Different carriers and phone manufacturers will release new updates to their software from time to time. When a new update is available, you may receive a notification on your phone asking you to download the carrier or software update. Metro by T-Mobile recommends you download these updates; they are important for the best possible customer experience.
If you could access the web and no longer can, or you transferred from another mobile provider and cannot access the web, your APN may need to be reset. Find the Metro by T-Mobile APN settings section of your phone’s settings menu. Here are the APN settings you’ll need for Metro by T-mobile:
Name: Metro by T-Mobile
Proxy: Not Required
Port: Not Required
Username: Not Required
Password: Not Required
Server: Not Required
MMSC: http:// metropcs.mmsmvno.com/mms/wapenc
MMS proxy: leave it blank
MMS port: leave it blank
Authentication type: Not required or just use the default value shown
After updating your APN, don’t forget to reset the phone so the new APN can take effect. If you are still having trouble accessing the web on your phone, visit your local Metro store or call *611 on your Metro phone to speak with one of our phone experts.
The quality of a Wi-Fi phone call is dependent on the strength of the signal and the quality of the Internet router. If the router is older than three years old, your Wi-Fi calling may not have the highest audio quality possible.
When using Wi-Fi calling, it’s important to update your E911 Address inside the MyMetro App. This allows a dispatcher to find you in case of an emergency for which you call 911. Wi-Fi calling won’t work without an E911 Address. Don’t forget to then update the address should you move and use Wi-Fi calling from a different location.
You can also update your E911 Address within My Account.
If you are experiencing issues connecting to data or the Internet on your Metro by T-Mobile device, there are steps you can take to resolve the issue:
If these troubleshooting attempts do not help you restore data or connect to the Internet, take your phone into your local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
If your data seems to be running slow, there are a number of ways you can learn more about or fix this issue.
First you will want to check your data usage in the myMetro application or online in My Account. This should tell you how much of your allotted high-speed 4G LTE data you’ve used for the current payment cycle. If you’ve gone over your allotted amount, your phone still has unlimited data but it will run a little slower.
You can make a one-time purchase of Data Top-Up to add 1GB of high-speed 4G LTE data to your current payment cycle. You should also consider upgrading your plan to include a larger allotment of 4G LTE data. You can buy Data Top-Up or upgrade your plan by visiting your local Metro by T-Mobile store or by calling customer service at 1-888-8metro8 (1-888-863-8768).
If your data meter shows you have remaining high-speed data, you can also try to:
If these troubleshooting attempts do not solve your problem regarding slow data, take your phone into your local Metro by T-Mobile store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
If you are unable to send or receive MMS on your Metro by T-Mobile device, there are several steps you can take to help resolve the issue:
If these troubleshooting attempts do not allow you to send or receive MMS on your Metro device, take your phone into your local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
If you are unable to send or receive SMS on your Metro by T-Mobile device, there are several steps you can take to help resolve the issue:
If these troubleshooting attempts to not allow you to send or receive SMS on your Metro device, take your phone into your local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
If you are unable to make or receive calls from your Metro by T-Mobile phone, there are a number of troubleshooting techniques you can try to resolve this issue:
If none of these techniques allow you to make or receive phone calls, take your phone into your local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
If your Hotspot-compatible Metro by T-Mobile phone is unable to connect to the Hotspot service, there are three things you can attempt to fix the issue:
If these three steps don’t allow your Mobile Hotspot to connect, please take your phone into your local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
When visiting Mexico, your phone may go into roaming mode. If you are unable to send or receive SMS while roaming, try these troubleshooting steps to resolve the issue:
If these troubleshooting steps don’t allow you to send and receive SMS while roaming in Mexico, please take your phone to a local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
When visiting Mexico, your phone may go into roaming mode. You will need the Mexico Unlimited service should you want to make and receive calls in Mexico. If you are unable to do so while roaming, try these troubleshooting steps to resolve the issue:
If these troubleshooting steps don’t allow you to make and receive phone calls while roaming in Mexico, please take your phone to a local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
You’re able to download and add smartphone apps using the Google Play store, the Microsoft App Store, and the Apple App Store, depending on your phone’s operating system. If you have an account with one of these digital app stores but are still having issues downloading apps, try these troubleshooting tips to resolve the issue:
If your issues are with an already downloaded app, try these steps to fix the problem:
If you still experience issues with your smartphone apps after attempting these troubleshooting techniques, please take your phone to a local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
If your Metro by T-Mobile phone has no service and won’t allow you to make or receive calls, there are a few tips and tricks you can try to have service quickly restored:
If you still don’t have service to your Metro phone after attempting these troubleshooting techniques, please take your phone to a local Metro store or call customer service at 1-888-8metro8 (1-888-863-8768) for additional help.
Metro by T-Mobile has live agents, some who are even available to help 24 hours a day, seven days a week. Metro has several phone numbers you can call for help or with questions.
|Customer Service||1-888-8metro8 (863-8768) or dial *611 from your Metro phone||24 hours a day, 7 days a week|
|Make a Payment||1-888-8metro8 (863-8768) or dial *99 from your Metro phone||24 hours a day, 7 days a week|
|Premium Handset Protection – Assurant||1-800-316-2075||24 hours a day, 7 days a week|
Mail your payment to:
Metro by T-Mobile Wireless, Inc.
PO Box 5119
Carol Stream, IL 60197-5119
When contacting Metro by mail for non-payment, mail to:
Metro by T-Mobile Wireless, Inc.
