System Issues: Magenta Welcome
Learn more about current, recently resolved, and planned maintenance for Magenta Welcome. For additional issues not listed here, see Frontline System Issues.
Issue Reporting
If an error message is shown within Magenta Welcome, and if the issue is not listed below or by searching the error using the Search function in Magenta Pulse, use the Quick Ticket functionality in Tapestry to file a ticket while on the error message screen.
Description:
If a customer is not checked-in prior to Pickup In-Store (BOPIS) or Shop T-Life In-Store (BOWIS) order pickup, Retail Teams may get the prompt to check the customer in prior to fulfillment. If teams then use DASH to fulfill the order, the options to remove the customer from queue will remain grayed out throughout the rest of the day.
If a customer is checked-in prior to order pickup and if the option to mark as complete or remove from queue are grayed out after order complete, file a Quick Ticket with the order number.
Next Steps:
Always check each customer into the Mangeta Welcome queue prior to going through the pickup stage for Pickup In-Store (BOPIS) and Shop T-Life In-Store (BOWIS) orders, then always fulfill through Magenta Welcome. This ensures that the appropriate options will be active once the order is completed or cancelled.
Description:
When fulfilling orders in Magenta Welcome for activations for SyncUp 2 Watch (SKU 610214681126), Magenta Welcome is also automatically adding a pSIM to the order.
Workaround:
Remove the pSIM from the order during fulfillment.
Description:
Retail Teams may intermittently see long wait times during fulfillment in Magenta Welcome for Activation, Add-a-Line and Upgrade orders. During the fulfillment phase, when finalizing the order after scanning out all items, teams may see long wait times and/or errors.
Workaround:
Teams should wait up to at least a minute for the Activation, Add-a-Line or Upgrade to complete. Retrying a Activation or Add-a-Line transaction before seeing an error or sucess message may cause additional errors. If the order eventually fails, then retry.
Description:
Some Retail Teams may have seen the message "Let's try something else" or may be missing the option to use their security key (ex: only "certificate or smart card" option visible) when attempting to open Magenta Welcome. This is due to the security key enforcement that started on 4/30/2025, and may be caused when users sign into UKG Pro first for the day by approving a phone notification prior to signing into Tapestry using the security key.
Workaround (updated 4/27/2026):
When Retail Teams see this message:
- REQUIRED: Ensure passkeys are setup on the Authenticator app on the phone.
- Clear Tapestry cache via the user profile icon at the top right corner in Tapestry > Clear Cache > Clear Now.
- Swipe Tapestry out of memory
- Important: When logging back into Tapestry or Magenta Welcome or DASH or Rebellion, if prompted to approve a sign in notification on the phone, choose "Sign in another way", then the security key option. Do NOT use the phone sign in method.
- If issue persists, Perform a Return to Service, then, set the REMO up using the security key and not the e-mail or the Authenticator app on the phone
- Once logged into the Setup app using the security key, the 12+ digit REMO passcode is setup, the device is registered through Self Service and logged into zscaler, wait several minutes before attempting to sign back into Tapestry using the security key.
- File a ticket under the "Lets try something else" error or no option for security key" Quick Ticket category.
To prevent this issue from reoccurring:
- Only one user should be signed into an individual REMO at any given time.
- Having multiple users listed in the sign-in screen may cause this issue to reoccur.
- At the end of shift, swipe all apps out of memory (other than zscaler but including Tapestry), then leave the REMOs plugged into the Health Charger to prevent similar issues.
- When launching Tapestry after signing into UKG Pro, always select "Sign in another way", then "Face, fingerprint, PIN or security key".
- IMPORTANT: Never use the "approve a request on my Microsoft Authenticator app" or the "Push notification" option or enter in the T-Mobile e-mail address. Always use the security key when signing into Tapestry and other apps on the REMO.
Impacted Systems
- Magenta Welcome
- DASH
- Rebellion
- Tapestry and other apps within Tapestry
Ticket: PRB10010362
Description:
Retail Teams may see the MW-438 error on some customer accounts in the Add to Queue and Edit Queue pages.
