Metro by T-Mobile Customer Service: Billing and Account Help

Metro by T-Mobile customer service assists customers with prepaid account payments, AutoPay, plan changes, device activation, SIM and eSIM problems, account PINs, number transfers, phone unlocking, lost or stolen devices, network issues, handset-protection claims, store complaints, and unauthorized account activity.

Metro by T-Mobile was formerly known as MetroPCS and is now a prepaid wireless brand owned by T-Mobile. Customers can receive help by telephone, through My Account, in the myMetro app, through online support, or at a Metro store.

Metro by T-Mobile Customer Service Help by Issue

• Billing or payment problem: Call customer service, dial *611 from a Metro phone, or review payment history through My Account.
• Make a payment: Pay online, use the myMetro app, call the main number, dial *99, or visit a Metro store.
• AutoPay problem: Review the saved payment method and upcoming payment date through My Account or the app.
• Forgotten account PIN: Use the Reset Account PIN option and complete verification through a one-time code and security questions.
• Unauthorized account changes: Call Metro immediately and change the account PIN, security questions, and email credentials.
• SIM-swap or port-out concern: Add SIM Change Protection and Port Out Protection through the account-security settings.
• Transfer a number away from Metro: Request a transfer PIN through the myMetro app and do not separately cancel service before the transfer completes.
• Activate or change a phone: Use Metro’s online activation tools, My Account, the myMetro app, customer service, or a Metro store.
• Unlock a Metro phone: Confirm that the device has been active for at least 365 days and has not been reported lost, stolen, or blocked.
• Lost or stolen phone: Suspend the line immediately and file a protection claim when eligible.
• Device return: Review Metro’s 14-day return period and the separate rules for store and online purchases.
• Network or call problem: Restart the device, review coverage, check account status, and contact support with the location and error details.
• Store complaint: Retain the receipt, identify the store and dealer, and escalate unresolved concerns through Metro customer service.

How to Contact Metro by T-Mobile

• Metro by T-Mobile customer service: 1-888-863-8768, also written as 1-888-8-METRO-8
• Customer service from a Metro phone: Dial *611
• Make a payment from a Metro phone: Dial *99
• Premium Handset Protection claims: 1-800-316-2075
• Premium Handset Protection website: File or manage a Metro protection claim
• Metro Support Center: Metro online support
• Contact Metro: Metro contact options
• My Account: Manage a Metro account
• EasyPay: Make a Metro payment without signing in
• Store locator: Find a Metro by T-Mobile store
• Order tracking: Track a Metro order
• Official website: MetrobyT-Mobile.com

Metro and T-Mobile Customer Relations mailing address:
T-Mobile Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380

T-Mobile US corporate headquarters:
T-Mobile US, Inc.
12920 SE 38th Street
Bellevue, WA 98006-1350

The Bellevue address is T-Mobile’s corporate headquarters. Ordinary Metro payments, account questions, device concerns, and service complaints should begin with Metro customer service rather than the corporate office.

Metro’s current contact page does not publish one universal set of live-agent hours covering every department. Hours may vary for general care, stores, handset-protection claims, and specialized services.

Metro by T-Mobile Payments and AutoPay

Metro is a prepaid wireless service. Customers generally pay in advance for the next service period rather than receiving a traditional monthly bill after service is used.

Payment options include:

• EasyPay without signing in
• My Account
• The myMetro app
• AutoPay
• Calling 1-888-863-8768
• Dialing *99 from a Metro phone
• Visiting a Metro store or authorized payment center

Fees may apply when paying by telephone, through a representative, or at certain stores and payment centers. Online self-service payments are normally the least expensive option.

How to Set Up Metro AutoPay

Through the myMetro app:

1. Open the app and sign in.
2. Select Payments.
3. Enter or select a payment method.
4. Select Turn on AutoPay.
5. Review and confirm the authorization.

Through My Account:

1. Sign in online.
2. Select Pay Now.
3. Enter the payment details.
4. Select Use this card for AutoPay.
5. Accept the terms and submit the payment.

