System Issues: T-Life app and T-Mobile.com
Learn more about current, recently resolved, and planned maintenance for T-Life app and T-Mobile.com. For additional issues not listed here, see Frontline System Issues.
T-Life app and My.T-Mobile.com Troubleshooting
If you are experiencing an issue not listed here, file a ticket in Atlas troubleshooting If escalation is needed, contact your site Leadership to escalate ticket in Atlas Troubleshooting Ticket Dashboard. If further escalation is needed Leadership can engage Business Support / Operations Managers.
T-Life Troubleshooting for Prospect Customers:
• Instruct the customer to report technical issues using “Shake to Report.”
• The customer must be inside the T-Life app before shaking the device.
• Shaking the device will open a reporting window (Instabug) that prompts a few short questions.
• Ask the customer to describe the issue, capture as "New Customer", and select the section where the problem occurred.
• Advise the customer this information goes directly to the technical teams to resolve the issue.
Important: The customer will not be contacted about the status of this issue.
New 11/20/2025: View the "Error Handling" and "FAQs" sections for issues with New BAN Activations in T-Life and Easy Switch prior to submitting a ticket and going through legacy flows, and view additional information about Switching Made Easy.
Authentication (Login, Registration, T-Mobile ID)
Description: Android users scanning QR code on gateway to commence set up are being redirected to an AAL screen in error. Temporary fix has gone in, see work-around until this issue is fully resolved.
Impacted Systems: Care, Retail, Digital
Workaround:
Short-term fix:
- Customer uses phone camera to scan QR code.
- QR code scan tries to open https://www.t-mobile.com/home-internet/qr in the default browser but T-Life intercepts it.
- But instead of loading the eligibility check journey, T-Life opens tmus://homeinternet which is equivalent to customer opening T-Life and selecting the Internet shortcut on the Home screen. (ie customer will be taken directly into gateway management journey)
INC125731386
Start Date: 4/17/2026
Impacted Systems: T-Life, T-Mobile.com
ETR: TBD
Description:
What Is Happening
User are faced with errors when attempting to login to t-mobile.com or promotions.t-mobile.com via mobile phone browser preventing them from being able to sign in.
Symptoms
When using MSISDN, Let’s get you logged in. What type of account is (MSISDN)?” The available options are:
- Recently cancelled account
- Home Internet account
- T‑Mobile for Business account
When using Email, “Sorry, something you entered does not match our records. Please try again.”
Workaround:
Next Steps
Current workaround is to have customer access via desktop site on phone browser. (If a computer is available they can go through normal process to create the password to complete setup.)
Safari Workaround
Open the Safari browser
- Navigate to T-Mobile.com
- Select Login
- Select Login again
- When the customer is prompted to enter their MSISDN or email in the Safari browser, tap on the browser menu icon (puzzle piece icon or rectangle with two lines) located on the left side of the address bar.
- Select the 3 dots in the bottom right
- Select “Request Desktop Website” (If prompted to open the T-Life app, DO NOT OPEN THE APP)
- Have the customer enter their MSISDN or email address and select "Next"
- Select Create Password
- Have the customer follow the prompts to create a password.
- Once a password is created, have the customer attempt to sign into the T-Life app again.
Chrome Workaroud
*If redirects to T-life app when accessing T-Mobile.com follow steps 1-7 first, if not start at step 8
Go to Settings on the Phone
- Select Apps
- Select Default Apps
- Select Opening links
- Select the T-Life app
- Select “In Your Browser”
- Go back to the home screen of the phone
Open the Chrome browser
- Navigate to T-Mobile.com
- Select Login
- Select Login again
When the customer is prompted to enter the MSISDN or email, select the 3 dots menu in the top right corner
- Select Desktop site
- Have the customer enter their MSISDN or email address and select “Next”
- Select Create Password
- Have the customer follow the prompts to create a password.
- Once a password is created, have the customer attempt to sign into the T-Life app again.
Issue: Customer may not receive One Time PIN (OTP) required to Multi-Factor Authenticate (MFA) when logging into T-Mobile.com
Description: Some customers may not receive One Time PIN - OTP required to Muti Factor Authenticate when attempting to access T-Mobile.com
Impacted Systems: T-Mobile.com
Workaround:
Utilize common procedures for Customers device type to verify the customer has not inadvertently blocked Short Code 462
After verifying the number 462 is not blocked in the device and before creating a ticket, please try manually blocking 462 and then unblocking it to wipe it from the blacklist.
After you have blocked and unblocked number 462 - File a Trouble Ticket in Atlas Troubleshooting for unable to log into My T-Mobile.com listing that no block exists for Short Code 462
Account Management (Change Rate Plan, Add/Remove Features, Profile)
System Impacted: T-Life, T-Mobile.com
Channel Impacted: Digital
Description:
- Scenario: Customer has a non-stacking free line promo and changes their rate plan to Experience Beyond (Yearly Upgrade eligible), then immediately upgrades that free line.
- Issue: When both actions happen the same day, the system does not yet recognize the rate plan change. As a result, the customer is incorrectly shown as not eligible for device promotions due to stacking restrictions.
- Impact: The customer will not be automatically enrolled in a device promotion during the upgrade transaction, even if they meet eligibility based on the new rate plan.
Workaround: If eligibility requirements are met, Permissions users can manually enroll the promotion using Frontline Promo Dashboard (FPD).
- Confirm the account has been updated or has a future-dated rate plan change to Experience Beyond (Yearly Upgrade Eligible)
- Confirm the customer meets all device promo eligibility requirements
System Impacted: T-Life
Channel Impacted: Care; Retail; Digital
Description: When logging in or accessing certain pages in T-Life. Some users will see "Coming soon to your account"
This error may occur when the Account is Employee Non-TMUS, Government, and BANs with 20 or more lines.
It will also appear in Retail when the TMOID is created before the BAN.
This could have multiple other underlying root causes and is under investigation.
Workaround:
- Please make sure the customer is on the Latest App version.
- Impacted users can manage their accounts by visiting T-Mobile.com instead of using the app.
System Steps:
Please file a Trouble Ticket in Atlas under App Issues and provide Exact Steps to reproduce. Also file an InstaBug by shaking the device and provide the email used to submit the bug report in the Trouble Ticket.