PO Box 601119
Dallas, TX 75360
You can visit your local Metro store for assistance, information on devices and services, or to make a purchase. Use this store locator to find the Metro location nearest you to see its hours of operation. Not all Metro locations can take monthly payments, so you’ll need to specifically visit a Payment Center in order to make a payment.
In order to Bring Your Own Device to a new Metro by T-Mobile mobile plan, you will need to check your phone’s compatibility. The BYOD process requires an unlocked phone with an active phone number.
Learn more about the Number Portability process by clicking on the article below or find your local Metro location to begin the BYOD process.
Wireless Number Portability (WNP) is a free service that allows you to bring your phone number with you when switching phone service to Metro by T-Mobile. To start the WNP process, you’ll need an active mobile phone or landline number. You’ll also need a phone bought at Metro by T-Mobile, or you can bring an unlocked phone to your local Metro by T-Mobile store. Make sure you haven’t cancelled your old service; you’ll need an active phone number to make the transfer. You may also need to take any locked smartphone to your current carrier to have it unlocked. If your phone is unlocked, it means your current carrier doesn’t have any restrictions keeping you from porting your phone number to a new carrier.
To port a mobile phone number typically takes less than 10 minutes, while a landline can take three to five days. Once you set up a Metro account, while waiting for full number portability, you can begin texting and placing calls right away, but your phone may not be able to receive calls immediately.
As a Metro by T-Mobile customer you are able to review your plans, services, payments and data usage within My Account. While all accounts start as basic, there is no cost to upgrade your account. Some information in My Account is only visible to upgraded accounts, which require a billing PIN to set up.
|Available in My Account||Basic Account||Upgraded Account|
|DEVICES & PLANS|
|Device(s) on account||x||x|
|Plan(s) enrolled in||x||x|
|Services added to account||x||x|
|Upgrade your device||x|
|Payment history up to three months||x|
|Make a payment||x||x|
|Set up AutoPay||x||x|
|Unlimited call usage||X|
|High-speed data usage||x|
|Update account information||x|
|Handset and accessory purchase||x||x|
|Search full purchase history||x||x|
If you wish to change your password or account information while logged in to My Account, visit the Profile tab, open your preferences and edit your name, email, or password. If changing your password, you will be asked to answer the secret question before the password will be changed.
If you've forgotten your password:
Once you've logged in using the temporary password, you must update your account with a new password.
The eWallet portion of My Account can be used to save payment methods and to set up AutoPay. AutoPay is a worry-free way to pay for service and never accidentally miss a payment. You can save several credit or debit cards (MasterCard, Visa, American Express). One of your saved payment methods can be used to make automatic monthly payments to your Metro by T-Mobile account. Visit Payments to learn more about saving payment methods and setting up AutoPay.
Customers can benefit from our great device promotions, including instant and mail-in rebates, if it's been more than 180 days from their new device purchase. Customers who are within the first 180 days of a new device purchase can still buy a new phone on the same line of service, but at the full retail price.
When making changes to your phone plan, you can expect your next payment to increase or decrease slightly depending on your new plan. Your payment cycle will not change, and the new plan will take effect at the beginning of your next month of service.
|Where to Make Payment||Details|
|My Account||Log in to My Accountto pay with a credit or debit card (MasterCard, Visa, American Express)|
|Express Pay||Quickly and easily make one-time payments whenever you like|
|myMetro||Use the smartphone app to save and pay with a credit or debit card|
|Phone||Dial *99 from a Metro by T-Mobile phone or 1-888-8metro8 (863-8768) from a non-Metro by T-Mobile phone|
|In Store||Find a payment center where you can pay in person|
|Metro by T-Mobile Wireless, Inc.
PO Box 5119
Carol Stream, IL 60197-5119
Include service account number on check or money order.
You can also consider setting up automatic mailed payments through your bank.
Payments cannot be cancelled once submitted. Regardless of how you make a payment, Metro by T-Mobile will give you a confirmation number, which you’ll want to keep in the event any questions arise around your payment.
AutoPay is a worry-free way to make payments. Metro by T-Mobile will automatically use the saved payment method of your choice to make a withdrawal from your account three days prior to your due date. To set up AutoPay, visit My Account.
If you want to change or cancel your AutoPay, simply sign in to My Account.
You’re able to pay for service several months in advance. Your account balance will show a credit until it’s time to make another payment. We also won’t contact you with payment notifications while there is still a positive balance on your account.
If a payment isn’t made by its due date, services will be suspended. You can reactivate an account by simply making a payment within 30 days of the initial due date. After 30 days, you’ll need to visit your local Metro by T-Mobile store. or call customer service at 1-888-8metro8 (1-888-863-8768) to reactivate your account.
All Metro by T-Mobile accounts work on a monthly cycle, starting with the day service starts. The next payment due date will be set a month after service begins. All lines on a family plan will be due on the same date.
Metro will send a monthly text message to your phone each month to tell you how much your next payment will be and when it is due. You can also find all this information by signing in to or signing up for My Account.
There are several ways to check your balance, including:
Payments can be declined for several reasons, including:
You can visit your local Metro by T-Mobile or call customer service at 1-888-8metro8 (1-888-863-8768) for help making a payment after it’s been declined.
Even when a payment is declined, many credit and debit cards will place a hold on your account because a transaction was attempted. If you received a message that your payment was declined, Metro hasn’t withdrawn these funds from your account. You’ll need to speak with your bank or credit card company regarding how long the hold will remain on your account.