Metro states that AutoPay generally processes three days before the next payment due date.

Metro AutoPay Problems

Customers may contact Metro because:

• AutoPay did not process.
• The wrong card was charged.
• A payment processed after AutoPay was canceled.
• A discount was not applied.
• A card was charged more than once.
• Service was suspended despite a completed payment.

Before contacting support:

• Review the account payment history.
• Confirm whether each transaction is pending or posted.
• Check the AutoPay enrollment status.
• Verify the due date and payment date.
• Confirm that the payment card has not expired.
• Save the bank confirmation and Metro payment receipt.

Duplicate or Missing Metro Payments

A duplicate-looking charge may consist of one completed payment and one temporary authorization.

Ask Metro to confirm:

• Whether both charges were received
• Whether one transaction is only pending
• Which service period the payment was applied to
• Whether another Metro account uses the same card
• When a correction or credit will appear

Keep bank records and Metro confirmation numbers until the issue has been resolved.

How to Dispute a Metro by T-Mobile Charge

Metro’s terms instruct customers to report billing questions or disputed charges through the website, by calling customer service, dialing 611 from a Metro phone, or writing to Customer Relations.

Start by calling 1-888-863-8768.

Explain:

• The date of the charge
• The amount
• The product, plan, device, or add-on involved
• Why the charge is incorrect
• Whether a store employee or phone representative added the service
• The specific correction requested

If telephone support does not resolve the dispute, submit a written complaint promptly.

Metro’s current terms generally require written notice of unresolved account or charge disputes within 60 days of first receiving the disputed charge, unless another law or rule provides a different deadline.

Written billing disputes:
T-Mobile Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380

Include copies rather than originals of receipts, payment records, screenshots, store documents, and previous support correspondence.

Metro Prepaid Refund Policy

Metro’s service terms generally state that prepaid service charges are non-refundable, including unused service remaining after cancellation.

This means that stopping service in the middle of a paid period does not normally create a prorated refund.

A billing correction may still be appropriate when:

• The payment was unauthorized.
• Metro charged the account more than once.
• A service or device was added without permission.
• The account was charged after an eligible cancellation or port-out.
• A promised account credit was not issued.

How to Cancel Metro by T-Mobile Service

Because Metro is prepaid, there may not be a traditional contract-cancellation process for ordinary monthly wireless service.

Depending on the situation, a customer may:

• Turn off AutoPay and stop making payments for the next service period.
• Transfer the phone number to another carrier.
• Call customer service to close or change the account.
• Cancel individual lines, add-ons, protection plans, or connected-device service.

If payment is not made, service may be suspended and eventually canceled.

Before allowing the account to close:

• Download important account and payment records.
• Transfer any telephone number you want to keep.
• Cancel AutoPay.
• Cancel handset protection and other optional services.
• Check whether tablets, watches, or home internet lines remain active.
• Remove saved payment methods when appropriate.

Do Not Cancel Before Transferring Your Number

When moving a Metro telephone number to another carrier, keep the Metro line active until the transfer is complete.

Canceling the line first can cause the number to be lost or make the transfer more difficult.

Once the number successfully ports to the new provider, Metro states that the service connected to that number is terminated.

How to Get a Metro Transfer PIN

A transfer or port-out PIN is different from the regular Metro account PIN.

To request a transfer PIN through the myMetro app:

1. Open the myMetro app and sign in.
2. Select the Manage tab.
3. Select the line being transferred.
4. Select Manage This Line.
5. Select Request a Transfer PIN.
6. Complete the required one-time verification.

The new carrier will generally need:

• The Metro account number
• The telephone number being transferred
• The transfer PIN
• The account holder’s name and address

Do not provide a transfer PIN to an unsolicited caller or someone claiming to offer a special promotion.

Metro Port-Out Protection

Port Out Protection can restrict a telephone number from being transferred until the protection is removed.

This feature can help prevent a criminal from transferring the number and using text-message verification to access bank, email, social-media, and financial accounts.

