Forum Discussion
Can't Make Online Purchases
I've been trying to buy the Galaxy S9 from T-Mobile since the day it was released. I've tried literally every single day on multiple devices and even through the app on my phone, my mom's phone, and my sister's. No matter what I do it always comes up with an "Oops we hit a snag" error and then sends me back to select the phone and payment options after it starts to load the final screen that let's me purchase it. I'm so annoyed at this point that I'm ready to switch to another carrier. Has anyone else had this problem? If so, have you found a solution for it? I've tried clearing my cache, I've tried incognito mode, I've (as I already stated) used several different devices with no luck.
Oh my goodness! You have definitely tried everything imaginable to rule it out as a browser issue. If you are getting this error when trying to upgrade through your my.t-mobile.com account, we are going to need to take a closer look at what is going on at the account level to fix this. If you have not already, please contact us so our care teams can get this sorted out for you.
- Francis60Network Novice
I have been trying to order a couple Otterbox cases for hours on the web and my phone and never get past the shipping page either. This has been going on for over 2 years? WTF?
- KCNNetwork Novice
magenta10625785 wrote:
Glad to see that this is still an issue over two years later.
Same. I suspect it’s to force you to call or go to a store so they can upsell you.
- magenta10625785Network Novice
Glad to see that this is still an issue over two years later.
- scubamare2001Network Novice
I too get the "oops, you hit a snag message." This seems to be a persistent problem with the website. I cannot believe it is specific to my account as suggested above because of the number of people whose account it is suggested it is specific too. Seems to be a shopping cart coding issue.
- jodilee914Network Novice
I am thinking the same thing. I just tried to upgrade 2 phones and got the Oops message. Again. And again. So irritating because this same thing happened a year ago when I tried to upgrade and they did try to charge me a fee for doing it via phone or messaging. Seems awfully fishy. I am wondering how much money T-Mobile has made over this "error".
If it is a scheme, then shame on T-Mobile. If it is a true error, then shame on T-Mobile because it has been over a year and it still is not resolved. I have some phones that I have to continue to pay on so am stuck but I think I am taking the other lines to a different carrier instead of upgrading. This is no way to treat longtime customers.
- magenta10084015Network Novice
Tried to upgrade my phone on the mobile app as well as Chrome - hit the error on both platforms multiple times so far...
- send_me_bitcoinNetwork Novice
This is happening to me. I'm trying to upgrade my phone, and I get pretty far, however I get the "Oops! ..." modal after the Accessories page. The error occurs whether I chose an accessory, or "Skip Accessories" -- I would have bought an accessory just to get this thing to work, but alas, that didn't work.
I looked at the javascript console, the logs suggest there is missing data related to the shopping cart.
- photomatt10Newbie Caller
I was running into that very same issue earlier in the evening. I waited an hour or so while I ate dinner and cooled my jets because I was about to punch a hole in my monitor. At one point, I got an error telling me that I was not eligible for an upgrade... once I was finally able to get back to the payment screen, I used the old zip code. Seemed like a long-shot at the time - shocked it was the thing that was holding me up. I mentioned the issue to the CSR who was helping me via Twitter and asked they look into it and maybe give it a try to troubleshoot this issue. At the end of the day, it appears to be an internal issue with the company they use to process their credit cards.
- wanderlustingliNewbie Caller
I wish I could get to the payment section to see if that works. It won’t let me get passed selecting the phone I want to buy before it says “oops! We’ve hit a snag!”
- photomatt10Newbie Caller
I think I have found a solution to this issue. After dealing with this for 6.5 hours with a retail store, online messaging, telephone CSR's and finally the TMobile Twitter Support team, I tried using an old ZIP CODE while checking out..... and it worked. I moved over a year ago... I used my current address, but changed the ZIP CODE in the billing portion to my old zip, and it worked. I have had the same issue with Chevron gas as well..... my address is current in all of my banking institutions and bills. This was an enormous hassle and waste of time - this needs to be corrected immediately - there is no reason so many people should be having these issues due to a faulty payment services system.
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