When enrolled in a Metro by T-Mobile Family Plan, each line gets its own My Account login. Each family member can log in and securely save payment methods without other members seeing their payment information.
A single payment can be made for all lines, or each line can be paid individually. All lines of the Family Plan must be paid in full by the due date to keep service active for all phone lines. If one line on the family plan isn’t paid for, the entire account will lose service until the payment is received.
Less than 30 days after deactivation
If an account has been without service for fewer than 30 days, making a payment on the account can allow you to reactivate service. There are a number of places you can go to have service reactivated on a suspended account:
|Where to Reactivate||Reactivation Fee||Get Started|
|In store||Yes||See store locator|
|Phone||No||1-888-8metro8 (1-888-863-8768) or *611 on your Metro by T-Mobile phone|
|Make a Payment Online||No||Express pay|
More than 30 days after deactivation
An account is suspended when payment has not been made after 30 days of deactivation. Your number may no longer be available after those 30 days; you will need to set up new service by visiting a store or by calling customer service.
If you’ve lost your phone or had it stolen and have Premium Handset Protection (PHP), you will need to contact Asurion to determine next steps to have your phone replaced. You can file a claim on the PHP website or by calling 1-888-862-3397.
Metro by T-Mobile can help you to suspend service to your lost or stolen phone. This will prevent anyone from using your phone to make calls, send texts, or use data for any reason. If you’re part of a family plan, suspending service to your phone won’t affect any other lines on your plan.
We want to encourage users to change the passwords on all of their important and private accounts that might be compromised by a lost or stolen phone, including your password to My Account.
If you’ve previously downloaded the Lookout feature, you can use that tool to locate, lock, or even wipe your data off a lost phone.
Metro can also assist you by increasing the security on your My Account, including changing your password to a temporary, system-generated password.
We’re also able to increase the security to your service account so that all changes to the account must be made at the store. Contact Metro for help with your lost or stolen phone by visiting your local store or by calling 1-888-8metro8 (1-888-863-8768).
If you wish to end your Metro by T-Mobile wireless service, you simply need to stop paying for your account. Since Metro doesn’t require service contracts and each payment is for the next month of service, you can simply stop paying for that service.
If you’ve chosen a saved payment method for AutoPay, you’ll need to go into My Account to remove the AutoPay option, otherwise your preferred card will continue to be billed monthly.
Can I activate my phone online?
You can activate online if you are starting a brand-new account. Just visit our online activation tool to get started. The activation tool will walk you through setting up your account, including bringing your number from your current carrier or getting a new phone number, picking a plan, and more.
How long will it take to complete?
It should take only about 10 minutes to complete the activation process.
What if I want to add-a-line or switch to a new phone on my current account?
The online activation tool currently supports creating new accounts only, but check back, as we are always updating our self-service tools.
Can I activate a connected device other than a phone online? (e.g., Tablet, MetroSmart Hotspot, Pet Tracker, etc.)
Connected devices are not currently supported with online activation at this time, but we are working to add these types of devices soon.
Can I bring my number to Metro by T-Mobile using the online activation tool or do I have to get a new number?
You can bring your number from your current carrier or you can choose to get a new Metro by T-Mobile number. If you are bringing your existing number, make sure you have your account number and your PIN number ready. You’ll need that information during the activation process.
If you are switching from Verizon Wireless postpaid service, they require you to get a Number Transfer PIN. To get Verizon’s number transfer PIN, complete the following steps:
Can I reactivate service using a Metro by T-Mobile phone that was previously used on the Metro network?
Yes! You can use the online activation tool to reactivate Metro by T-Mobile service online. Just make sure you have your IMEI and SIM card number(s) before you get started.
Can I bring my own, non-Metro device to Metro by T-Mobile, and activate online?
Bring Your Own Device (BYOD) activations are supported via our online activation tool. Just make sure you have your IMEI and SIM card number(s) before you get started.
Can I change my rate plan at any time after activating my phone?
You can upgrade your rate plan at any time, but an additional balance may be due immediately. If you want to downgrade your plan, the changes will take effect on your next payment due date.
Why does Metro by T-Mobile require me to pay for my first month of service when I activate?
As a prepaid service provider, you pay for your service and any relevant fees up-front. By doing so, there are no surprises when it’s time to make your next payment.
Are there other ways to activate my phone that I purchased online, other than online?
We have our Self Service tool to assist with activation, however, if you are having trouble with your online activation, you can visit your local store (check the Store Locator for hours of operation and the store phone number before you go!) or call Customer Care at 1-888-8-METRO-8 (1-888-863-8768).
Can I purchase both iPhone and Android smart phones online?
Right now, our website supports purchasing select iPhone and Android devices.
Is every phone sold in-store also available for an online purchase?
Currently, not all phones are available online, but we are working to introduce more through our online catalog soon.
Can I purchase refurbished or pre-owned phones online?
Metro by T-Mobile does not sell refurbished or pre-owned phones online.
How do I get promotional pricing on devices?
We offer promotional pricing on devices when customers visit a Metro by T-Mobile store. Check out our Store Locator to visit a Metro by T-Mobile store to take advantage of promotional device offers.
Can I buy a phone and activate it on a rate plan at the same time? Is that the same or a separate transaction?
They are separate transactions. Once you have received your phone, you can activate by visiting our online activation tool or by calling Customer Care at 1-888-8METRO8 (1-888-863-8768).
What method of payments are accepted?