If a legitimate transfer is blocked, sign in to the Metro account or contact customer service to review the protection.

Metro Account PIN and Login Help

Metro accounts use a 6- to 15-digit numeric account PIN.

The PIN is used to:

• Verify account ownership
• Access customer service
• Make certain account changes
• Change a device or SIM
• Generate a transfer PIN
• Update the account address
• Manage security protections

Metro does not allow easily guessed PINs based on:

• The account telephone number
• The account number
• A date of birth
• A Social Security number
• Repeated or sequential digits

How to Reset a Metro Account PIN

1. Open the Metro My Account login page.
2. Select Reset Account PIN.
3. Request the one-time code sent by text message.
4. Answer the account security questions.
5. Create a new 6- to 15-digit PIN.
6. Confirm and save the new PIN.

If the telephone cannot receive the verification code, call customer service or visit a Metro store with identification and account information.

Metro Account Email or Telephone Number Changed

Sign in and update the profile when possible.

If you cannot sign in:

• Try the Reset PIN process.
• Check whether another line on the account can receive the code.
• Call customer service.
• Visit a Metro store with identification.

Do not create a second account simply because the original account is difficult to access.

Metro SIM-Swap and Account-Takeover Protection

A SIM-swap attack occurs when someone moves a victim’s telephone number to another SIM card or device.

Once the criminal controls the number, the person may receive security codes used to access:

• Email accounts
• Bank accounts
• Payment apps
• Social-media profiles
• Cryptocurrency accounts

Warning signs include:

• The Metro phone suddenly loses service.
• The device displays an unexpected SIM error.
• You receive a message about a device or SIM change you did not request.
• Account information was changed.
• Security codes arrive without being requested.
• Financial or email accounts show unfamiliar activity.

What to Do After Suspected Account Takeover

1. Call Metro immediately at 1-888-863-8768.
2. Change the Metro account PIN.
3. Enable SIM Change Protection.
4. Enable Port Out Protection.
5. Change the password for the email account connected to Metro.
6. Contact banks and financial services that use the phone number.
7. Review every line and device on the Metro account.
8. Save all case numbers and account-change notices.

Metro requires additional one-time verification for sensitive changes including SIM changes, transfer-PIN generation, address updates, and certain security-feature changes.

Activating or Changing a Metro Phone

Customers can activate or change an eligible device through:

• Metro’s online activation system
• My Account
• The myMetro app
• Customer service
• A Metro store

Before beginning, gather:

• The Metro telephone number
• The account PIN
• The new phone’s IMEI
• The SIM-card number or eSIM information
• Access to a working internet connection

Online device activation or change may be free, while a store-assisted activation or device change may involve a fee.

Metro eSIM Help

An eSIM is a digital SIM built into a compatible phone.

New customers can activate eligible eSIM devices online. Existing customers can use the Switch Device option in My Account.

If the eSIM does not activate:

• Confirm the device is compatible.
• Connect the phone to Wi-Fi.
• Restart the phone.
• Install available software updates.
• Confirm the IMEI was entered correctly.
• Call customer service or visit a Metro store.

Bring Your Own Phone

Before moving a phone to Metro:

• Confirm it is compatible with Metro’s network.
• Make sure it is unlocked by the previous carrier.
• Back up important data.
• Obtain the previous carrier’s account and transfer information.
• Do not cancel the previous service before the number transfer completes.

Metro cannot unlock a phone originally sold or restricted by another carrier.

Metro by T-Mobile Phone Unlock Policy

Metro currently states that an eligible Metro device is automatically remotely unlocked within two business days after meeting the requirements.

Current general eligibility requirements include:

• The phone was purchased from Metro by T-Mobile.
• The device has not been reported lost, stolen, or blocked.
• At least 365 days have passed since the device’s activation date.

Some phones cannot be remotely unlocked. Metro may send instructions to the device after it becomes eligible.

Deployed military personnel who are customers in good standing may qualify for an exception after providing deployment documentation.

