Unlimited Wireless Service

Frequently Asked Questions: Services

Can my MetroLINK phone number receive calls from mobile phones?

Your MetroLINK phone number can receive calls from both mobile phones and landlines.

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.

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.

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

Yes, the rates are the same.

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.

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.

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 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.

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.

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.

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.""

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 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.

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.

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.

Can my family and friends use MetroLINK phone numbers to call me at other cell phones or landlines?

No. MetroLINK is only available to MetroPCS customers and their assigned MetroPCS phone numbers. Calls made using MetroLINK are only routed to your MetroPCS phone.

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.

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.

How do I reload my account?

Reload your account by visiting a MetroPCS Authorized Payment Center.

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.

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.

When do my Music Download Subscription credits refresh?

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

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.

Is MetroLINK available on any MetroPCS phone?

MetroLINK is available on all phones with a monthly service plan of $45 and above.

It is important to keep your MetroPCS service active, because if your service is deactivated you will lose the assigned MetroLINK phone number. Once you reactivate your MetroPCS service you can obtain new MetroLINK number, which may be different from the one previously assigned.

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 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

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.

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 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 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 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 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

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

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.

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

Minutes will never expire.

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 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.

How do I add MetroLINK?

Add it through My Account, at your local MetroPCS store or by calling 888-8metro8.

When you purchase MetroLINK, you will get a text message with instructions to activate the phone number. Once activated, your MetroLINK phone number will be texted to your MetroPCS mobile phone. You can then provide your new MetroLINK phone number to family and friends in the foreign country, so that you can receive their phone calls on your MetroPCS mobile phone.

It is important to maintain your MetroPCS service, because if your phone is deactivated you will lose the assigned MetroLINK phone number. Once service is restored you will need to dial *525 from your MetroPCS phone to get a new MetroLINK number.

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 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.

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.

Do I have to provide personal contact information of who will be calling my MetroLINK phone number?

No. You can provide the MetroLINK number to anyone you like without providing any information to MetroPCS.

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?

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?

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.

What foreign countries are included in MetroLINK?

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.

Where can I find troubleshooting help?

First, verify that you are on a mobile phone with an unlimited plan that supports Metro411 premium directory assistance and that it has downloaded correctly. For further questions or troubleshooting, contact customer service by dialing *99 from your MetroPCS phone or 1-888-8Metro8 from any phone.

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

You can add up to $100 at one 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.

Are there really no hidden fees?

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

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.

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.

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

Yes.

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.

How do I unsubscribe from Voicemail to Text?

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

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.

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.

Can I dial 911 while traveling?

Yes, you can dial 911 while traveling.

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.

How do I download ringback tones to my phone?

You can download ringback tones from MetroSTUDIO.

What happens if the assigned MetroLINK phone number is used by people other than my family and friends in foreign country?

You are in complete control over who knows your assigned MetroLINK phone number. If the phone number becomes used by people you do not want using it, you can delete it and get a new one. Just dial *525 for Customer Service 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.

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.

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 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 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.

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.

What is the difference between MetroLINK and MetroPCS Unlimited International Long Distance (ILD)?

MetroLINK is a service that allows your family and friends to call you from a foreign country. You will have a phone number that's local in that foreign country that your family and friends can dial to reach your MetroPCS phone here in the United States. They won't pay additional charges, and you will pay just $10 per month.

MetroPCS Unlimited International Long Distance (ILD) is a service that allows you to call more than 100 international countries and 1000 destinations from your MetroPCS mobile phone in the U.S. at a cost of $10.

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.

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

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.

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.

Can I hear different languages when using the service?

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

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.

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.

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.

Do I need a specific monthly plan to sign up for a Ringback Tones Bundle?

No. All monthly plans are eligible.

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

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.

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.

Who can I call if I am having problems with MetroLINK service?

Please call MetroPCS Customer Service Center at 1-888-8metro8.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

What is MetroLINK

MetroLINK is a service that allows you to pay a monthly fee to get a local phone number in a foreign country that will ring directly to your MetroPCS phone here in the United States, for no additional charges.

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.

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.

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.

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

You can associate up to 6 phone numbers.

Is my MetroPCS cell phone capable of downloading ringtones?

Yes. All MetroPCS cell phones support ringtones.

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 I receive MetroLINK calls on my MetroPCS mobile phone while I am roaming? Is there an additional cost?

Yes, you can receive calls made to your MetroLINK phone number. Travel Talk Fees will apply if applicable.

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.

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