System Issues: mPOS
Learn more about current, recently resolved, and planned maintenance for mPOS. For additional issues not listed here, see Frontline System Issues.
mPOS Issue Reporting
If an error message is shown during a transaction in mPOS, 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.
INC126070178
Start Date: 4/09/2026
System Impacted: mPOS
Channel Impacted: Retail
Description: During in-store HSI returns, the system may charge a restocking fee when it should not be.
Workaround: Please waive the restocking fee for HSI devices at point of return if a restocking fee displays.
Waive Restocking Fee Reason – Customer Retention / Loyalty
Description
When performing a JUMP or Yearly Upgrade transaction, Retail Teams may encounter" "Cannot process transaction due to Item not Found ."
Workaround
Affected users can call Care to perform the JUMP or Yearly Upgrade transaction.
Impacted Systems
- mPOS
Description
Retail teams may receive the error "Unable to get PaymentId from ProcessRefund endpoints Transaction has been cancellled" when attempting to process a myTMO.com Ship-To return.
Workaround
Retail teams can call Care to process Web Ship-to Return transactions .
Impacted Systems
mPOS
Description
Retail teams may receive the error while redirect to docusign “Unexpected Service Exception Occurred' when attempting to purchase a device via EIP and the customer has a blank or incorrect Billing and or Shipping zip code.
Workaround
Retail teams can call Care to update the postal code before retrying.
Impacted Systems
- mPOS
Description
Retail Teams may get the error "System Error: Transaction has been cancelled" when atetmpting to perform returns for orders placed through T-Mobile.com and used a MasterCard or an American Express (Amex) as the payment method.
Notes / Workaround
Retail Teams can call Care to process the return. Teams are working on a solution, so do not file a ticket.
Impacted Systems
- mPOS
Issue Began: 8/27/2025
Description
Retail Teams may receive an error "Cannot process transaction due to handoff Failure" when processing device returns through DASH then mPOS for orders that originally used a debit card as the payment method.
Workaround
When processing device returns through DASH then mPOS for orders that used a debit card, perform the return as a no-receipt return in standalone mPOS.
Notes
Teams are working on a solution, so do not file a ticket for this issue.
Impacted Systems
- mPOS
- DASH
Issue Began: 8/26/2025
Description
Retail Teams may get "backend processing is down" or consistent "card declined" errors when zscaler needs to be re-authenticated on the REMOs
Workaround
When Retail Teams are seeing these errors, switch to the zscaler app on the REMOs, and reauthenticate into zscaler if available. Afterwards, reattempt the card transaction.
Follow the workaround listed. If issue persists afterwards, file a Quick Ticket for mPOS.
Impacted Systems
- mPOS
- Rebellion
Issue Began: 1/31/2025
Description
Retail Teams may be unable to print to the Brother Label Printer even when the printer is on and connected.
Workaround
Corporate Stores
- Open the iOS Settings app
- Privacy & Security tab on the left
- Local Network
- RemoPrint application
- Toggle on
- Reattempt to print label
Authorized Retail Stores
- Ensure both the REMO and the Brother Label printer are on the current REMO wi-fi network.
Follow the steps listed. If the steps don't work, file a ticket with the Service Desk.
Impacted Systems
- Tapestry
- REMO Print
Description
Retail Teams may encounter an error when attempting to process returns for Coverage Devices.
Workaround
Retail
Call RSL to process a ship back return.
Care / RSL
If an error is experienced while attempting to processing the return, see Coverage Device program & returns for next steps.
Use the workaround instructions listed. Do not file a ticket with the Service Desk.
Impacted Systems
- mPOS
Description
When performing warranty exchanges, Retail Teams may encounter the system error "Failure while calling updateEIPEquipment Service. Transaction has been cancelled". This occurs when the replacement device's IMEI is on an active EIP on another BAN. In order to proceed, the IMEI needs to be cleared from the existing EIP.
Workaround
E-mail FrontlineSystemsExperienceWarrantyExchanges@T-Mobile.com with the following details:
- BAN
- MSISDN
- Order ID
Use the workaround instructions listed. Do not file a ticket with the Service Desk. Failure to provide all the listed details will delay resolution.
Impacted Systems
- mPOS
Description
When performing a Trade-In , Retail Teams may encounter the system error.
Workaround
Customers can still return devices using shipping labels (store‑printed or box‑included)
Impacted Systems
- mPOS
Description
Retail Teams were intermittently seeing the error "Unable to get PaymentId from ProcessRefund endpoints. Transaction has been cancelled" when attempting to process returns for orders created between approximately 9/17 - 9/18.
Notes
All impacted transactions have been settled as of 9/21, and this issue has been resolved. If issue persists, perform a no-receipt return.
Impacted Systems
- mPOS
Issue Began: 9/19/2025
Issue Resolved: 9/21/2025
Ticket: INC119698006
Description
Retail Teams were seeing the error "Unable to get PaymentId from ProcessRefund endpoints" when attempting to process returns on same-day Shop T-Life in Store orders.
Notes
This issue was resolved as of 8/15/2025. If issue persists, customers will need to wait for their bank to settle the initial payment first before the Shop T-Life in Store orders can be refunded and returned.
Ticket: PRB10003522
Impacted Systems
- mPOS
Issue Began: 2/19/2025
Issue Resolved: 8/15/2025
Description
Retail Teams in Nevata stores were intermittently encountering an issue where a payment is needed to complete a device warranty return transaction.
This issue has been resolved. If issue persists, issue a credit to the customer's account for the tax amount.
Ticket: INC16659129
Impacted Systems
- mPOS
- Warranty Returns
Issue Began: 6/18/2025
Issue Resolved: 7/16/2025
Description
Frontline store leadership were encountering a blank DTAR report when the customers first name was “NULL” or No Sale transactions.
This issue has been resolved.
Ticket: PRB10008746
Impacted Systems
- Store Operations
- mPOS
- DTS
Issue Began: 6/12/2025
Issue Resolved: 6/18/2025
Description
Frontline store leadership were encountering an error in the Deposit Tracking System (DTS) where the user is not able to enter the deposit amount due to the Sub-Deposit amount is showing as 0. The error asked the user to refresh the page, but this did not correct the issue.
This issue has been resolved.
Ticket: PRB10008427
Impacted Systems
- Store Operations
- mPOS
- Deposit Tracking System (DTS)
Issue Began: 1/1/2025
Issue Resolved: 6/12/2025