Metro Unlock Errors

Common problems include:

• The device is not recognized.
• The phone has not been active long enough.
• The phone was reported lost or stolen.
• The device is rooted or modified.
• The unlock server cannot be reached.
• The device lacks a stable internet connection.
• The phone software is outdated.

Restart the device, connect to Wi-Fi, install updates, and retry. Call customer service when the device should qualify but remains locked.

Lost or Stolen Metro Phones

Contact Metro immediately to suspend a lost or stolen line and prevent unauthorized use.

Metro states that a lost-or-stolen suspension applies only to the current service period. If service is not restored by the next cycle, the line may automatically cancel.

Take these steps:

1. Use Apple Find My, Google Find My Device, or the manufacturer’s device-location service.
2. Call Metro to suspend the line.
3. Change the Metro account PIN.
4. Change passwords for email, banking, and payment apps.
5. File a police report when theft is suspected.
6. File a handset-protection claim if the device is covered.

Premium Handset Protection Claims

Call 1-800-316-2075 or use the official protection-claim website.

Have ready:

• The Metro telephone number
• The account holder’s information
• The device make and model
• The date and description of the loss or damage
• The police report when requested
• A payment method for any deductible

Ask whether the replacement will be new or refurbished and when it is expected to arrive.

Metro Device Returns and Refunds

Metro currently provides a 14-day return period for eligible devices.

The period is generally measured from:

• Store purchase: The date the phone was purchased and the new line was activated
• Online or shipped upgrade: The date the device was delivered
• T-Mobile 5G Gateway: The date received or activated under the applicable order terms

Return eligibility and refund amounts depend on the condition of the device and the purchase channel.

Before Returning a Metro Device

• Back up personal data.
• Remove screen locks and account locks.
• Sign out of Apple, Google, Samsung, and other device accounts.
• Disable Find My iPhone or similar anti-theft tools.
• Reset the device to factory settings.
• Include the accessories and packaging required by the policy.
• Retain the purchase and return receipts.

A store purchase normally must be returned according to that store’s Metro return procedures. A shipped order should use the return instructions and return slip provided with the package.

Service payments are generally separate from the device return and may remain non-refundable.

Metro Network, Coverage and Calling Problems

Before contacting support:

1. Restart the phone.
2. Turn Airplane Mode on and off.
3. Confirm that the account payment is current.
4. Check whether mobile data and roaming settings are correct.
5. Install device and carrier updates.
6. Remove and reinsert the physical SIM when appropriate.
7. Test another location.
8. Review Metro’s coverage information.

Document:

• The street or ZIP code where the problem occurs
• The date and time
• Whether calls, texts, or mobile data are affected
• The phone make and model
• The signal indicator and error message
• Whether other Metro customers are affected

Calls Will Not Connect

Check:

• Whether the issue affects one number or every number
• Whether Wi-Fi Calling changes the result
• Whether the number was blocked
• Whether the area has coverage
• Whether the account is suspended
• Whether the phone needs a network reset

For emergency calls, use another available telephone and contact 911.

Slow Metro Data

Mobile-data speed can be affected by:

• Local network congestion
• Coverage and signal strength
• The plan and current data use
• The device’s network capabilities
• Building materials and terrain
• VPNs or data-saving settings

Test the connection outdoors or at another location before concluding that the device is defective.

Metro Store and Authorized Dealer Complaints

Metro locations may be operated by authorized dealers rather than directly by T-Mobile.

Store complaints may involve:

• A device different from the model promised
• Unauthorized tablet, watch, protection, or add-on charges
• Activation or upgrade fees
• A return being denied
• Incorrect plan information
• Employee conduct
• Failure to provide a receipt
• Applications installed without clear permission
• An account being opened or changed without authorization

Before leaving the store:

• Read the complete receipt.
• Confirm the device model and storage.
• Review every line, tablet, watch, and add-on.
• Check the plan and next payment amount.
• Ask whether the location is an authorized dealer.
• Photograph or save all signed documents.

