MetroPCS Support and FAQ's
Frequently Asked Questions: Services

Why can’t I log into MetroMUSIC?

We are currently improving the MetroMUSIC online service. Please check back later this month. In the meantime, you can browse, search and purchase content using the MetroStudio Android App or the MetroMUSIC mobile site at http://metro-mobile.real.com/.

Why can’t I use the ‘Buy Now’ link for Music?

We are currently improving the MetroMUSIC online service. Please check back later this month. In the meantime, you can browse, search and purchase content by using the MetroStudio Android App or the mobile site found at http://metro-mobile.real.com/.

Will I lose all of my Music and Ringtones from MetroMUSIC?

No, once the new MetroMUSIC is available your previous Music tracks, Ringtones and Ringbacks Tones should be available.

I received a text message saying that MetroPCS will no longer offer MetroLINK service. Is that correct?

You are correct. MetroPCS will no longer offer MetroLINK service effective June 13, 2013.

Will I receive a credit for the service for which I have already paid and if so, when?

You will receive a one-month credit for fees paid for the MetroLINK service. Should you have additional questions please call MetroPCS Customer Service at 1-888-8metro8.

Are there any other products similar to MetroLINK that I can use?

MetroPCS does not offer a similar product. However, we do provide unlimited calling to the Dominican Republic with our $10 MetroGlobal International Calling Plan.

Will my family in the Dominican Republic be notified since they were using MetroLINK?

MetroPCS will not be notifying your family. You will need to inform them of this change.

Why are you cancelling MetroLINK?

MetroLINK was a limited-time promotional offering. The trial offer ended.

When are you discontinuing MetroSTUDIO Video On Demand?

MetroPCS will not offer the MetroSTUDIO Video On Demand feature after December 31, 2012.

Why are you discontinuing the MetroSTUDIO Video On Demand feature?

MetroPCS is always looking at current and new products and services, and we continue to update our applications portfolio to meet the needs of our customers.

Are you also discontinuing the music service that is available through MetroSTUDIO?

Music services in the MetroSTUDIO application will still be available to customers.

What services does MetroPCS offer that are similar to Video On Demand?

Customers can download similar applications from their favorite network or television show from the Google Play store.

I’m currently paying for the MetroSTUDIO Video On Demand $10 add-on service. Do I need to contact MetroPCS to cancel that service?

No. You do not need to contact MetroPCS. We will make the necessary adjustments on or before December 31, 2012.

Will this affect any of my other MetroPCS applications, features or services?

No, this does not impact other MetroPCS applications, features and services. As always, we will notify customers of any changes in products or services.

What happens when I receive a phone call during a ringtone download?

Usually, the data connection is interrupted and the download will not complete, but this may vary by phone. If your download is interrupted and does not complete, you will have the opportunity to resume the download.

Will my Ringtones Subscription credits roll over to the next month if I do not use them in the current month?

No. Ringtones Subscription credits can only be used in the current month.

How much does a ringtone cost?

Ringtones cost between $1.99 and $2.49 individually, or you can purchase the Ringtones Subscription and get five ringtones for $5. Any ringtone you purchase will be deducted from the funds in your MetroConnect® account

How long does it take to receive the confirmation text message to arrive after I have purchased a ringtone on MetroStudio?

It can take up to 15 minutes to receive the confirmation text. If you have waited longer than 15 minutes, please try making the purchase again.

Is my MetroPCS cell phone capable of downloading ringtones?

Yes. All MetroPCS cell phones support ringtones.

Can I preview the ringtone before choosing to buy it?

Yes. You can preview a ringtone by clicking on the speaker graphic next to the title.

I purchased a ringtone but can't find it on my phone. Where is it?

Content storage varies by phone, but most likely your ringtone is stored in Multimedia, Media Gallery or Settings/Personalize. Check your phone's user guide for reference.

When do my Ringtones Subscription credits refresh?

Your Ringtones Subscription credits will refresh on the first calendar day of each month.

Can I still buy a ringtone if I don't have any Ringtones Subscription credits?

Yes. You can buy individual ringtones as long as there are funds available in your MetroConnect account.

I bought a ringtone, but now I don't want it. Can I get a refund?

No. Ringtones and downloads are nonrefundable. You can preview ringtones before you purchase them.

How are ringback tones different from ringtones?

A ringback tone is what your callers hear when they call you instead of the standard ring. A ringtone is what you hear your phone play when someone calls you.