Description
Special Account types (Non-TMUS Employee accounts) experience this error when attempting to use the Manage tab in the T-Life app. This limitation is intentional and stems from the app’s current design. A fix is planned for a future release.
Workaround
Impacted users can manage their accounts by visiting T-Mobile.com instead of using the app.
Additional Guidance
For customers not using Special or Employee accounts, recommend they force close and relaunch the T-Life app before retrying.
If the problem persists after these steps, escalate the issue by filing a trouble ticket for further review.
Channel: Care, Retail, Digital
Impacted Systems: T-Life app
Billing & Usage
Payments, Payment Arrangements, Account History
Shop (Upgrades, Trade-Ins, Order Tracking)
Start Date: 5/29/2026
System(s) Impacted: T-Life App
Channel(s) Impacted: Retail - Store-in-Store (SiS)
Channel Impacted: Retail — Store in Store
Description:
- Scenario: Expert attempts to complete a BYOD (Bring Your Own Device) activation for a customer through T-Life in Store in Store (SiS) mode. The customer's device is carrier unlocked.
- Issue: T-Life incorrectly identifies the carrier unlocked device as locked during the activation flow, blocking the expert from completing the BYOD activation. This issue has been reproduced in the field.
- Impact: The customer's BYOD activation cannot be completed through T-Life. The expert must exit T-Life and rekey the order in legacy systems.
Workaround:
- Use legacy systems (DASH or QVXP) to complete the BYOD activation
- File a Quick ticket with device details (IMEI, SAP, BAN) to support root cause investigation
Ticket: INC127508003
Start Date: 5/29/2026
System(s) Impacted: T-Life App
Channel(s) Impacted: Retail
Description:
- Scenario: Expert attempts to complete a customer order through T-Life in Store in Store (SiS) mode where the customer is eligible for Member Benefits (MB).
- Issue: T-Life returns an Unable to Load Member Benefits error, preventing MB from being applied to the order. If the order is unintentionally completed without resolving the error, Member Benefits will not be applied.
- Impact: Customer does not receive Member Benefits on the order. If the order completes without MB, partner compensation may be impacted and the order may need to be rekeyed in DASH.
Workaround:
- Ensure the customer is fully logged into T-Life before starting the order
- Update the T-Life app to the latest version
- Generate a new QR code and have the customer rescan
- If the issue persists, rekey the order in DASH to ensure Member Benefits are applied
- File a Quick ticket with customer details (SAP, BAN, NTID) to support root cause investigation
Ticket: INC127507926
Start Date: 5/29/2026
System(s) Impacted: T-Life App
Channel(s) Impacted: Retail, Digital
Description:
- Scenario: Expert attempts to complete a customer order through T-Life in Store in Store (SiS) mode.
- Issue: The Add to Cart button is disabled or greyed out, preventing the expert from adding items to the cart and completing the order in T-Life.
- Impact: The customer's order cannot be completed through T-Life. If the expert proceeds using a legacy system, partner compensation may not be impacted, but the SiS experience is broken.
Workaround:
- Use legacy systems (DASH or QVXP) to complete the order
- File a ticket with customer details (SAP, BAN, NTID) to support root cause investigation
Ticket: INC127507712
Start Date: 5/1/26
System(s) Impacted: T-Life App, Promotions/Rebates Website
Channel(s) Impacted: Digital
Description: When a customer has the T-Life app installed on their device and visits the promotions website to submit for rebates, clicking the submission link redirects them to the T-Life app instead of opening the rebate submissions page.
Workaround: Long press the submit button, select "Copy Link," then paste the link directly into a browser to access the submissions page.
Start Date: 2/26/26
System(s) Impacted: T-Life
Channel(s) Impacted: Retail
Description: At launch (expected 2/26), HSI Same Day Delivery will have a known defect.
New orders on the HSI All-In Plan may indicate a Mesh V2 is available but the selected store may not have inventory.
Workaround: If, upon order review, your location does not have the V2 Mesh in stock:
- Cancel the order due to “inventory/out of stock’ reason which will trigger the following:
- Customer is notified of Order cancellation systematically
- DoorDash quote is cancelled so driver does not get assigned
- No further action is required by the rep
Start Date: 2/3/2026
Ticket Number: INC123984853
System(s) Impacted: T-Life
Channel(s) Impacted: Retail
Description: During the T-Life in-store transactions, even if gateway inventory is showing available in the store, T-Life is showing only the Ship to option in error.
Workaround: While not ideal, you can move to legacy system DASH.
Additional Information: Estimated solution will come with an off-cycle T-Life sub-release on Feb 16.
Start Date: 4/14/2025
Issue: Fully paid off JUMP Device BOWIS/BOPIS submission issue
Description: When a customer has a fully paid off device that was on JUMP, the T-Life app does not allow that customer to perform a BOPIS/BOWIS order.
Impacted Systems: T-Life
Workaround:
Experts can remove the JUMP 2 SOC which will allow the customer to move forward. If the customer has the original JUMP 1 SOC do not remove, and use legacy systems instead. "Ensure the customer acknowledges they will no longer be JUMP eligible if JUMP 2 SOC is removed."
Additional / Other
Start Date: 5/19/2026
Impacted Sytem: T-Life
Impacted Channel: Digital
Description: Some customer addresses in Puerto Rico, USVI and new addresses that the USPS Database will not verify the address and will not allow the order to complete in T-life. Error: Unable to Verify Shipping Address
Workaround: Confirm with the customer the address being entered is accurate and use legacy systems to complete the customer order
Start Date: 5/4/2026
Impacted System: T-Life
Impacted Channel: Digital
Description: HSI Unlimited plan customers may be getting a data usage message in error. Message reads: You've used 80% of your domestic data. There are no impacts to their service or billing.
Workaround: There is no workaround at this time.
Start Date: 11/20/2025
Impacted System: T-Life
Impacted Channel: Digital
Description: The SIM Change feature and Digital ID Scan for TMO ID password resets in T-Life are temporarily unavailable. Technology teams are actively working to resolve the issue. This communication will be updated once we have an estimated time for a fix. Temporary outage: SIM change & Digital ID scan in T-Life
Workaround:
- Customers needing to change their SIM can Call Care or Visit a Retail store for support.