How to Escalate a Metro Store Complaint

1. Return to the store and ask for the manager.
2. Provide the receipt and clearly identify the disputed transaction.
3. Request a written correction or return decision.
4. Call Metro customer service while the store details are available.
5. Ask that the complaint be documented against the store or dealer.
6. Request a case number.
7. Follow up in writing when the complaint remains unresolved.

Include:

• The store address and dealer name
• The date and time
• The employee or manager’s name
• The receipt and transaction number
• The devices and services added
• The requested correction

Metro Home Internet Support

Metro by T-Mobile also offers prepaid 5G Home Internet in eligible locations.

Customers may need help with:

• Gateway activation
• Internet availability
• Slow speed
• Gateway placement
• Wi-Fi connection problems
• Payments and AutoPay
• Returning a gateway
• Canceling Home Internet

Call 1-888-863-8768 for Metro Home Internet support.

The official T-Mobile support page currently lists Metro Home Internet customer-care representatives as available daily from 4 a.m. to 9 p.m.

Before calling:

• Restart the gateway.
• Move it near a window or higher location.
• Check the signal indicators.
• Restart connected devices.
• Test both Wi-Fi and a wired connection when available.
• Record speed-test results and error messages.

Metro by T-Mobile Customer Reviews and Complaints

CustomerServiceNumbers.com currently shows Metro by T-Mobile with a rating of 2.7 out of 5 stars based on 28 reviews.

The visible reviews date primarily from 2014 and 2015, making the rating a substantial but dated sample rather than a current measurement of overall customer satisfaction.

The published CSN reviews describe concerns involving:

• Difficulty reaching stores: Reviewers reported calling several Metro stores without receiving an answer.
• Network and call quality: Customers described incoming and outgoing call problems.
• Device performance: Some reviews concerned older LG devices with storage, speed, or software problems.
• Account privacy concerns: One reviewer believed another device could view activity on the customer’s phone.
• Difficulty reaching effective support: Reviewers described automated options or store visits that did not resolve their problem.

More recent reviews published on the related CorporateOfficeHeadquarters.com Metro page describe:

• Plans or services allegedly being changed without clear permission
• Store employees refusing or failing to provide assistance
• Tablet lines or charges allegedly added without authorization
• Receiving a different phone model than the one purchased
• Difficulty obtaining help from supervisors
• Concerns about unauthorized dealers, account access, and identity misuse

These reviews reflect individual customer experiences. Results can vary by location, dealer, device, account status, plan, and support representative.

What to Include in Your Metro Review

A useful review should explain:

• Whether the issue involved customer service, a store, billing, network service, a device, or account security
• The store city and state when relevant
• The device and plan involved
• The date the problem began
• Which support channel was used
• Whether a case number was provided
• What correction or resolution was offered
• Whether the issue was ultimately resolved

Do not include complete account numbers, PINs, transfer PINs, Social Security numbers, identification documents, payment-card details, or private addresses.

How to Escalate a Metro by T-Mobile Complaint

1. Use the correct support channel. Account, payment, network, protection, and store complaints follow different processes.
2. Gather documentation. Save receipts, payment records, screenshots, device details, store information, and previous support messages.
3. Request a case number. Record the representative’s name or ID, date, and promised action.
4. Ask for a supervisor. Explain which part of the complaint remains unresolved.
5. Contact the store manager. Use this step when the dispute began at a retail location.
6. Follow up in writing. Submit unresolved billing or account disputes to Customer Relations.
7. Act quickly on security issues. Change PINs and passwords immediately after suspected account takeover.
8. Contact the payment provider when appropriate. Report truly unauthorized financial transactions promptly.

Metro complaint mailing address:
T-Mobile Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380

Information to Include in a Metro Complaint

Include:

• The account holder’s name
• A partially masked Metro number or account number
• The device and service involved
• The store address when relevant
• A concise timeline
• The disputed amount
• Previous case numbers
• The exact resolution requested

Metro by T-Mobile Customer Service Frequently Asked Questions

What is the Metro by T-Mobile customer-service number?

Call 1-888-863-8768, also written as 1-888-8-METRO-8.