We accept Visa, Mastercard, and American Express credit or debit cards.
How long will it take to receive my online device purchase?
We are currently offering free two-day shipping on all device purchases.
Can I return my phone purchased online in-store?
Returns for online purchases must be done by the return shipping instructions provided, not by going to a store. Please refer to confirmation emails you received regarding your order, or our return policy for full details.
Can I buy your other connected devices (MetroSmart Hotspot, Tablet, etc.) online?
Not at this time, but we hope to have them available for online purchase soon.
UPS typically delivers all Metro by T-Mobile packages within 5–7 business days after the order has been processed. Orders placed before 3:00 p.m. EST on a business day will normally ship the same day, or the next business day if the order is placed after 3 p.m. EST.
UPS delivers Monday through Friday. If you bought multiple items from Metro, they will ship in the same shipment.
If your order has already shipped and you need to change the shipping address, please check options with UPS.
Track your order by visiting the Metro by T-Mobile order-tracking page. This page will give you your tracking number and take you to the UPS.com tracking page. You can simply check back later if a tracking number has not been assigned.
Metro will also send you three emails after your online purchase to help you track the order:
Once you’ve established an active account, you can also track orders by signing in to My Account.
If you’re not 100% satisfied with a purchase, we offer a money-back guarantee with our Return Policy. The product must be returned by mail within 30 days if it was bought online, or returned in store within 14 days if it was purchased in store. It must also meet these criteria:
Learn more by reading the full Return Policy.
All online orders must be returned by mail using the prepaid return-shipping label that was included in your shipping package. There is no fee to return an item, and shipping is included when you use the provided return-shipping label.
Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date. If the device doesn't work properly when you receive it or stops functioning for any reason covered by the warranty, bring your device to a Metro store or authorized dealer. If the problem is deemed to be in warranty, a $20 warranty exchange fee will be charged and a replacement phone will be ordered for you, which can take up to 3 - 5 days. When the replacement phone arrives at the store, it will be held for 14 days for you to come back to the store and make the exchange. After the 14th day, the replacement phone will be sent back. When you pick up the replacement phone, your defective device must be returned to the same Metro location in the same condition it was in when the replacement was ordered.
In all cases, you can also contact the cell phone manufacturer directly to arrange for a warranty exchange. Do not ship the mobile phone to Metro – this will delay the exchange process.
Warranty exchange fees are subject to change. All warranty options exclude exchanged phones that show signs of physical or liquid damage or that are no longer within the manufacturer’s warranty. Metro warranty replacement phones are not guaranteed to be new, nor are you guaranteed to receive the same model or color. If the exact model is not available, replacement will be a similar kind and quality. Color, features, and accessory compatibility are not guaranteed.
Metro by T-Mobile does offer a limited warranty on all Metro-branded accessories, meaning accessories with the Metro logo on its packaging. The warranty is effective for one year starting on the date of the original purchase. It covers all mechanical and electrical problems, except those arising from abuse or tampering.
The defective accessory must be returned for exchange with the payment receipt to the original Metro store where it was purchased. If the accessory was purchased online, it must be shipped back to Metro using the return-shipping label that was included with the accessory.
If your purchase is not a Metro-branded accessory, you will need to check with the product manufacturer for its own warranty policy.
|$40 10 GB of LTE||$50 UNL LTE||$60 UNL LTE|
DVD (up to 480p)
*HD add-on ($10)
DVD (up to 480p)
HD add-on ($10)
DVD (up to 480p)
HD add-on ($10)
|Hot Spot not included||5GB Hot Spot Included/ Line||15GB Hot Spot Included/Line|
|Google One included||Google One included|
|Amazon Prime Included|
Up to five family members can combine their phone lines into a Metro by T-Mobile family plan. The add a line rate is $30 per line.
The family plan is available with features on the primary line associated with the $40, $50, and $60 features.
The $40 rate plan includes unlimited talk, text, and data, with up to 10 GB at 4G LTE speeds. The $50 and $60 4G LTE rate plans include unlimited data, talk, and text. Whenever you are in an area with 4G LTE data available, your phone will connect you to the data network and you can browse, stream, and download using the high-speed data connection.
On all plans, during congestion users >35GB/mo. may notice reduced speeds due to prioritization. Video streams at 480p.
Even with high-speed 4G LTE, the time it takes to download or upload a file will vary based on your location, your phone’s processing power, memory, number of users on the wireless mobile network, server speed, etc.
If you want additional high-speed data in the middle of a cycle for a non-unlimited rate plan or for hot spot, visit your local Metro by T-Mobile store, or call *611 from your Metro phone to add extra 4G LTE data.
All Metro by T-Mobile Plans include these features designed to help you make the most of your high-speed data:
The $40 rate plan includes:
Plans will include these features and many more. Learn more about Metro by T-Mobile features by visiting Troubleshooting Features.
What is Amazon Prime? A Prime membership gives you the best of shopping and entertainment. Prime members get fast, free delivery on over 100 million items, even free same-day, one-day and 2-hour delivery on some items (available in select cities). Prime also includes streaming of thousands of popular movies and TV shows. Members can watch award-winning Prime Originals, and even add channels like HBO or Showtime. Membership also includes millions of songs that can be streamed on the Amazon Music app or on your Echo simply by asking Alexa. You can learn more about these and other benefits by visiting www.amazon.com/prime.
