We have been receiving reports from YouMail users on the T-mobile network who are having issues activating. Most of these reports are coming from customers who have transitioned from the Sprint to T-mobile network during the merger.
Customers impacted by this issue are reporting that the codes are accepted without any errors but the test call fails and missed calls continue to be serviced by T-mobile's voicemail system instead of YouMail's.
This article will cover the solutions that have worked to resolve these issues for the majority of our customers. We recommend you follow these steps in the order that they are listed below.
IMPORTANT: If you have just switched to a T-mobile SIM, we have confirmed that it can take 1-2 hours for your phone to get fully set up on the new network. We recommend that you wait at least 2 hours and then try activating YouMail again before stepping through the following list. This is especially true if you are receiving an MMI error when trying to activate.
- Ensure that the Conditional Call Forwarding feature is available on the new plan for your line with T-mobile.
HOW TO DO THIS: Check your account settings with T-mobile or contact their Support team to ensure that Conditional Call Forwarding is supported on your plan and that your line is fully provisioned to use that feature.
NOTE: If T-mobile has to make changes to your plan, it may take up to 48 hours to take effect. We recommend waiting until after this 48 hour window to try activating YouMail again.
- Disable Wi-Fi and 5G calling. These can prevent the YouMail app from successfully sending the necessary activation codes to T-mobile. (These codes tell T-moble to forward your unanswered calls to YouMail so that we can process your voicemails.)
HOW TO DO THIS: Go into your phone settings and disable these features. Then, try the activation process again from the YouMail app (Settings > Activate YouMail)
- Contact our YouMail Support team to help you try manually dialing the activation codes.
HOW TO DO THIS: Submit a request to let us know that you've already done the first 2 steps and are still having issues getting activated. Our team will send you instructions and manual codes to try.
- Contact T-mobile's Support team to report that Conditional Call Forwarding isn't working on your line. Since these are carrier codes tell T-moble to forward your unanswered calls to YouMail, when they aren't working it means that T-mobile is not accepting them for your line.
HOW TO DO THIS: Contact T-mobile's support team directly and tell them you are trying to utilize the Conditional Call Forwarding feature on your line. You'll want to provide them with your Deposit number, which our Support team will give you in Step 3.
NOTE: If T-mobile has to make changes to your plan, it may take up to 48 hours to take effect. We recommend waiting until after this 48-hour window to try activating YouMail again.