- Customers can continue to use bio-metrics or TMO ID Password and OTP to sign in to T-Life.
System(s) Impacted: T-Life, T-Mobile.com
Issue: Incorrect or wrong device details shown
Description:
Customers may see incorrect device details displayed; this can impact device, memory and color.
Workaround:
This has been an long term display issue but will not impact warranty or upgrades. Trouble Tickets are not necessary at this time.
T-Mobile for Business (TfB)
Start Date: 12/11/2025
System(s) Impacted: T-Life
Channel(s) Impacted: Retail; Digital; Care
Description: Customer who have a TFB account and are the Business Owner (BO) role are not able to use Same-Day Delivery (SDD) . When a BO uses Same-Day Delivery the order is able to be processed in T-Life but not picked up by the DoorDash delivery driver. The order cancels upon pickup.
Workaround: Inform Business Owner roles that they need to select In-Store Pickup or the Standard Ship-to option. Same-Day delivery is not currently available.
Start Date: 10/29/2025
Issue: Partial Accouny Registration for TFB non-PAH
Issue Area: Additional/Other
Impacted System: T-Life
Description: Partial registration resolution if TFB customer set up TMO ID without linking to Business Organization.
T-Life Unable to sign up for TMO ID due to IAM Profile Conflict, Partially registered in Atlas section
Workaround: TFB Care can delete the incorrectly permissioned user and then the customer can re-register starting in Account Hub.
Start Date: 8/18/2025
Issue: TFB T-Life | Entry Points present errors when selected
Issue Area: Additional/Other
Impacted System: T-Life
Description: When selecting these entry points - customers will receive an error
- Benefits Hub
- Paperless billing
- Scam Block/Block calls & messages
- Sim Protection
- Manage SIM
Workaround: No workaround for Benefits Hub
Start Date: 8/18/2025
Issue: TFB T-Life | Usage issues
Issue Area: Billing & Usage
Impacted System: T-Life
Description:
- Usage Overview will present no usage or an error message, depending on how the user navigates to Usage Overview.
- Usage blades on Manage Home will not present in iOS.
Workaround:
Usage would be displayed in AHUB.
T-Mobile Tuesdays
Start Date: 1/16/2026
Impacted System: T-Life
Issue Area: Benefits
Issue: T-Life users are seeing an error when attempting to claim or save deals
Descriptions: Some customers may be seeing the following error when trying to claim or save deals: "Something's not quite right, we're working on it. Please check back later."
Workaround: Instruct the customer to log out of the app by navigating to the bottom of the page and selecting Manage. From here, the customer should click the wheel in the top right corner, and they will see the option to Log out of T-Mobile ID at the bottom. Once logged out, have the customer force close or relaunch the app. Authentication will happen immediately upon opening the app. Have customer attempt to redeem/save offers again. Advise the customer that logging in is not required to redeem/save offers.
Start Date: 1/16/2026
Impacted System: T-Life
Issue Area: Benefits
Description: Some subscribers are currently being incorrectly marked as Kids Line, which results in them seeing an “Ineligible” error when accessing the T‑Life or Tuesdays Benefits tab in the T‑Life app.
- Teams are actively investigating the issue and working on corrections.
- If a customer reports this problem, collect the MSISDN and create a support ticket, assigning it to the T‑Mobile Thanks group to validate and update their eligibility.
Ticket Number: TLA-98539
System Impacted: T-Life
Channels Impacted: Care; Retail; Digital
Target Fix: Version 11.5
Description: Some customers when attempting an AAL in T-Life may be unable to complete due to "Limit Reached, You've reached the maximum number of lines you can add to your current plan." Error displaying.
This will occur when the customer has a Pooled Rate Plan and falls below the required amount of lines.
Example: Essential 4 Line plan with less than 4 lines on the account.
Workaround: Use Legacy Systems to complete AAL transaction, up to the required number of pooled lines.
Example: If 2 Lines out of 4 use legacy systems to add required number of lines.
INC124614790
Start Date: 2/23/2026
Impacted System: T-Mobile.com
Impacted Channel: Digital
Description: Customers using the T-Mobile.com International Calling page are intermittently not showing results when searching for eligible countries. When international calling-eligible countries are searched, customers are intermittently seeing a “Sorry, there are no results for this entry” message.
Target Fix Date: 2/26/2026 NOD
Start Date: 01/02/2026
System Impacted: T-Life; T-Mobile.com
Channel Impacted: Digital
Description: For Existing Customers (Logged In):
- Product page shows $12.99 crossed out with “Free”
- This is incorrect. It should show $9.99 with no strikethrough
- Cart correctly shows $9.99
Workaround:
- If a logged-in customer escalates due to the price difference between the product page and cart:
- Credit the customer for Same Day Delivery
- No credits are needed unless the customer escalates
- No action is needed for prospects, as their pricing is correct
Start Date: 12/10/2025
System Impacted: T-Life; T-Mobile.com
Channel Impacted: Digital
Target Fix: Version 11.4
Description: Issue description: T-Life still shows credit freeze message after customer contacts credit bureaus and completes unlock.
Workaround: Unfreeze credit and use Legacy system to process transaction.
Ticket Number: INC121410161
System(s) Impacted: T-Life
Channel(s) Impacted: Digital
Target Fix: Version 11.5
Description: Issue description: Customer submits device purchase with trade-in using Android advised to turn off FMiP. Impact: T-Life for Android
Workaround: Disregard FMiP message
Start Date: 5/08/2025
Issue: Future Dated Rate Plan Changes Blocking AAL
Description: Customer is not able to add a line in T-Life or Web if the account has a future dated rate plan change coupled with an MRC increase.
Impacted Systems: T-Life and My.T-Mobile.com
Workaround:
Use legacy systems to complete the add a line transaction.
INC124752913
Start Date: 2/26/2026
Impacted System: T-Life
Impacted Channel: Digital, Care
Description: Android users when utilizing the placement assistant while screensharing . The Customer Camera view is visible to the other party and is not redacted.