What are my Prime membership benefits? Members can enjoy the following Prime benefits:
Shopping: Find constant deals on hundreds of thousands of products, including exclusive deals for Prime members with fast, FREE shipping on over 100 million items and flexible delivery options to fit your life.
For a more detailed list of Prime benefits, please visit: https://www.amazon.com/gp/help/customer/display.html?nodeId=201910360
Which mobile apps should I download to enjoy my Prime benefits on the go? You can download the following mobile apps from the App Store or Play Store:
How do I get Amazon Prime from Metro by T-Mobile? You must sign up for Metro’s new $60 Unlimited rate plan. Upon activation of your new rate plan, Metro will send you a text where you will be redirected to Amazon to create your Amazon account and activate the Prime membership. If you no longer have the text and need to register, go here.
How long do I get access to Amazon Prime? As long as you are on the new $60 unlimited rate plan with Metro, they are covering your access to Prime and you do not need to pay anything additional for your Prime membership.
What happens to my Amazon Prime account if I eventually change my mobile carrier or plan? If your mobile service is no longer through Metro or you leave the qualifying service plan for a different plan that does not offer Amazon Prime, your Prime membership will be automatically cancelled. In order to continue your Prime membership, please visit www.amazon.com/amazonprime, sign in using your Amazon credentials and sign up directly through Amazon Prime to continue enjoying the same benefits.
Can I share my Prime membership benefits? Yes. Sharing benefits through Amazon Household requires both adults to link their accounts in an Amazon Household and agree to share payment methods. Each adult keeps his or her personal account while sharing those benefits at no additional cost. To set up an Amazon Household, go to the Amazon Household main page.
What if I already have a Prime membership? To learn more about how to take advantage of the offer, go to www.metrobyt-mobile.com/manageamazonprime.
How do I cancel a Prime membership that is activated through the Metro new $60 Unlimited rate plan offer? Prime is included as an option with your new $60 unlimited rate plan. If you wish to cancel your Prime benefit, please visit the 'Manage Your Prime Membership' page here.
What happens to my Amazon Prime benefit if my Metro by T-Mobile account is suspended? If your Metro account is suspended for more than 24 hours your Prime benefits will also be suspended. Once you make your monthly Metro service payment your Prime benefits will start again within 24 hours.
What happens to my Amazon Prime benefit if my Metro by T-Mobile account is canceled? If you do not make your Metro service payment in a timely fashion and your account is canceled, you will also lose access to your Prime benefits. Your Prime benefits will start again when you pay for your Metro service and reactivate a qualifying plan.
I did not receive a verification code when trying to register for the Amazon Prime offer? You can request a new verification code by going here. If you are still having issues receiving a verification code, please contact Metro customer care at 1-888-863-8768. Note: In order to receive a verification code, you must be on a qualifying rate plan.
How do I check to see if my Prime membership is Paid for by Metro plan? You can visit the ‘Manage Your Prime Membership’ page here, where your current method of payment will be indicated near the top left of the page in the Billing section. You can also check with Metro through their Customer Support to see if Amazon Prime is a part of your rate plan.
How do I contact Metro customer support? Find a local store or contact Metro Customer Care by dialing 1-888-8METRO8.
How do I get support for Amazon Prime? You can visit the Amazon Prime help page here.
What is Twitch Prime? Twitch Prime is a premium experience on Twitch, the live streaming video service that’s popular among gamers. Twitch Prime includes free games every month, in-game content for some of the most popular games, a Twitch channel subscription every 30 days at no additional cost, exclusive emotes, and chat badge. Learn more here.
How do I sign up for Twitch Prime?To take advantage of Twitch Prime benefits, you must link your Amazon account with a Twitch account. Go to https://twitch.amazon.com/prime and click the “Try Twitch Prime” button for additional instructions.
If your Internet isn’t working, you’ll first want to make sure that you are currently within the Metro by T-Mobile service area.
Also check to make sure your data is turned on in your phone settings.
If you still can’t access the Internet, we recommend turning your device off and back on again – often resetting the device in this way will help it connect to the Internet.
Data Maximizer is a feature included in all Metro by T-Mobile data plans. It helps Metro smartphones run more efficiently. Learn more about Data Maximizer on the Metro Plans page. You can turn off Data Maximizer to allow for highest quality of video available by purchasing the HD video service.
What is Google One? Google One is a new, shareable subscription service that helps users get more out of Google - with expanded storage, direct access to experts, and members-only benefits across Google. In addition, eligible Metro by T-Mobile customers get the added benefit of automatic mobile backup, which securely backs up their Android device’s photos, videos, and multimedia messages sent via Android Messages.
Access Google One through one.google.com or by downloading the Google One app from the Play Store. [Note: at launch, mobile backup can only be enabled by downloading the app for Android devices only]
What's the price? If you’re on an eligible Metro plan, the cost of a 100GB Google One subscription is included in your rate plan at no extra cost with options for more storage. Same as with Drive storage, additional plans can be purchased month to month like with most other subscription products. Currently, for Metro to cover the cost of the Google One membership you must activate your membership within the Google One app from an Android device.
How can I pay for Google One? If you’re on an eligible Metro plan, the cost of a 100 GB Google One subscription is included in your rate plan at no extra cost.
What if I have an iPhone? Currently, in order to have Metro cover the cost of a Google One membership, you’ll need to activate it on an Android device by downloading the Google One app.
Do I have to get the app? You will need to download the Google One app from the Play store and sign in to a Google account to register and set up mobile backup. Once you’ve set up your membership, you have the option of accessing your Google One member benefits at one.google.com or through the app.
