreement generated after some Activation or Rate Plan Change transactions was not including the Add-a-Line MRCs as well as some promotional or discounts such as AutoPay or Free lines.
More Information:
- Users were instructed to review actual expected charges with customers to set the appropriate expectation.
Issue Resolved: 2/7/2024
Ticket: INC74744583
Channel Impacted: Retail, Care, Virtual Retail
Description
Frontline teams were intermittently receiving an incorrect messaging stating that the Customer was not eligible for unlimited Home Internet plans.
More Information:
- Issue was ocurring intermittently.
- If the customer was eligible, the Home Internet plans should have been visibile in the MI Rate plans section in DASH.
Issue Resolve: 1/30/2024