Symptoms:
Potential exposure of live video of the customer’s surroundings / face / home interior. When utilizing the placement assistant while screensharing
- Exact steps:
- Start screen share
- Navigate to Gateway setup
- Launch Placement Assistant
- Camera preview becomes visible to remote viewer
- Expected vs actual:
- Expected: camera preview is blocked (black box/blur/placeholder) to remote viewers
- Actual: camera preview is visible without redaction
Workaround: Please file a Trouble Ticket using Category: T-Life HSI, Complaint: App Issues/Crashing/Freezing. Please have the customer file an Instabug report by opening the T-Life app, then physically shaking their phone (this can be done on the pink splash screen, and customer does not need to be logged in). They will be prompted to submit a report. Please advise them to include screenshots and a video recording as well as a detailed description of the issue. Once the customer submits the report, please reopen this ticket and provide the email used to submit the bug so we can locate it.
Ticket Number: INC125608691
Start Date: 3/25/2026
Description: Scam Shield users may experience latency issues when using certain features, including Reverse Number Lookup and Blocked & Allowed Numbers.
Imapcted System: T-Life
Workaround: No workaround
Start Date: 9/12/2025
Description:
When an incorrect CVV is entered customers may receive an error message stating that their payment address is incorrect
Workaround:
- Guide the customer through ensuring the card information they entered is correct.
- File an instabug and ticket.
Impacted Systems:
T-Life
T-Mobile.com
Start Date: 1/16/2026
System Impacted: T-Life
Issue Area: Benefits
Fix: Teams are aware and working on a long-term resolution.
Description: TFB customers are eligible for T‑Mobile Tuesdays offers, but they cannot access offers when logged in with a T‑Mobile ID.
- TFB accounts authenticate only through NetAuth, not T‑Mobile ID.
- If a customer is logged in using their T‑Mobile ID, Tuesdays content may appear missing, unavailable, or show them as ineligible
Workaround:
If the user is enrolled in bio authentication, resulting in them automatically being logged in when opening the app, or the user has manually logged in, then they will need to log out to access Benefits.
1. Navigate to the Manage tab.
2. Select the gear icon in the upper right corner.
3. Select Log out of T-Life at the bottom of the page.
4. Select Log out of my account.
5. User will be logged out of the T-Life app and can now navigate to the Benefits tab to review and redeem offers.
- Navigate directly to the Benefits tab
The customer should now be able to view and redeem all available offers via NetAuth.
Start Date: 12/11/2025
System Impacted: T-Life
Channel Impacted: Retail
Description: Customers using Android devices during Shop T-Life In-Store cash transactions are seeing the cash payment method revert to credit card after selection. This leads customers to have to reselect cash as the payment option.
Workaround: Go back to the payment option screen and select Pay as Cash again. It may happen mutliple times, just try again.
Target Fix: 11.4 T-Life Jan 21.
Start Date: 12/11/2025
System Impacted: T-Life
Channel Impacted: Retail
Description: SMS that is sent to customers after processing a cash return provides incorrect reference to credit card refund.
Workaround: No Workaround available. Refund will be processed BAU, SMS is incorrect.
Target Fix: 11.4 T-Life Release Jan 21.
Incident: INC117712953
Impacted Systems: T-Life
Impacted Channel: Digital
Target Fix: TBD
Issue: T-Life: Shipping Address Intermittently Sending to Incorrect Address
Description: A small amount of orders processed in the T-Life app are being sent to an old address in the customer's account.
Workaround:
Customer's can check their ship to address upon placing the order to verify it's being sent to the correct location.
For orders that have already been submitted:
- Attempt to cancel the order in Order Look-up.
- Upon successful cancellation, work with the customer to replace the order in T-Life.
If the order cannot be cancelled:
- Advise the customer of the shipping address and latest order delivery status.
- If the order is being shipped to an address that is no longer valid for the customer, treat the order as a lost order and follow through with the Order Never Received process.
- Impacted BANs will have a memo left to assist HRT in completing their Order Never Received investigations.
Start Date: 12/10/2025
System Impacted: T-Life; T-Mobile.com
Channel Impacted: Digital
Description: Issue description: Customer is directed to call or visit a store after completing KBA.
Message displayed:
"Please contact us to continue your order. Sorry, we were not able to verify your identity. If you wish to continue, please call us, talk to a Mobile expert or visit a store and we will assist you in completing your purchase."
Workaround: Call Retail Support Line to engage Customer Verification (manual review team) to confirm customer's eligibility for postpaid service or recommend prepaid.
Start Date: 1/16/2026
Impacted System: T-Life
Issue Area: Benefits
Issue: Device OS not compatible with T-Life
Description: Some customers may have an older device that was compatible with the T-Mobile Tuesdays app but is not compatible with T-Life.
Fix: Update the device to a compatible software version or upgrade their device.
Workaround: Swap the line over to a device that is compatible with T-Life to take advantage of offers, then switch back.
Start Date: 01/13/2026
Impacted System: T-Mobile.com
Impacted Channel: Digital
Description: The Power of Attorney digital form located on Power of Attorney Requests support page is temporarily unavailable. Technology teams are actively working to resolve the issue. This communication will be updated once we have an estimated time for a fix.
Workaround: Manual form is still available on Power of Attorney Requests support page to print/complete and email for processing, Steps are captured under 'File size issues' section on support page.
Start Date: 10/15/2025
Description: The Setup Payment Arrangement entry points will remain visible in T-Life, but when the user selects “Setup Payment Arrangement”, messaging at the bottom of the screen will present advising that the feature is unavailable.
Workaaround: Customers will need to utilize Account HUB or assist in setting up payment arrangements for them.
Impacted Systems: T-Life
Channel: Care
Start Date: 1/30/2026
System Impacted: T-Mobile.com, T-Life
Channel Impacted: Digital
Description:
What Is Happening
Biometric Push authentication is currently unavailable due to a system issue.
Symptom
When Biometric Push authentication is required, the authentication request fails and cannot be completed.
Workaround: Customers can manually enter their T-Mobile ID password.
System: T-Life
Channel: Digital
Description: Issue description: Prospect customer cannot Save the Cart if a Home Internet line is in the cart. Errors are experienced when trying to Save the Cart or Retrieve the Cart.
Workaround: Customer can Save Cart after removing the Home Internet line. When returning to the cart they can Continue Shopping and re-add the Home Internet line in T-Life.