How do I download ringback tones to my phone?

You can download ringback tones from MetroSTUDIO.

Can I purchase ringback tones individually? How much does a ringback tone cost?

Ringback tones cost between $1.99 and $2.49 individually, but you must have a Ringback Tones Subscription to purchase them individually. Any ringback tone you purchase will be deducted from the funds in your MetroConnect® account.

How do I assign certain ringback tones to a specific caller?

You can set up groups within your profile on your MetroSTUDIO account page and assign a certrain ringback tone to a specific caller.

Is there a limit to the number of ringback tones I can have on my account?

No. There is no limit to the number of ringback tones you can have on your account.

How can I find out how many Ringback Tones Subscription credits I have left?

Log in to MetroSTUDIO to see how many credits are remaining for the month.

Can I preview the ringback tone before choosing to buy it?

Yes. You can preview a ringback tone by clicking on the speaker graphic next to the title.

Do ringback tones expire?

Yes, but you can refresh your ringback tone with another credit before it expires. This will extend your ringback tone for 90 days. All ringback tones are valid for at least three months from the date of purchase. You will be able to view the expiration date for each ringback tone before you make the purchase.

Will my Ringback Tones Subscription credits roll over to the next month if I do not use them in the current month?

No. Ringback Tones Subscription credits can only be used in the current month.

Can I still buy music if I don't have any Music Download Subscription credits?

Yes. You can buy individual music as long as there are funds available in your MetroConnect account.

When do my Music Download Subscription credits refresh?

Your Music Download Subscription credits will refresh on the first calendar day of each month.

How much does a music download cost?

Music downloads cost between $0.79 and $1.29 individually, or you can purchase the Music Download Subscription and get five full-track MP3s for $5. Any full-track download you purchase individually will be deducted from the funds in your MetroConnect® account.

Will my Music Download Subscription credits roll over to the next month if I do not use them in the current month?

No. Music Download Subscription credits can only be used in the current month

Can I move music downloads on my current phone to a new cell phone?

Yes. Music downloads are DRM free and may be transferred to a new cell phone using your SD card.

How long does it take to receive the confirmation text message after I have purchased a music on MetroSTUDIO using MetroWEB?

It can take up to 15 minutes to receive the confirmation text. If you have waited longer than 15 minutes, please try making the purchase again.

Can I preview the music download before choosing to buy it?

Yes. You can preview a music download by clicking on the speaker graphic next to the title.

How can I find out how many Music Download Subscription credits I have left?

Log in to MetroSTUDIO to see how many credits are remaining for the month. If you are using an Android cell phone, you can view your remaining credits in the MetroSTUDIO app

I bought music but now I don't want it. Can I get a refund?

No. Music downloads are nonrefundable. You can preview downloads before you purchase them.

Are additional international locations going to be added?

MetroPCS launched this service on a trial basis in Dominican Republic with plans to expand to more than one dozen countries. Check back here as well as at your local MetroPCS store for updates.

Does the Unlimited International Long Distance service allow me to dial my international destinations without additional charges while I'm outside the MetroPCS service area?

You cannot use Unlimited International Long Distance outside of a MetroPCS service area.

If my international destination is not included in Unlimited International Long Distance, will it ever be?

MetroPCS will be adding new countries and cities on an ongoing basis. Check the Destination availability page often to find out if your destination has been added.

Will Metro411 Unlimited Directory Assistance work while traveling?

Metro411 Unlimited Directory Assistance will work as normal in any MetroPCS market, but will not work while using extended coverage with TravelTalk.

Why does the Metro411 Unlimited Directory Assistance application ask for my age, gender and ZIP code the first time I use it?

We ask for this information to ensure Metro411 Unlimited Directory Assistance is tailored to you and so we can provide better service and upgrades. You may skip entering this info if you wish.

How do I get Voicemail to Text on my phone?

Voicemail to Text is available as an add-on service to a variety of MetroPCS cell phone plans. If your monthly cell phone plan supports Visual Voice Mail Plus, then you already have Voicemail to Text.

Does someone listen to my voicemail message when it's transcribed?

No. All transcriptions are automated, ensuring fast and reliable delivery of transcriptions while keeping them private and secure.

If I delete the Voicemail to Text message, will I lose the original voicemail?

No. The message will remain in your voicemail box for seven days, after which it is automatically deleted.

If I delete the original voicemail message, will I lose the converted text message?

No. The text messages remain on your cell phone until you delete them.