How much storage do I get free today? Every Google Account has 15GB of free storage shared across Google Drive, Gmail, and Google Photos.
How is Google One different from Drive? Google One subscriptions come with storage that can be used across Google Drive, Gmail, and Google Photos (for Original quality photos). Drive works exactly the same way as it always has. The difference is that with Google One, you get more storage and additional benefits (access to experts, benefits, other exclusive features to come) and can share these, along with storage, with your family.
I'm a Drive user - how does this impact me? All paid consumer Google Drive storage plans have been upgraded to Google One. This change doesn’t affect GSuite business customers. There are no changes to our free storage plans with Google - Google One is an upgrade to our paid consumer storage plans.
The way you use Drive to store and share files doesn’t change. The same goes for Google Photos and Gmail. Google One is a new plan to manage your paid storage and get access to benefits.
What counts against my storage quota? See here for what counts against your storage quota. For Google Photos, you have unlimited free storage for High quality photos, but Original quality (full resolution) photos will count against your storage quota. Learn more about photo upload quality here.
What happens to my free storage (15GB) when I get Google One? Free storage will be counted as part of the new total quota. For example, if someone had 15GB and they upgraded to a 100GB plan, their new total storage will be 100GB (this is the same as with current Google Drive individual paid plans). For family members that are added in a plan, users keep their 15GB free storage, and only start using storage from the shared plan once they exceed the free quota.
What happens to my Google One account if my Metro account is canceled?
You'll still have all your Google One benefits for 7 days. After 7 days, you and your family members (if family sharing is enabled) will lose access to your additional storage, extra member benefits and Google experts. Each person will keep their default 15GB of free storage. If you're using more than 15GB of storage, all your files will stay safe, but you won't be able to store anything new. Learn more here.
How much storage am I using now? (as a non-Google One member) Go to https://drive.google.com/settings/storage to see your current storage usage across Drive, Photos and Gmail.
What happens to my mobile backup when I exceed my storage limit? Once you start running out, you’ll receive a notification flagging you are about to run out of storage. If you exceed your storage limit, your phone stops backing up, but you can still access your most recent backup and use it to restore a new device. In either scenario, you have the option to clear storage space, or you can upgrade your Google One storage allotment through the myMetro app or Metro Customer Care by dialing 1-888-8METRO8.
What is Google One automatic mobile backup? Google One automatic mobile backup, is a “set it, and forget it” backup feature for certified Android devices offered as part of a service plan from Metro™ by T-Mobile. Google One automatic mobile backup stores your Original quality (full resolution) photos, videos, and MMS messages safely in the cloud. WIth the Google One app, you are also able to see the status of Android Backup, which ensures your contacts and settings are backed up as well.
Who is automatic mobile backup available to? Google One automatic mobile backup will be available to Metro customers on the new $50 and $60 dollar plans who download the Google One app on their Android phones.
Does mobile backup cost extra? No. It is included in the cost of your eligible Metro plan when you have an active Google One membership.
How does backup impact my storage? Your backed up Original quality (full resolution) photos, videos, and MMS will count against your storage quota that you get through Google One.
How does Google One automatic mobile backup work with Android Backup and Restore? Google One automatic mobile backup, works with Android Backup & Restore to back up your Original quality (full resolution) photos, videos, and MMS messages safely in the cloud.
How does Google One automatic mobile backup differ from Drive Backup and Sync? Google One is for backing up your mobile device, while Backup and Sync is for backing up your computer, camera and SD Cards.
Doesn’t Google Photos already back up? Is Google One replacing Photos? Google Photos still works the same way - you can backup, access, and share your photos and videos. Same as before, you have unlimited high quality (reduced file storage), whereas Original quality (full resolution) counts against your storage.
Google One gives you:
How do I back up my phone? In the Google One app, click on the backup card. Toggle both switches next to Photos and Messages. When you go back to the home screen, you should see either “Backup On” or “Backup Complete” along with a green cloud icon. This means you’ve successfully set up backup.
How do I restore my phone? In the Google One app, you should see a “Restore Available” card on the home screen. Clicking ‘Restore Backups’ will take you to restore screen, where you will be able to see the options of what to restore. Click on ‘Restore’ next to Photos & Videos, and then next to Multimedia messages. You will see a notification at the bottom confirming both are restored. After the restore is complete, you’ll see the option to Restore be greyed out.
Can I restore using the Android Setup Wizard? If your new Android device is running Android Pie or higher, you are a Google One member, and you have your phone backed up, you will see a prompt within the Android Setup Wizard to restore your Original quality (full resolution) photos and videos, as well as MMS messages.
I’m having problems backing up or restoring my phone. Contact a Google expert by using your Google One app, or Metro Customer Care by dialing 1-888-8METRO8 for any issues backing or restoring your phone. You can also seek assistance in your nearest Metro store.
What is a Google expert? Google One introduces direct access to Google experts for members to ask questions and get help troubleshooting on all consumer Google products and services. With just one tap, members will be able to connect directly with a Google expert via phone, chat, or email (note that business products like GSuite and non-Google products are not covered)
What member benefits do I get with Google One? Google One offers Google Play credits and preferred pricing on select hotels found in Google Search - more is coming. For specific questions about the latest benefits and how to use your benefits, talk to a Google expert or access the Google One help center.
How many people can I share Google One with? You can share your Google One membership with up to 5 family members (so 6 people in total, including yourself) in the same country who have a Google Account. Whoever first subscribes to Google One can decide if they want to share with existing family group (it’s opt-in, not mandatory).