Start Date: 1/23/2026
Resolved: 1/26/2026
System Impacted: T-Life & T-Mobile.com
Channel Impacted: Digital
Description: HSI customers may be experiencing inability to manage their gateway, detect Wi-Fi, add new devices. They may get errors like "restart gateway", "no communication".
Workaround: Using Local Mode may afford some functions but is not fully validated. There is no workaround. Technical teams are actively working on a solution
Additional Information: Please DO NOT do exchanges or suggest factory resets as these will not resolve the issue.
Start Date: 12/11/2025
System Impacted: T-Life
Channel Impacted: Retail
Description: Shop T-Life In-store cash orders are not appearing in the DRSLR after store closing.
Workaround: Intermittent issue: If the report is slow to generate, Retail Leaders can use a report to help with variance validation.
- Store Ops app>Management Reports> select Daily Cash Summary Listing Report>choose correct date> Print reports
Impacted Systems: T-Life & T-Mobile.com
Impacted Channel: Digital
Issue: Authorized User Change Errors
Description: Frontline may be experiencing intermittent issues when attempting to add, remove, or modify authorized users on an account. During these attempts, users may encounter an error message stating: “Oops! Looks like we ran into a problem. There seems to be some issue with one of our services. Please try again in some time.” As a result, authorized user changes may fail to save or process successfully, potentially requiring multiple retry attempts or causing delays in completing account updates.
Workaround: At this time, there is no available workaround for this issue when the error is encountered. Users must wait and retry the action after the fix is deployed.
Impacted Systems: T-Life app
Targeted Fix: Version 11.2
Description
User opens the app or T-Account Hub.Mobile.com, attempts to login and is redirected to TFB Account Hub.
Workaround
Most customers are seeing this because they have a TMOID with email only. To have them link their T-Mobile phone number, have the customer log in to their TMOID with email and password. Don't use BioAuthentication (FaceID or Fingerprint) but have the customer type in their password. After login the customer will be shown a screen asking to "Tell us what you have" allowing the customer to link their T-Mobile phone number to their TMOID.
Start Date: 8/25/2025
Description:
Any BAN with 20 or more active lines will experience this error when attempting to use the Manage tab in the T-Life app. This account type is currently not supported in T-Life.
Impacted System: T-Life App
Workaround:
Impacted users can manage their accounts by visiting T-Mobile.com instead of using the app.
Start Date: 7/31/2025
Issue: Some Users will see Limited Digital Access when logging into to T-Life App.
Fix Target: Version 11.2
What is Happening
Users may encounter the following error message when accessing the T-Life application:
"Limited digital access. For your protection, this account has enhanced security. Please reach out to your personal T-Mobile contact who is ready to serve you."
Symptoms
When launching the app, affected users will see the following error message:
"Limited digital access. For your protection, this account has enhanced security. Please reach out to your personal T-Mobile contact who is ready to serve you."
Impacted Systems: T-Life App
Workaround: This issue was fixed in 11.1.0 app release. Please confirm the user has the latest update on their T-Life app and test again.
Next Steps:
If issue persists on 11.1.0, please assist customer with submitting an Instabug report by having them physically shake their phone and include a screenshot of the error. Once Instabug has been submitted, file a trouble ticket with a detailed description and the email the customer used to submit the Instabug report.
Start Date: 7/23/2025
Issue: T-Satellite A La Carte intermittently not available
Description: T-Satellite a la carte feature is not displaying for some customers in digital channels (including T-Life)
Impacted Systems: T-Life
Workaround:
Use retail or care systems to add T-Satellite features until this is resolved.
Description: Customer may have the same email address associated to multiple MSISDN causing issues with accessing their account. Issues can be white screen and not able to see all account details. Work with customer to determine if they have linked accounts and follow workaround for resolution.
Impacted System: T-Mobile.com & T-Life app
Fix Target: Version 11.2
Workaround:
Resolved with 11.2.
- Sign In with MSISDN
- Follow Prompts to link email address with phone number
- Select Continue
- Verify Email address with OTP
Fix Target: Version 11.2
Description
Customers who recently migrated from TFB/Government to Consumer account are presented with a page stating "To access this page you need to be invited to Account Hub" when trying to access their bill.
Workaround
This issue is specific to customers who migrated from TFB/Government to Consumer account which causes the customer to have at least one non-consumer bill in their 18-month bill history.
Steps for customer to get to their bill until fix is deployed:
1. Log into account on My.T-Mobile.com
2. Click "My Account"
3. Click "Account Activity"
4. Click "Download PDF" on their bill record
Impacted Systems: My.T-Mobile.com & T-Life app
Start Date: 5/19/2025
Impacted Systems: T-Life iOS & Android
Impacted Channel: Digital
Fix Target: Version 11.2
Issue: Device Shows Back-order status for Shop in Store in T-Life
Description: Device available in store shows back-order status in T-Life while performing a Shop in-Store transaction
Impacted Systems: T-Life, Android
- Android: Resolved with T-Life Version 10.9
- iOS: Resolved with T-Life Version 11.1
Workaround:
- Select the color and memory variant and ignore the backorder indicator/message. Continue with device purchase
*Applicable if device is available in store inventory and not in reserved status
Start Date: 8/14/2025
Impacted System: T-Life
Impacted Channel: Digital
Fix Target: Version 11.2
Issue: Accessory Unavailable in T-Life for Shop In-Store
Description: Accessory available in store inventory may not be showing in T-Life accessory catalog.
Workaround:
- Customer can use Web to submit device with accessory order
- Use legacy systems to process accessory purchase
Fix Target: Version 11.2
Issue: T-Life - Unable to sign up for T-Mobile ID due to IAM Profile Conflict, Partially Registered in Atlas.
Description:.
T-Life – Unable to Sign Up for T-Mobile ID due to IAM Profile Conflict, Partially Registered in Atlas
A customer is unable to sign up for a T-Mobile ID because there is an IAM profile registered to both their MSISDN and email. The T-Mobile ID in T-Mobile Management tool in Atlas appears as partially registered with no email.