How do I call Metro from my Metro phone?

Dial *611 for customer service.

How do I pay my Metro bill by phone?

Dial *99 from a Metro phone or call 1-888-863-8768. A payment fee may apply.

Can I pay Metro without signing in?

Yes. Use Metro EasyPay with the telephone number and payment information.

How do I reset my Metro account PIN?

Select Reset Account PIN on the My Account sign-in page, complete one-time verification, answer the security questions, and create a new PIN.

How do I get a Metro transfer PIN?

Open the myMetro app, select Manage, choose the line, select Manage This Line, and request a transfer PIN.

Should I cancel Metro before transferring my number?

No. Keep the Metro line active until the new carrier confirms that the transfer is complete.

How long before Metro will unlock my phone?

A Metro device generally becomes eligible after 365 days from its activation date, provided it was sold by Metro and has not been reported lost, stolen, or blocked.

How do I report a lost Metro phone?

Call Metro immediately to suspend the line. If the phone has Premium Handset Protection, call 1-800-316-2075 to begin a claim.

How long do I have to return a Metro phone?

Metro currently provides a 14-day return period for eligible store and shipped device purchases. The starting date and return method depend on where the phone was purchased.

How do I dispute a Metro charge?

Call customer service or dial 611. If the dispute remains unresolved, send written notice to Customer Relations promptly and within the applicable deadline.

Where do I mail a Metro complaint?

Send written complaints to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380.

Who owns Metro by T-Mobile?

Metro by T-Mobile is a prepaid wireless brand owned and operated by T-Mobile USA.

Where is Metro by T-Mobile headquartered?

Metro is part of T-Mobile US, whose principal executive offices are at 12920 SE 38th Street, Bellevue, WA 98006-1350. Customer Relations mail is handled through the Albuquerque, New Mexico address.

How Metro Compares With Other Prepaid Wireless Providers

• Boost Mobile customer service: Provides prepaid wireless plans, phones, device financing, and account services.
• Cricket Wireless customer service: AT&T’s prepaid wireless brand offers phone plans, devices, protection, and nationwide network access.
• Straight Talk customer service: A Verizon-owned prepaid service offering phones, bring-your-own-device plans, and refill options.

When comparing prepaid carriers, consider coverage, total monthly price, AutoPay terms, device-unlock rules, activation fees, store access, account security, hotspot data, international options, and access to effective support.

Related Metro and Consumer Help Pages

• Metro corporate office, headquarters and complaints
• T-Mobile corporate office, headquarters and complaints
• Boost Mobile customer service
• Cricket Wireless customer service
• Straight Talk customer service
• Identify an unfamiliar Metro or wireless charge
• Check a suspicious Metro call, text, email, or account-security message
• Find chat and online customer-support options
• Read and share wireless-provider reviews

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share their experiences since 2004.

We are an independent consumer-help website and are not owned or operated by Metro by T-Mobile, T-Mobile US, T-Mobile USA, Premium Handset Protection, Assurant, or any Metro authorized dealer.

Our goal is to provide more than a phone number by helping consumers identify the correct support process, secure their accounts, understand payment and device policies, document store complaints, and report whether the company resolved the issue.

Share Your Metro by T-Mobile Customer Service Experience

Have you contacted Metro about a payment, AutoPay, account PIN, SIM swap, number transfer, phone unlock, device return, network problem, store complaint, lost phone, protection claim, or Home Internet service?

Leave a review below and explain what happened, which support channel or store you used, whether a case number was provided, what resolution was offered, and whether Metro ultimately resolved the complaint.

Do not include account PINs, transfer PINs, verification codes, Social Security numbers, complete account or payment numbers, identification documents, private addresses, or other sensitive information.

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with Metro by T-Mobile, MetroPCS, T-Mobile US, T-Mobile USA, Assurant, Premium Handset Protection, or any Metro authorized dealer. Metro does not provide customer support through this website.

Contact information and support links are provided to help consumers reach Metro directly. Reviews and complaints reflect the experiences and opinions of individual contributors.