Are there restrictions on who I can share it with? Anyone can create a family with Google following the restrictions of the Google Families Terms of Service. The family manager will decide who is in the family group and manage the members, and will set up & manage the family payment method. The family manager is responsible for all purchases made using the family payment method.
Does it cost more to share with my family? No.
What am I actually sharing? All Google One members can share the benefits with their family group. This includes: Storage: Once a Google One membership is shared with family, the amount of storage tied to the membership is shared among the family group. Each individual's storage usage (after first 15 GB) is counted towards the overall cap. ex. If a family has the 100 GB plan, all members use their personal 15 GB before dipping into the 85 GB shared pool. Family members can use as much of the available storage as they want. If any family members have individual plans, or promos, storage will be counted against those quotas before counting against the family group quota. Every member of the family group can access support and benefits. For one-off benefits such as Play credits, they will be used on a first come first serve basis.
Note: children under 13 (or the applicable age for your country) will not have access to support or be able to redeem benefits.
Does sharing my Google One membership mean that they will be able to see all my stored stuff? No. While Google One allows you to share your storage plan with family members, this doesn't give them access to files in your Drive unless you specifically share a file or folder with them. Learn more about sharing Drive files here.
How do I know my information is safe with Google? Security is and has always been a top priority for us. All Google services, including Google One, are protected by advanced security infrastructures. Your files, emails, and photos are stored safely on our servers. Learn more.
Metro by T-Mobile includes 4G LTE Mobile Hotspot on many of our data rate plans. Any smartphone with a qualifying Metro high-speed data plan can turn on the Hotspot feature and connect other devices and laptops to the Internet using the Metro by T-Mobile data signal.
Consider purchasing extra data if you run out of your allotted hot spot high-speed data. You can do a one-time boost or increase your data allotment monthly. Visit your Metro by T-Mobile location to add extra data.
Thanks to Music Unlimited™, customers can stream from more than 40 music services, like Apple Music™, Spotify, and Pandora, without using high-speed data.
This feature is included in our $40 rate plan at no extra charge. Learn more about Music Unlimited™ on the feature detail page.
All Metro by T-Mobile phone plans include Wi-Fi Calling. This feature allows you to place and receive calls to your Metro phone using a Wi-Fi signal rather than our wireless mobile network To use Wi-Fi calling, you’ll need to go into your phone’s settings and turn on the service.
If you leave the Wi-Fi area while on a phone call, it may disconnect the call and your phone will revert back to our wireless mobile network.
Most Metro by T-Mobile phones come with MetroWeb already loaded – this application is a web browser that allows customers to search the Internet and visit web pages. Users can access MetroWeb inside the Metro Coverage Area.
If you’re having issues accessing the web, visit our related Troubleshooting section and click on the second link on the list titled "Web Access issue from APN address."
All Metro by T-Mobile smartphones are preloaded with the free MetroZONE app. It includes helpful and up-to-date information like weather forecasts, sports scores, and current gas prices. MetroZONE also includes a feature called My Metro (read about it here) where you can adjust your privacy settings.
If you didn’t buy a Metro phone but still want MetroZONE, you can download it from the Google Play store.
MetroZONE does use a very small amount of data to load and display content, but it only loads content when users open and interact with the application. Data usage is entirely based on how much you use MetroZONE.
myMetro is a free smartphone app that comes preloaded on all Metro by T-Mobile phones. It gives you the power to manage your service directly on your phone, including:
If you ported a device to Metro, myMetro will not have been automatically loaded to your phone.
Download myMetro from the Google Play store.
Download myMetro from the Apple store.
Call Forwarding allows you to send calls from your cell phone to any local number. You can purchase this service at My Account. You can activate, check the status of, and cancel the different types of call forwarding within your phone settings.
Is Caller Tunes subscription available for purchase?
Effective 4/24 the Caller Tunes service is no longer available for new enrollments. Customers that have Caller Tunes will be allowed to keep the service, but if Caller Tunes is removed from your plan you will not be able to repurchase the service.
Will the Caller Tunes app still be available?
Yes, the Caller Tunes app is still available for download in your appropriate app store.
Will I still be able to move the Caller Tunes from my phone to a new phone?
Yes, Caller Tunes are attached to your phone number, not your mobile phone. The Caller Tunes service plays over the mobile carrier network when someone is calling you.
If I remove the Caller Tunes service from my plan, will I be able to add it back at a later date?
No, effective 4/24 the Caller Tunes service is no longer available for new enrollments. Customers that have Caller Tunes will be allowed to keep the service, but if Caller Tunes is removed from your plan you will not be able to repurchase the service from Metro by T-Mobile.
I’m having problems with my Caller Tunes service since it was discontinued; who should I contact for help?
If you experience problems with the Caller Tunes service, please contact Customer Care by calling 611 or 1-888-8-METRO-8 (1-888-863-8768).
Canada Unlimited™ gives you the opportunity to make phone calls to and from Canada. The service includes unlimited calling to mobile phones and landlines, as well as unlimited text messaging.
Customers can send text messages from the Metro by T-Mobile coverage area across the globe using International Text Messaging, part of the $5 Value Bundle. You’re able to text to phone numbers from participating international wireless carriers. Take a look at the countries that can be reached with International Text Messaging.
Lookout Mobile Security® Premium helps to protect your phone and data with features like:
Learn more about Lookout Mobile Security® Premium.