When attempting to sign up with their email, the customer sees the message: “Great news, you already have a T-Mobile ID account with your email.” They are then directed to log in with that existing T-Mobile ID. However, when trying to link their MSISDN, they receive the error: “You have not yet registered for My T-Mobile.”
Workaround:
Resolved with 11.2.
- Sign In with MSISDN
- Follow Prompts to link email address with phone number
- Select Continue
- Verify Email address with OTP
Start Date: 7/22/2025
Channel: Care, Retail, Digital
System: T-Life
Fix Target: Version 11.2
Description: Some customers may have multiple TMOID Profiles and can result in customers not being able to link their E-mail address to their primary TMOID. If this happens advise the customer to "Skip E-Mail Address" during login. The other option is for the customer to link another email address with their primary TMOID.
Workaround:
- Resolved with 11.2.
- Sign In with MSISDN
- Follow Prompts to link email address with phone number
- Select Continue
- Verify Email address with OTP
Start Date: 10/17/2025
Issue: T-Life Crash for Customer with Spanish language selected in Device Settings
Description: New customers to T-Life on Android who have Spanish selected for language in device settings are not able to load T-Life.
Impacted Systems: T-Life
Workaround: If customers experiencing this crash got to Device Settings and change from Spanish to English they will be able to load T-Life. After T-Life has authenticated for the first time customers will be able to move the language back to Spanish.
Issue: Resolved
Start Date: 10/21/2025
Impacted Channel: Retail
Impacted System: T-Life
Fix Target: Version 11.2
Issue: Retail Unable to Select HSI CPO Gateways
Description: Retail may be unable to select CPO devices when processing an HSI AAL order in T-Life.
Workaround: The resolution to this issue is included with T-Life release 11.2 which began a slow rollout on 10/18.
- iOS customers may manually download the update now or will have to wait until it is pushed to them (completion expected by 10/26)
- Android users are expected to have the new release by 10/22
Description
US Cellular customers switching to T-Mobile are unable to submit for switcher programs, Keep & Switch and Family Freedom, because their account tenure is showing their original US Cellular activation date, not their T-Mobile activation date, which prevents them from submitting for switcher programs.
Important!
- Do not share this process/email with customers.
- This workaround should only be used for US Cellular customers who switched/ported/activated on T-Mobile on 8/1/25 or later and were unable to submit for this issue.
Fix is in progress: Early October
Workaround: Teams must follow the process outlined below within 30 days of T-Mobile activation for US Cellular switchers experiencing this known issue.
- Confirm Eligibility - Ensure the customer qualifies for either:
- Keep and Switch
- Family Freedom
- Prepare Required Information for Email
- Email: RCSolutions@T-Mobilesupport.com
- Subject Line: Switcher Program Submission Issue: US Cellular
- Include the following in the email:
- Billing Account Number (BAN)
- Customers Mobile Number(s) (MSISDNs)
- Offer Name (e.g., Keep and Switch)
- Transaction Details (ex: trade-in info, if applicable)
- Reimbursement Type (EIP or ETF) + Amount per line
- Total Reimbursement Amount: $
- Issue Summary: US Cellular customers cannot submit for switcher program due to account tenure showing original US Cellular activation date instead of T-Mobile activation date.
- Supporting Documentation:
- Screenshot or PDF of most recent bill from US Cellular.
- Must show:
- Mobile number(s)
- Device make/model(s)
- Installment count (ex: 14 of 24)
- Prior Carrier Name (ex: US Cellular)
Start Date: 5/14/2025
Issue: Customers with T-Mobile ID but No Email on Profile Blocked from Making Purchases
Description:
What’s Happening:
Customers who have a T-Mobile ID (TMOID) without an associated email address on their profile are unable to complete purchases through T-Life or Web. This is due to a missing required field (email) in their TMOID profile.
Symptoms:
- Customer attempts to make a purchase in T-Life or on the web but is blocked
- Error messaging may not clearly indicate that the missing email in their TMOID profile is the cause
Impacted Systems: T-Life and My.T-Mobile.com
Workaround:
- Direct the customer to my.t-mobile.com (Web).
- Select Log In and enter their mobile number (MSISDN).
- Click Next and proceed with TMOID Registration.
- During registration, the customer will be prompted to enter and verify their email address.
- Once completed, the TMOID profile will include a valid email, and the customer will be able to complete their purchase via Web or T-Life.
Start Date: 02/28/2025
Description:
If a customer recently changed their User Role going from Standard permission to Full or PAH customers are not able to upgrade.
Impacted System: T-Life
Workaround:
Have the customer force close T-Life and begin a new upgrade once the User Roles have been updated correctly to Full or PAH.
Start Date: 9/18/2025 Impacted System: T-Life Impacted Channel: Digital | ||
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Start Date: 9/16/2025
Description: Yearly Upgrade customers who have not paid the qualifying 50% of EIP are seeing the full EIP amount being added to the transaction when attempting to upgrade.
Workaround: Use Legacy Systems to complete these Yearly Upgrade purchases.
Description: Some Android users experienced issues accessing the T-Life application between 9/29 and 10/01 (resolved at 3:00 PM PT).
Symptoms
- Upon opening the app, users may see the error message “Something went wrong.”
- In some cases, the app may immediately force close.
Workaround:
- The issue has been resolved as of 10/01 at 3:00 PM PT.
- If customers continue to experience issues:
- Clear the app cache.
- If still unresolved, uninstall and reinstall the T-Life app.
- Confirm that the customer is using the latest version of the app.
Starte Date: 5/23/2025
Issue: Store mode in Shop Tab
Description: Landing in Shop tab does not initiate Shop in store mode.
Impacted Systems: T-Life
Impacted Channel: Digital
Workaround:
Store mode will be available after selecting a device.
Start Date: 4/2/2025
Issue: Back to back transactions may receive error
Description: Back to back transactions completed through T-Life may result in an error
Impacted Systems: T-Life
Workaround:
- For Shop T-Life In-Store or Pickup In-Store transactions, ensure the previous transaction is fully completed in both T-Life and REMO systems before beginning the next transaction.
