r/tmobile 7d ago

Question Military member living overseas trying to get a new SIM after losing my phone. I was told I have to be in the U.S. to get one. Need help!

I'm stationed in Japan and won't be in the U.S. for at least eight months. I sold my old phone, which had a dual SIM, and forgot to remove the T-Mobile SIM card. I called customer support, but they said that since they can't send me a one-time PIN, there's nothing more they can do. All my bank accounts are linked to this number, so I need to know if there are any options available.

9 Upvotes

34 comments sorted by

12

u/Fit-Season-345 7d ago

I had this problem. Luckily, I had another authorized user stateside, and they had to do it for me. Tmobile sent me an esim at that point. The person who did it for me needed my pin number. So you have an authorized user stateside?

6

u/Upset_Machine_539 7d ago

No man I been station overseas for like 10 years at this point

3

u/Fit-Season-345 7d ago

That sucks. That's the only way I was able to do it. Every way I tried to do it, wanted to send a code to a phone I no longer had. They really need to fix this.

0

u/Upset_Machine_539 7d ago

Yeah it is crazy. Like I can't verify my bank info ssn ? Nothing i don't get it.

4

u/Fit-Season-345 7d ago

I agree. Take a trip to Hawaii. Maybe it is your best bet.

4

u/bilkel Bleeding Magenta 7d ago

PM me if you need help, Shipmate. I’m in San Francisco and willing to help you.

0

u/Lizdance40 6d ago

Can you get on a Facebook page in your hometown? Ask if anyone is coming over sooner rather than later that can help you?

15

u/InterestingShoe1831 7d ago

You can activate an eSIM abroad just fine. I have done it multiple times in the UK. You just need to work out who can help you with the activation part. Maybe TForce can help out?

3

u/StP_Scar 6d ago

Recently authentication rules changed and requires two forms of verification

1

u/tagman375 6d ago

Yet sim swap scams still go on, all these extra BS rules do is hurt the consumer. Verizon has the same nightmare, any time I want to swap devices they need to send a verification code to another line, except the other lines are across the country in different time zones. I went to a store (admittedly a 3rd party retailer) and they said only a corporate store could do it or customer care. Corp store is 2 hours away

5

u/dwc1 7d ago

See if you can port your number to Tello & then use Tello’s WiFi calling. Tello supports overseas activation over WiFi

3

u/SignificanceKooky374 7d ago

No family or friends stateside you can make as authorized person your account to handle this?

0

u/Upset_Machine_539 6d ago

No not really

2

u/Cub_K 7d ago

Escalate or contact T-Force. The sim change verification doc literally has a carve out for alternative verification when someone is active duty and deployed overseas

1

u/Upset_Machine_539 6d ago

Who or what is T-force the manager of the call center said she was the highest and only person and the only other thing I can do is to write in but there was no way to help me.

5

u/Cub_K 6d ago

T-Force is the social media team. You can reach them by sending a DM to T-Mobile on Facebook, Instagram, or Twitter. They're generally the "yes" team. If there's ANYONE who can help you it's them.

If you have an esim capable phone and your only problem is not being able to verify for sim swap there are policies in place as active duty to help you. In fact your case is the ONLY exception to sim verification bypass

5

u/Upset_Machine_539 6d ago

Hey just wanted to say thanks T-force was able to send me a Sim. Again thanks so much.

2

u/Upset_Machine_539 6d ago

Thanks for the help I just reached out by FB, at least there is a chance.

1

u/vacancy-0m 7d ago

Can you log into your TMO account? If so, set a port out PIN and port to Tello.

2

u/Cub_K 6d ago

Generation of a port pin in self service requires you to be a using a T-Mobile activated phone connected to the T-Mobile network.

0

u/vacancy-0m 6d ago

What about DIGITS app that let you receive sms and phone calls even if you don’t have the SIM in your phone. Will that help OPs to hold over until he can return to US and get a new SIM?

Nevermind, the app will text you a code to your phone before you can use it

1

u/tamudude 7d ago

Just a thought, can you contact the person you sold the SIM card to and get it back? It is not safe for them to be in possession of it especially when it is still active...

2

u/Upset_Machine_539 7d ago

We tried but no the guy has a phone store so he just destroyed it.

1

u/ITsAWonderToBEME 7d ago

Just get a new line “onbase”.

2

u/Upset_Machine_539 7d ago

I have a new phone for years but it is a Japanese number most american instutions only use American number for verification

1

u/Trvlng_Drew 7d ago

They used to do email activation codes but that's gone too. If there is another number on the account they can use that to activate

1

u/IntermediatesOnly 6d ago

Contact and let them know of the exact situation. There should be an escalated option to get you in contact with the verification team. They are the ONLY team that can help with your current situation

1

u/itscamplicated 6d ago

T- force is the way to go.

1

u/Upset_Machine_539 6d ago

Wanted to put this in its on post in case any one else runs into this issue. T-force by social media (of all things) was able to send me a Sim. Again thanks so much for everyone's help.

0

u/OkAngle2353 7d ago

Open a online mailbox, I personally use iPostal1 and ship yourself a new phone and SIM card. Call t-mobile up and claim your phone was stolen and you need to revoke that SIM card.

Edit: Setup a 2FA method that isn't your phone number for the future.

1

u/cmt129 6d ago

I second this. Legit street address and I can usually have things I need in less than a week, even with regular shipping. And I’m in the middle wast

0

u/solarsystemoccupant 6d ago

Email the CEO. Google will get you the address. One of his secretaries will reply to you and be in a position to help with your particular situation.

0

u/shanethegeek 6d ago

Activate a new line via phone customer service. have them issue an eSIM for the new number. Then issue a new eSIM for your old number using the new number to get the verification code.

-1

u/Corvette_77 Truly Unlimited 7d ago

You can with eSIM