Workaround:
This error occurs when the address cannot be validated or is an excluded address for HSI. This does not block any transactions in Magenta Welcome.
Impacted Systems:
- Magenta Welcome
Description:
Some stores may have only seen the past 30 days' worth of consumer lead history in the Lead Management page.
Note:
This issue was resolved for new conumer leads going forward as of 6/11/2026. Consumer leads submitted prior than that date may only still be retained for 30 days. All new leads submitted from 6/11/2026 onwards will be visible for up to 180 days.
Description:
Retail teams may not have seen indicators for T-Life Ready, T-Mobile VISA, and/or HSI/Fiber when customers check in with T-Life check-in
Note:
This issue was resolved as of 5/18/2026. If issues continue, file a Quick Ticket with details.
The issue causing a T-Mobile Visa eligibility mismatch between Magenta Welcome and Tapestry has been resolved. Specifically, the customer appeared T-Mobile Visa-eligible in Magenta Welcome, but Tapestry did not launch the T-Mobile Visa flow.
Description:
For some orders or customers in the history tab, the times shown may have been incorrect.
Ticket: INC123826746
Issue Began: 11/6/2025
Issue Resolved: 4/2/2026
Description:
Retail Teams may have intermittently seen a blank error message or the error "Unable to determine 5-year guarantee status" when viewing a customer's profile on the Customer Dashboard within Magenta Welcome.
Note:
This did not impact any transactions. Close out of the error message and proceed with the transaction.
Issue Began: 2/20/2026
Issue Resolved: 4/2/2026
Description:
Retail Teams may have intermittently seen an error with either "MW-405 - Unable to retrieve store queue" or "MW-416 - Unable to retrieve customer data" when adding customers to queue and processing orders.
Note:
If issue persists and if retries do not work, clear Tapestry cache, swipe Tapestry out of memory, ensure zscaler is connected, then reattempt. It may take several reattempts for the search and transaction to process. If issues persist, file a Quick Ticket with the error shown on the screen.
Ticket: INC123925331
Issue Began: 2/2/2026
Issue Resolved: 3/18/2026
Description:
Retail Teams may have intermittently seen the error "Search and verification failed. Please check the information and try again" when attempting to complete expert review. This issue has been resolved. If issue persists, once the customer is added to queue and verified, affected users can search for the customer directly in Tapestry and use "Retrieve Prior Verification" to load the account. The T-Mobile Visa indicator, if eligible, will show under the "i" icon next to the customer's name at the top. File Quick Tickets under the Magenta Welcome category if teams are consistently seeing this error starting 2/27/2026.
Note:
Teams are actively investigating this issue.
Ticket: PRB10010800
Issue Began: 2/4/2026
Issue Resolved: 2/27/2026
Description:
When attempting to screen share after verifying the customer by an Assisted Channel user, Retail Teams are being looped back to the verfiication screen when starting screen share.
Workaround:
Screen Share is only availble with TMO ID verification. Verify the customer by selecting a user role under the T-Mobile ID user roles to start screen share.
Ticket: INC122492988
Issue Resolved: 2/27/2026
Description:
Retail Teams were not seeing the T-Mobile Visa indicator for eligible customers with the Special Individual (S) account types, including Employee (Y) and other account sub types.
Note:
The issue was resolved on 2/202/2026. If issue persists, after adding the customer to queue and verifying the customer, visit the Tapestry Account Summary page and tap the "i" indicator on the Customer name for eligible customers.
Ticket: INC124070381
Issue Began: 2/5/2026
Issue Resolved: 2/20/2026
Description:
Retail Teams may have intermittently seen the "Invalid IMEI" error while scanning IMEIs, SIMs, and EIDs during digital order fulfillment in Magenta Welcome. After retrying with a different device, the inventory may have shown the incorrect device sold to the customer, which then led to an inventory variance.
Workaround / Next Steps:
The underlying cause of the "Invalid IMEI" error has been mitigated as of 2/5/2026. If issue persists and the error shows for a valid IMEI that is in store inventory and in sellable status:
- Go back to the queue
- Tap the order number again to fulfill
- Ensure the IMEI that loads matches the IMEI on the device that the customer is receiving
- Submit the order.