- Log out of T-Life, force close the app, log back in to T-Life
Start Date: 3/3/2025
Description: T-Life upgrades promos are not accounting for Future Dated Rate Plan changes Issue: A T-Life EIP upgrade will not display as eligible for a qualifying promotion after completing a Future Dated Rate Plan change
Issue: Future Dated Rate Plan changes are impacting promos from being applied
Impacted System: T-Life
Workaround:
Option 1: Complete the upgrade through T-Mobile.com
Option 2: Back date the rate plan change, logout and back into T-Life to see Rate Plan changes reflected
Option 3: Use legacy systems to complete upgrade
Description
On Android devices, when stored payments is used to complete a hardgoods order, customers receive the error: "There is an error with one of our systems. One or more of our services is temporarily not responding. Please try again later" during Place Order.
Note
The issue is being encountered due to the address needs to be verified when completing an order in T-Life.
Workaround
Customers can proceed with their order via T-Mobile.com.
Impacted Systems: T-Life app
Issue: Error: Blank page after entering password into T-Mobile and T-Life App
Description: This issue is specific to customers who have converted from a TFB account type to an Individual Regular account type.
Impacted Systems: T-Life app
Workaround:File a ticket in Atlas Troubleshooting: Service Category: T-Mobile App, Service Complaint: Login Failure
Please be sure to call out in questions that customer is presented with Blank Page after password and account type change from TFB to Individual Regular.
Description
Some customers are unable to Sign Up for T-Mobile ID. When they try to sign up they get the error "The MSISDN is already registered to another account"
Workaround
Most ticket examples show that customers are resetting their password during sign-up, which triggers this error. After resetting the password, instruct them to log out and restart the sign-up process with their new password. Resetting the password mid-sign-up disrupts the flow. Logging out and starting the sign-up again should resolve the issue. This is not affecting all customers.
If this does not resolve, visit Troubleshooting T-Mobile ID: Self Service for additional troubleshooting steps
If following troubleshooting steps and still unable to resolve, file a ticket in Atlas Troubleshooting.
Impacted Systems: My.T-Mobile.com & T-Life app
Start Date: 7/07/2025
Issue: T-Life: "Accepting" PO Boxes when it should not
Description: T-Life PO Box Orders appear to go through and are automatically canceled when they reach the backend system.
Impacted Systems: T-Life
Impacted Channel: Digital, Retail
Workaround:
PO Boxes are not allowed for Ship-To purchases. Resubmit the order with a physical address.
Description
Users attempting to upload documentation to verify their First Responder or Military status are currently unable to complete the process in T-Life.
Symptoms
The "Upload File" or "Submit Documentation" button is unresponsive, preventing users from uploading the required verification documents.
Impacted Systems: T-Life app
Impacted Systems: T-Life app
Workaround:
Issue resolved with app version 10.9. Please have the customer update to the latest version and try again.
Issue: Upgrade Trade-In transaction issue
Description: During Upgrade Transactions with Trade-Ins, user may receive "there is an error with one of our systems".
Impacted Systems: T-Life
Workaround:
User can click the back button in the process and restart that flow
Issue: T-Life Upgrade Error with Trade-In
Description: During some upgrade in T-Life that include a trade-in a customer may see an error saying "There is an error with one of our systems."
Impacted Systems: T-Life
Workaround:
Use the "Trade-In Device" card at the bottom of the screen and this will allow customers to move forward in the upgrade. If the customer selects the Device Condition as "No" it doesn't meet expectations, have them start over and select "Yes" to move forward.
Issue: T-Life (App): Error during Shop T-Life in Store orders when store has one unit remaining in stock
Description: Customers may see errors in the T-Life app during checkout for Shop T-Life in Store transactions when stores have one unit of a SKU remaining in stock. Customers can successfully add the item to cart in T-Life, but the transaction fails during checkout. Error message displayed: "Store is out of stock..."
Impacted Systems: T-Life
Workaround:
Retail Teams can assist customers by using standard legacy upgrade flows.
Issue: T-Life (App) shows error that BOPIS upgrade payment was unsuccessful
Description: T-Life (App) shows error that BOPIS upgrade payment was unsuccessful, but it actually processed on the back end. If the 1st payment call fails in a few scenarios(ex: trade-in), app is allowing the customers to make duplicate payment attempts.
Impacted Systems: T-Life
Workaround:
Frontline Experts will need to process the transaction in Legacy Systems.
Issue: T-Life & MyT-Mobile.com: Customers may see a message that tells them to Call into Care to upgrade
Description: Customers may see, on the homepage and/or their account page of My.T-Mobile.com, that they should call to upgrade, when they are eligible to upgrade. This impacts customers with JUMP! 1.0. and yearly upgrade.
Impacted Systems: My.T-Mobile.com & T-Life app
Workaround:
The customer may still upgrade on the website by utilizing the Shop Tab from the header bar, and proceeding to make their device and/or accessory purchases from there. They would NOT be utilizing their JUMP though, IF they wish to utilize JUMP! please assist the customer and waive the fee.
Issue: IMEI Verification tool on T-Mobile.com displays inaccurate information for some IMEIs
Description: IMEI verification tool on T-Mobile.com isn't functioning properly. Customers will sometimes receive a message stating that their device has an outstanding balance that must be paid off when the device has already been paid in full. Customers will sometimes receive a message stating the phone is blocked when it is not in a blocked status.
Impacted Systems: My.T-Mobile.com & T-Life app
Workaround:
Assist the customer in confirming no blocks are on device and device is paid off. Please do not file a ticket for this issue.
Start Date: 6/16/2025
Resolved Date: 6/18.2025
Description: T-Life iOS: PAH Unable to Add AU, Primary Account Holders (PAH) Unable to Add Authorized User (AU) in T-Life for iOS.
Impacted Systems: T-Life iOS 10.9
Impacted Channel: Digital
Workaround:
- PAH can log in my.T-Mobile.com on the web to add new Authorized Users
- Use REMO to assist PAH with AU add
Start Date: 2/28/2025
Issue: T-Life Account Role Change Issue
Description: If a customer recently changed their User Role going from Standard permission to Full or PAH customers are not able to upgrade.
Impacted System: T-Life
Workaround:
Have the customer force close T-Life and begin a new upgrade once the User Roles have been updated correctly to Full or PAH.