What happens if I don't understand the text message?

Voicemail to Text is a voicemail preview. Background noise can affect the conversion. If you want confirmation of a message or want to hear the full message, simply call your voicemail as normal.

Can I still listen to my messages?

Yes. Your messages are available for you anytime you need to listen to them. Just dial into your voicemail to listen to them.

How do I unsubscribe from Voicemail to Text?

Go to My Account or call customer service at 1-888-8metro8.

What are the instructions for downloading?

To set up TravelTalk:

  • 1. While you are in your local calling area, dial *228 and request to update the Preferred Roaming List on your cell phone
  • 2. Change your cell phone settings to "Roam" or "Automatic" - refer to your cell phone manual if you're unsure how to do this
  • 3. Make sure you have funds in your MetroConnect® account - a minimum balance of $2.00 is required before you can place or receive a call with TravelTalk
  • 4. Travel!


  • Upon your returning to your MetroPCS home area, don't forget to change the settings in your phone to ""Home only" or "MetroPCS only.""

    "

    Can I transfer the TravelTalk feature to a new phone?

    Yes. While you are in your local calling area, dial *228 and request to update the Preferred Roaming List. You can then transfer the TravelTalk service.

    Who can I contact if I still have questions?

    Contact MetroPCS customer service by dialing 1-888-8metro8.

    Can I move the ringtones on my current phone to a new cell phone?

    No. The downloaded content purchased cannot be transferred to a new phone.

    If dialing an 800# with an International Calling Card (*123), is there a surcharge?

    The rates originating from an 800# are $.02 higher per minute than rates from *123.

    When I try to make a call I get a fast busy signal. Why?

    This may indicate that you are out of funds in your MetroConnect account. Please check your balance and add funds online or by calling 1-888-8metro8 from a landline. If you recently added funds to your MetroConnect account, turn your phone off and back on to refresh the network.

    I have updated my Preferred Roaming List, and have sufficient funds in my MetroConnect account, but still can't make a call. What do I do now?

    Please check to see if your cell phone is set for "Home only" or "MetroPCS only". If your phone is set for "Home only" or "MetroPCS only," change it to "Roaming" or "Automatic." If you're unsure how to do this, refer to your cell phone manual for instructions

    What services can I add to my cell phone?

    MetroPCS lets you choose from plenty of additional cell phone services. Plus, using your MetroConnect® account, you have access to cool downloads like games, apps and ringtones.

    Can I turn the service off without unsubscribing?

    You can toggle the service off from the voicemail system, while not unsubscribing from the Voicemail to Text service. You will continue to incur fees if the feature is a-la-carte.

    Can I move the ringback tones on my current phone to a new cell phone?

    Yes. Ringback tones are attached to your phone number, not your mobile phone.

    I was on a call while I was traveling and my call dropped. What happened?

    Your call may have dropped for the following reasons:

  • 1. You traveled from one network to another
  • 2. You entered an area with inadequate signal strength
  • 3. You surpassed the allowable call duration for a TravelTalk call
  • "

    Can my account be reloaded in any market or just in the market where it was purchased?

    You can reload your account from any market.

    Can I receive my converted messages as email?

    Yes. You can choose text message and/or email delivery from the Voicemail to Text customer preferences in My Account.

    I purchased a music download but can't find it on my phone. Where is it?

    Content storage varies by phone, but most likely your music download is stored in Multimedia, Media Gallery or Settings/Personalize. Check your phone's user guide for reference

    What should I do if I get the message, "We're sorry. The phone you selected is not compatible with the product you are trying to purchase. Please select a different phone model."?

    This message means that you are not able to download the content you're trying to purchase on your current phone. If you'd like to purchase a new cell phone, you can do so here.

    How long of a message can a caller leave?

    Callers can leave messages up to 60 seconds long. Voicemail to Text will transcribe up to 480 characters. If the message is longer than 160 characters, it will be split into separate text messages. Customers who receive their transcription through email will receive one message along with an attached audio recording of the message.

    Is there a limit to the number of ringtones I can have on my phone?

    The number of ringtones you can store on your mobile phone depends on the available memory of your cell phone. If you delete any ringtones on your cell phone to store new ones, you will have to purchase the deleted ringtones again if you want them back.

    What happens when I receive a phone call during a music download?

    Usually, the data connection is interrupted and the download will not complete, but this may vary by phone. If your download is interrupted and does not complete, you will have the opportunity to resume the download.