If you already have Premium Handheld Protection (PHP), Lookout Mobile Security® Premium is included at no additional charge. Otherwise, you’ll need to search for and install the service from the Google Play store
Mexico Unlimited® gives you the opportunity to make phone calls to and from Mexico. The service includes unlimited calling to mobile phones and landlines, as well as unlimited text messaging.
To give our customers the best experience, we’ve partnered with Assurant to provide you with Premium Handset Protection® (PHP), a comprehensive mobile protection plan that covers against loss, theft, accidental damage (including water damage), and out-of-warranty malfunction. In most cases, PHP can help replace your phone the next business day.
PHP is only available for new phones purchased at Metro by T-Mobile, not a phone you are bringing to Metro, and can be purchased within the first seven days of activation.
You can submit a claim anytime online or submit a claim to an Assurant representative by phone 24/7 when you call 1-800-316-2075.
Why must I purchase the Select Shared Calling service for calls to conferencing, chat, radio broadcast and other similar numbers?
Our unlimited talk and text plans are for direct communication between two people. Calls to other types of services like chat lines, conference calls, radio broadcasts, and others aren’t always included. If you dial a number to these select numbers, you’ll hear a message letting you know that you must have the Select Shared Calling service to complete the call. You can add the feature for only $3 per month which will provide 300 minutes of Select Shared Calling. If you need more minutes, you can get 1000 minutes of Select Shared Calling for $10 per month.
Do conference lines that I use for work require the Select Shared Calling service?
Most conference lines provided by employers will not require the Select Shared Calling service. You’ll hear a message before the call is connected for services that require the Select Shared Calling add-on.
What if the number I am calling is not one of those types of services?
If you have any questions, or think we have made a mistake, you can call customer care by dialing *611 from your Metro by T-Mobile phone, or at 1-888-863-8768.
Voicemail to Text is part of the Metro by T-Mobile Scam Shield Premium. You can learn more about the Scam Shield Premium or add the service through My Account.
Once you’ve added the Scam Shield Premium, you can set up Voicemail to Text by following these steps:
You can select to have voicemails sent as either emails or text messages. Voicemail to Text automatically transcribes any message 60 seconds or less and sends it to you. The service transcribes up to 480 characters, which can be emailed to you with an audio recording of the message. If you choose to receive Voicemail to Text by text messages, the message may be split into multiple text messages if it is longer than 160 characters.
Customers typically receive a converted message within one minute of the voicemail being left. If you decide to turn off Voicemail to Text, it will not delete the original audio voicemail or the converted message. You can turn off Voicemail to Text within My Account.
World Calling makes it possible for you to talk and text to and from several countries around the world. It can be added to selected rate plans through My Account.
With World Calling, you can call several international destinations included in the service from anywhere in the Metro by T-Mobile home coverage area. It also allows you data, talk, and text while traveling outside the U.S.
A signal booster is a device that helps to extend the cellular coverage footprint in areas of weak or poor coverage.
To ensure signal boosters are not interfering with cellular coverage the FCC has mandated signal boosters be registered with carriers. Additionally, users are required to register their boosters prior to use. All carriers allowing the use of signal boosters on their network must provide a registration system so consumers can register the address of where the booster is used. Registration must be made available by March 1, 2014. The carrier can then use this information when troubleshooting network issues. In the event a booster is causing problems on the network registration helps carriers identify and locate the booster. Registration helps to protect consumers and carriers by streamlining network troubleshooting ensuring a positive signal experience.
If you are a Metro by T-Mobile customer who received a booster, you are already registered to the address where the device was shipped. If you purchased your own booster or have moved from the original, access the Signal Booster Registration Tool.
Is Metro now owned by T-Mobile?
Actually, T-Mobile has been the parent company of Metro since 2013. So, our customers have been enjoying the T-Mobile network since then.
Do I as a current customer need to do anything?
Customers have the option of doing nothing and will continue to receive the same great service they have enjoyed from Metro. And now, customers have the choice to change to our new plans featuring unlimited high-speed data all month long, streaming video, cloud storage and more if they want to.
Can I transition to a new plan? If so, how?
Definitely. Please review our new rate plans here or head to the nearest Metro by T-Mobile / MetroPCS location. If one of our new plans is a better fit for your current needs we are happy to help you make the transition.
So, will I continue to go to MetroPCS stores to get Metro by T-Mobile?
Yes, of course! We are here to help in our 10,000+ locations around the U.S.
Will my phone still work? Do I need a new SIM card?
No need to get a new phone or SIM! You and your phone will still enjoy the great Metro network powered by T-Mobile.
Can I still pay my bill the same way?
Yes, you can pay your bill using any of the options you did before.
Can I purchase Metro services from a T-Mobile store?
No. Only Metro stores (MetroPCS locations) service Metro customers.
Are there any major changes to the MetroPCS stores?
MetroPCS stores will be updated internally to reflect all of the new changes inside the company, however it will take us some time to change the names on the outside of our locations. Please continue to visit MetroPCS stores with confidence.
Will network coverage be affected?
Not at all! You’ll still get the same great coverage you’ve always had.
Is there anything I should do to get on the T-Mobile network?
We took care of it for you, no need to make a change, simply keep using your service the same as before and enjoy the power of the T-Mobile network.
What will this mean to the phone selection available from Metro?
We have many incredible phones coming to our line up over the next few months! Check www.metrobyt-mobile.com/phones for details.