Start Date: 4/2/2025
Issue: Back to back transactions may receive error
Description: Back to back transactions completed through T-Life may result in an error
Impacted Systems: T-Life
Workaround:
- For Shop T-Life In-Store or Pickup In-Store transactions, ensure the previous transaction is fully completed in both T-Life and REMO systems before beginning the next transaction.
- Log out of T-Life, force close the app, log back in to T-Life
Start Date: 4/14/2025
Issue: Fully paid off JUMP Device BOWIS/BOPIS submission issue
Description: When a customer has a fully paid off device that was on JUMP, the T-Life app does not allow that customer to perform a BOPIS/BOWIS order.
Impacted Systems: T-Life
Workaround:
Experts can remove the JUMP 2 SOC which will allow the customer to move forward. If the customer has the original JUMP 1 SOC do not remove, and use legacy systems instead.
Start Date: 5/08/2025
Issue: Future Dated Rate Plan Changes Blocking AAL
Description: Customer is not able to add a line in T-Life or Web if the account has a future dated rate plan change coupled with an MRC increase.
Impacted Systems: T-Life and My.T-Mobile.com
Workaround:
Use legacy systems to complete the add a line transaction.
Start Date: 5/14/2025
Issue: Customers with T-Mobile ID but No Email on Profile Blocked from Making Purchases
Description: What’s Happening:
Customers who have a T-Mobile ID (TMOID) without an associated email address on their profile are unable to complete purchases through T-Life or Web. This is due to a missing required field (email) in their TMOID profile.
Symptoms:
- Customer attempts to make a purchase in T-Life or on the web but is blocked
- Error messaging may not clearly indicate that the missing email in their TMOID profile is the cause
Impacted Systems: T-Life and My.T-Mobile.com
Workaround:
- Direct the customer to my.t-mobile.com (Web).
- Select Log In and enter their mobile number (MSISDN).
- Click Next and proceed with TMOID Registration.
- During registration, the customer will be prompted to enter and verify their email address.
- Once completed, the TMOID profile will include a valid email, and the customer will be able to complete their purchase via Web or T-Life.
Start Date: 5/19/2025
Issue: Device Shows Back order status for Shop in Store in T-Life
Description: Device available in store shows back order status in T-Life while performing a Shop in-Store transaction
Impacted Systems: T-Life iOS & Android
Impacted Channel: Digital
Workaround:
- Select the color and memory variant, and ignore the backorder indicator/message. Continue with device purchase
*Applicable if device is available in store inventory and not in reserved status
Start Date: 5/19/2025
Issue: Device Shows Out of Stock for Shop in Store in T-Life
Description: Device available in store shows out of stock or back order status in T-Life while performing a Shop in-Store transaction
Impacted Systems: T-Life iOS, Android
Impacted Channel: Digital
Workaround:
- Select the color and memory variant, and ignore the out of stock or backorder indicator/message. Continue with device purchase
*Applicable if device is available in store inventory and not in reserved status
- Android: Resolved with T-Life version 10.9
- IOS: Resolved with T-Life version 11.1
Start Date: 6/27/2025
Issue: T-Life: Any Condition Promos
Description: Unable to enroll in Any Condition trade-in promo using T-Life.
Impacted Systems: T-Life
Impacted Channel: Digital
Workaround:
Use my.t-mobile.com or legacy systems to submit order.
Start Date: 7/07/2025
Issue: T-Life: "Accepting" PO Boxes when it should not
Description: T-Life PO Box Orders appear to go through and are automatically canceled when they reach the backend system.
Impacted Systems: T-Life
Impacted Channel: Digital, Retail
Workaround:
PO Boxes are not allowed for Ship-To purchases. Resubmit the order with a physical address.
Start Date: 8/19/2025
Issue: FamilyWhere url link is not working as expected and users may not be able to access the application.
Description: When a user clicks on the url to the FamilyWhere app, the page may not load.
Impacted Systems: T-Life & Web
Workaround: No workaround at this time.
Start Date: 5/19/2025
Issue: Device Shows Out of Stock for Shop in Store in T-Life
Description: Device available in store shows out of stock or back order status in T-Life while performing a Shop in-Store transaction
Impacted Systems: T-Life iOS
Impacted Channel: Digital
Workaround:
- Select the color and memory variant, and ignore the out of stock or backorder indicator/message. Continue with device purchase
*Applicable if device is available in store inventory and not in reserved status
Android: Resolved with T-Life version 10.9
Start Date: 6/27/2025
Issue: T-Life: Any Condition Promos
Description: Unable to enroll in Any Condition trade-in promo using T-Life.
Impacted Systems: T-Life
Impacted Channel: Digital
Workaround:
Use my.t-mobile.com or legacy systems to submit order.
Start Date: 7/30/2025
Issue: T-Life: Device Upgrade and Accessory Assigned to Different Lines
Description: Device Upgrade and Accessory Assigned to Different Lines
Impacted Systems: T-Life
Impacted Channel: Digital, Retail
Workaround:
Use the same line for the device upgrade and accessory.
Start Date: 08/18/2025
Issue: TFB T-Life | Email notifications
Issue Area: Additional/Other
Impacted System: T-Life
Description:
~1000 customers were not sent email notifications for their device orders. They are able to see their device transaction receipt in T-Life in their account activity log.
Workaround:
Lookup order in Atlas to provide information or direct them to T-life Account Activity if a receipt or order transaction is needed.
Start Date: 6/18/2025
Issue: T-Life: Samsung Edge 256 GB is not available to select.
Description: Due to an active Memory Upgrade Promotion, the Samsung Edge 256 GB is not displaying in the devices page in T-Life for Upgrade or AAL. This is to prevent the customer from missing out on a great offer
Impacted Systems: T-Life , T-Mobile.com
Impacted Channel: Digital, Retail
Workaround:
If stores are out of stock of the 512 GB, complete a ship to order to ensure the customer is able to receive the Memory Upgrade Promotion.
For customers who want the 256 GB model, use legacy systems to complete sale.
Start Date: 4/29/2025
Issue: Customers unable to change account roles in T-Mobile.com
Description: Customers may request support regarding changing account roles in T-Mobile.com and unable to due to box being greyed out
Impacted Systems: T-Mobile.com
Workaround:
Use Account Hub user management help support or direct them to Account HUB to complete these steps using self service.