    Will I still receive the converted voicemails while travelling in a TravelTalk® area?

    Yes.

    Are there really no hidden fees?

    There are no hidden fees - MINUTES PROMISED = MINUTES DELIVERED EVERY TIME!

    From what international locations can the calls be made?

    The international calls can originate only from the foreign country you have assigned to your MetroPCS phone number.

    What happens if I receive a phone call while I am traveling?

    If you are outside of your home coverage or nationwide coverage area and receive a call that you answer and accept, you will be charged the TravelTalk per minute rate.

    Can I still buy a ringback tone if I don't have any Ringback Tones Subscription credits?

    Yes. You can buy individual ringback tones as long as there are funds available in your MetroConnect account and you have a Ringback Tones Subscription.

    If I want to make multiple calls, do I need to hang up between each one?

    No, just press the * button and follow the prompts to make your next call.

    Download Instructions for Metro411 Unlimited Directory Assistance.

    "
  • 1. Go to @metro to MobileShop
  • 2. Select the "Shopping Cart" icon
  • 3. Select "Catalog"
  • 4. Select "OK" when given the message about using funds from your MetroConnect® account - this feature will not require these funds
  • 5. Select "@connected" folder
  • 6. Select "Metro411"
  • 7. Once you select "Metro411," the application will download on to your phone
  • 8. To start using Metro411 unlimited directory assistance: Go to @metro to MobileShop and select the orange 411 icon
  • "

    Is there a limit to the number of music downloads I can have on my phone?

    The number of music downloads you can store on your mobile phone depends on the available memory of your cell phone. If you delete any full-track downloads on your cell phone to store new ones, you will have to purchase the deleted full-track downloads again if you want them back

    Will I still receive notification of a voicemail?

    Log in to MetroSTUDIO to see how many credits are remaining for the month.

    When do my Ringback Tones Subscription credits refresh?

    Your Ringback Tones Subscription credits will refresh on the first calendar day of each month.

    How can I find out how many Ringtones Subscription credits I have left?

    Log in to MetroSTUDIO to see how many credits are remaining for the month.

    How do I update my Preferred Roaming List?

    While you are in your local calling area, dial *228 and request to update the Preferred Roaming List.

    When I try to make a call, why am I asked for a credit card when I have funds in my MetroConnect account?

    There are some areas where MetroPCS does not have a TravelTalk service. If you hear a notification that you have reached a network that requests a credit card, this is not part of the TravelTalk network.

    I've just made a deposit into my MetroConnect account, why am I still not able to place a long distance call?

    This sometimes happens when you travel. If you power your phone off and back on, it will refresh the network and recognize your payment. Also, a minimum balance of $2.00 is required in your MetroConnect account before placing or receiving a call.

    Can I place an international long distance call while on TravelTalk?

    Yes. However you must use a MetroPCS International & Domestic Long Distance Prepaid Calling Card. The standard TravelTalk charges will still apply.

    When I try to make a call I get dead air. Why?

    This may indicate that you are out of funds in your MetroConnect account. Please check your balance and add funds online or by calling 1-888-8metro8 from a landline. If you recently added funds to your MetroConnect account, turn your phone off and back on to refresh the network.

    I am in my local calling area, but I hear a TravelTalk announcement. What do I do now?

    If this occurs while you are in your local calling area, please set your phone to "Home only" or "MetroPCS only." This will prevent you from going into the TravelTalk mode. If you're unsure how to do this, refer to your cell phone manual for instructions. You will also need to turn your cell phone off and back on after changing the setting.

    What if I'm unable to find information I'm looking for from Metro411 unlimited directory assistance?

    If you can't find what you're looking for by searching Metro411 unlimited directory assistance, you can connect to a live operator from the results page. Just go to Options and select "Connect to Operator."

    How do I reload my account?

    Reload your account by visiting a MetroPCS Authorized Payment Center.

    Can the MetroPCS *123 International Calling Card be used to originate a call from outside of the United States?

    Yes! You can make calls from Mexico, Brazil, Colombia, and from anywhere in Canada.

    What happens if I miss a phone call while I am traveling?

    Your voicemail display may indicate that you have a voicemail while you are traveling. When checking your voicemail from your phone while outside your MetroPCS home coverage area you will incur the TravelTalk per minute charge.

    Can I hear different languages when using the service?

    Yes! You can select from English, Spanish, Portuguese, and Korean.

