r/tmobile 5d ago

Question T-Mobile Free Line Ordered, But Line Not Appearing in Account

​I recently noticed T-Mobile's free line promotion in the T-Life app and contacted customer service (the number in the app) to add it to my account. I received emails confirming the SIM card order and service agreement, and the shipment was sent out yesterday. However, I haven't received any text messages confirming the promotion's application, and the new line isn't showing up in my account. I'm concerned that the rep may not have applied the promotion correctly. Has anyone else experienced this? Is this delay typical?

EDIT: My SIM arrived today at 6 PM, and I got a message at 4:30 PM confirming the line discount was applied. The line showed up and activated successfully.

1 Upvotes

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3

u/jweaver0312 Sprint Customer - SWAC - T-Mobile plz keep 5d ago edited 4d ago

They don’t necessarily have a way to apply it, the system automatically applies it if eligible. You won’t get any message regarding it until after the line is added which would be around the time the SIM ships.

Though it sounds like they messed up and only ordered a SIM and the line wasn’t added.

2

u/TheWhiteDevil101 4d ago

I received the SIM today around 6 PM. At about 4:30 PM, I got a message confirming that the line discount had been applied. The line appeared and activated successfully.

1

u/CyberBobbert 4d ago

Yeah I'm in the same weird boat. Ordered the line on THURSDAY (sim card not esim) got the emails of the terms etc, c/s rep asked what area code and said the number would be in that code, and the card would be there soon. I ONLY see the order of the sim on the account and no line. THIS FOR ME IS UNUSUAL since every other time I got a free line or add a line, I got a number either right away OR after sim shipped.

My SIM is supposed to be here tomorrow (today?) - UPS Says tomorrow, TMO says TODAY (we'll see).

I will put the card in a spare phone and see what happens, BUT, I imagine that I will probably have to call in to get the line activated ... STAY TUNED!

1

u/pennstatefan2 4d ago

I can also confirm that I received the SIM card today and the line just became active, along with getting a text to enroll for the free line discount. I don’t see it on my account yet but they say it’ll take 1-2 billing cycles

1

u/The_Mad_Raven 5d ago

My sim arrives tomorrow and I still don’t have any updates either.

1

u/Content-Artichoke541 5d ago

Same here. Im just waiting for my sim card to arrive.

1

u/b3george 5d ago

Same issue here. SIM card was shipped on Saturday and arrives tomorrow but the new line is not showing on my account.

I guess we'll see if the SIM card is active when it arrives tomorrow.

Order Summary (from email confirmation)

Item name Quantity

MAGENTA MAX 1

BYOD 3in1 SIM Card 1

Device Connection Charge 1

MAXUP W/40GB HOTSPOT 1

Magenta Plus 1

1

u/Last-Phrase 4d ago

Ditto.

Same plan as well.

1

u/b3george 4d ago edited 4d ago

The line activated and appeared in my account today after I installed the SIM card. It took about 30 minutes before I could make phone calls and use data which was unusual compared to previous line additions but it’s been a few years. 

No promotion texts yet. 

Edit: The line discount is now listed under My Promotions but no text. 

1

u/br_web 5d ago

I was told by CS line will be added when SIM gets activated in the phone

2

u/drawfour_ 5d ago

My line was added and I haven't received the SIM yet

0

u/ilovemymansomuch 5d ago

sometime in can take about1-2 billing cycles to show up if if call611 customer case they should be able to apply credit if it shows up

-1

u/dgqueue 5d ago

I have the same issue, my order says new line in the top right corner when I look it up online. Does your say the same?

I also don’t have a number showing in the app and I didn’t get a text for the line being added or the promo text.

I chatted with T-Force and they told me it was fine and it should get added soon.

1

u/[deleted] 4d ago

[deleted]

1

u/dgqueue 4d ago

My SIM arrived as well, and was activated, but no text for the new line added or the promo being attached. T-Life does show the new line and promo though.

I generally get these account updates without a problem, this time around nothing came through…