- If "Invalid IMEI" still occurs, go back to the queue, try with another device and ensure the IMEI that loads matches the IMEI on the device that the customer is receiving, then submit the order.
Ticket: INC122792193
Issue Began: 12/24/2025
Issue Resolved: 2/5/2026
Description:
Retail Teams making updates to existing consumer leads were not seeing the updates made for those leads in Lead Management within Magenta Welcome. The Expert that submitted the initial consumer lead could see the original lead, but were not seeing any updates made to that lead. The issue has since been resolved. If issue persists, swipe Tapestry out of memory then reattempt.
Ticket: INC122784460
Issue Began: 12/23/2025
Issue Resolved: 2/3/2026
Description:
Retail Teams were unable to fulfill $0 Cash in T-Life orders in Magenta Welcome. Users saw the error "Amount can't be less than order total" even if the order is $0. The issue has been resolved and Magenta Welcome can fulfill $0 Cash in T-Life orders.
Issue Started: 12/11/2025
Issue Resolved: 12/17/2025
Ticket: INC122497486
Description:
Error "There is an issue opening the cash drawer" was received when taking cash while completing a Shop T-Life In Store order. The issue was resolved as of 12/17/2025. If issue persists,use Order Lookup in Magenta Welcome to confirm if order is in completed status.
- If the order shows completed, use the No Sale function in the Store Ops app to open the cash drawer. Put money in the drawer and provide customer with accurate change.
- If the order is in Ready for Pick up status, cancel order and ensure customer money is returned. Then reprocess the transaction and payment.
Issue Began: 12/11/2025
Issue Resolved: 12/17/2025
Description:
Retail Teams are not being properly redirected back to the Magenta Welcome queue after tapping "Assist Now" in the "Add to queue" screen for base (existing) customers. When teams try to "Assist Now", they get the "This customer is already in queue" message.
Workaround:
The customer still gets added in the background after tapping "Assist Now" the first time. After tapping "Assist Now", cancel out of the "Add to queue" page, look for the customer under "My Customers", then tap "Assist" to go through the ID verification process.
Resolved: 12/3/2025
Ticket: INC120622941
Description:
Retail Teams were intermittently being redirected back to ID Scan verification after completing ID verification and going to fulfill a Pickup In-Store (BOPIS) and T-Life In-Store (BOWIS) order in Magenta Welcome. This was causing a loop of verifying the customer, going to fulfill in Magenta Welcome, then being redirected back to ID verification. If issue persists, follow the workaround steps below.
Workaround:
- Swipe Tapestry out of memory
- Relaunch Tapestry, then reattempt to fulfill via Magenta Welcome.
- If issue persists, search for the customer or order in DASH and utilize DASH and core systems to fulfill the order
Issue Began: 11/13/2025
Issue Resolved: 11/25/2025
Ticket: INC120622941
Description
Prepaid customers were unable to be searched through existing customer search in Magenta Welcome. This has been resolved as of 11/13/2025.
Impacted Systems
- Magenta Welcome
Issue Resolved: 11/13/2025
Description: Retail Teams may have seen the MW-438 error on some customer accounts in the Add to Queue and Edit Queue pages.
Impacted Systems: Magenta Welcome
Workaround: This error occurs when the address cannot be validated or is an excluded address for HSI. This does not block any transactions in Magenta Welcome.
Issue Began: 8/11/2025
Issue Resolved: 8/14/2025
Description
The "Mark as complete" button was intermittently showing as grayed out for customers and orders in Magenta Welcome or a completed customer or order shows back in queue.
Notes
This issue is resolved as of 7/9/2025. If issue persists, the queue will be cleared overnight.
Impacted Systems
- Magenta Welcome
Ticket: PRB10003571
Description
The "Open Account" button for the customer in the queue was intermittently grayed out after tapping "Assist" and perfoming ID scan.
Notes
This issue is resolved as of 7/9/2025.
Impacted Systems
- Magenta Welcome
Ticket: PRB10003602