    Can I receive international calls on my MetroPCS cell phone when I am outside of the United States?

    No. MetroPCS cell phones do not work outside of the continental United States.

    How will I know if the TravelTalk per minute rate applies?

    After you answer the call, you will hear a whisper informing you that an incoming TravelTalk call is waiting. The cost for the call is $.19 per minute plus taxes and fees. You chose to accept the call and charges by pressing 1 or not accept the call and charges by hanging up.

    I lost my phone and I have MetroGUARD phone insurance. How do I file a claim?

    Call 866-862-3397 or file a claim online

    How do I download ringtones to my phone?

    You can download ringtones from MetroSTUDIO or by using MetroWEB on your phone. If you have an Android™ cell phone, it came preloaded with the MetroSTUDIO app. You can download ringtones from there.

    How do I download music to my phone?

    You can download full-track MP3s from MetroSTUDIO or by using MetroWEB on your phone. If you have an Android™ cell phone, it came preloaded with the MetroSTUDIO app. You can download ringtones from there.

    How long will it take for the converted Voicemail to Text message to arrive?

    Customers usually receive the converted message within one minute of the caller leaving their voicemail.

    How do I access Metro411 unlimited directory assistance from my phone?

    Dial 4-1-1 and press Talk.

    How does Metro411 unlimited directory assistance work?

    Request the city and state and category: Business Name, Business Type or Person of your requested listing. The number will be read out twice and the call will complete to most local listings. You will also receive a text message of your requested listing information.

    What features work while I'm in TravelTalk coverage areas?

    Most of your voice features will work when you travel. However, while traveling outside the MetroPCS coverage area, you will not be able to download ringtones, send or receive picture messages or access the web.

    How many phone numbers can be associated to an International Calling Card (*123) account?

    You can associate up to 6 phone numbers.

    Will Unlimited International Long Distance work with any MetroPCS cell phone plan?

    No. Unlimited International Long Distance is only available as an add-on service for the $50, $60, $50 4G LTE and $60 4G LTE Rate Plans.

    Can I dial 911 while traveling?

    Yes, you can dial 911 while traveling.

    Will I be charged when receiving international calls?

    No. There is never a charge for receiving international calls.

    Can I add and delete numbers from my International Calling Card (*123) account?

    Yes! Just visit an authorized payment center or log on to www.mystar123.com.

    When do International Calling Card (*123) minutes expire?

    Minutes will never expire.

    How do I assign certain ringtones to a specific caller?

    It varies depending on the cell phone. However, the caller must be a contact in your cell phone's address book to assign a ringtone to them.

    Can I send or receive text messages while I'm in TravelTalk coverage areas?

    Yes. You will be able to send or receive text message in all TravelTalk coverage areas.

    While I am traveling can I call directory assistance? If so, how much will it cost?

    When traveling you can call directory assistance. If you're outside a MetroPCS coverage area, a charge per minute plus tax will apply, plus any other directory assistance charges.

    How much money can I add to my account at one time?

    You can add up to $100 at one time.

    Can I dial international destinations directly with my MetroPCS cell phone if I'm in the MetroPCS home service area?

    Yes. You can call international destinations included in Unlimited International Long Distance anywhere your phone has service, excluding roaming areas.

    Can I use TravelTalk as soon as I activate it?

    Yes. Just make sure to update the Preferred Roaming List, set your phone to "Roam" or "Automatic" and ensure you have appropriate funds in your MetroConnect account or have added the TravelTalk bundle to your account.

    Can the MetroPCS *123 International Calling Card be used if I am roaming?

    Yes, it can be used while roaming. Both *123 and the access numbers will work.

    Why am I required to press "OK" regarding using funds from my MetroConnect® account if Metro411 unlimited directory assistance is free?

    Metro411 Unlimited Directory Assistance does not require the use of MetroConnect funds, however, this generic message is to let all users know that some features and services within the @metro catalog may require MetroConnect funds.

    Am I charged for calling MetroPCS customer service while traveling?

    No. If you dial 611 from your MetroPCS phone, the call is free, however this will only allow you to make a payment on your account. If you need help or information, dial 1-888-8metro8 from a landline.

    Are the rates the same when I dial *123 as when I dial a local access number?

    Yes, the rates are the same.

    What is a Preferred Roaming List?

    A list of our Roaming Partners that is stored on your MetroPCS phone. This list provides the ability to travel onto our Roaming Partners' networks.

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