Metro® by T-Mobile Support and FAQs
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What is Amazon Prime? A Prime membership gives you the best of shopping and entertainment. Prime members get fast, free delivery on over 100 million items, even free same-day, one-day and 2-hour delivery on some items (available in select cities). Prime also includes streaming of thousands of popular movies and TV shows. Members can watch award-winning Prime Originals, and even add channels like HBO or Showtime. Membership also includes millions of songs that can be streamed on the Amazon Music app or on your Echo simply by asking Alexa. You can learn more about these and other benefits by visiting www.amazon.com/prime.
What are my Prime membership benefits? Members can enjoy the following Prime benefits:
Shopping: Find constant deals on hundreds of thousands of products, including exclusive deals for Prime members with fast, FREE shipping on over 100 million items and flexible delivery options to fit your life.
- Prime Video: Stream and download thousands of movies and TV shows, including award-winning Prime Originals like The Marvelous Mrs. Maisel and Goliath, critically-acclaimed shows like Tom Clancy’s Jack Ryan and new shows like Homecoming.
- Amazon Music: Download the Amazon Music app to listen ad-free with endless skips and offline playback. Plus, go hands-free with Alexa on iOS, Android and hundreds of other Alexa-enabled devices.
- Audible: Unlimited listening to original audio series and playlists handcrafted for every interest.
- Prime Reading: Unlimited access on any device to more than a thousand eBooks, popular magazines, comics, books with Audible narration and more.
- Amazon Photos: Unlimited photo storage for you and five others.
- Prime at Whole Foods Market: Exclusive savings in-store, including an extra 10% off all Sale items and weekly Prime Member Deals, plus 2-hour delivery of your Whole Foods Market groceries in select cities.
- Deals: Exclusive deals on products just for Prime members, plus early access to Amazon deals throughout the year
For a more detailed list of Prime benefits, please visit: https://www.amazon.com/gp/help/customer/display.html?nodeId=201910360
Which mobile apps should I download to enjoy my Prime benefits on the go? You can download the following mobile apps from the App Store or Play Store:
- Amazon Shopping: The Amazon Shopping app lets you shop millions of products and manage your Amazon orders from anywhere.
- Amazon Prime Video: Stream and download thousands of movies and TV shows, including award-winning Prime Originals like The Marvelous Mrs. Maisel and Goliath, critically-acclaimed shows like Tom Clancy’s Jack Ryan and new shows like Homecoming.
- Amazon Music: Listen ad-free with endless skips and enjoy hands-free listening with Alexa-enabled devices. Download the Amazon Music app to listen on the go with offline playback.
How do I get Amazon Prime from Metro® by T-Mobile? You must sign up for Metro’s new $60 Unlimited rate plan. Upon activation of your new rate plan, Metro will send you a text where you will be redirected to Amazon to create your Amazon account and activate the Prime membership. If you no longer have the text and need to register, go here.
How long do I get access to Amazon Prime? As long as you are on the new $60 unlimited rate plan with Metro™ by T-Mobile, they are covering your access to Prime and you do not need to pay anything additional for your Prime membership.
What happens to my Amazon Prime account if I eventually change my mobile carrier or plan? If your mobile service is no longer through Metro or you leave the qualifying service plan for a different plan that does not offer Amazon Prime, your Prime membership will be automatically cancelled. In order to continue your Prime membership, please visit www.amazon.com/amazonprime, sign in using your Amazon credentials and sign up directly through Amazon Prime to continue enjoying the same benefits.
Can I share my Prime membership benefits? Yes. Sharing benefits through Amazon Household requires both adults to link their accounts in an Amazon Household and agree to share payment methods. Each adult keeps his or her personal account while sharing those benefits at no additional cost. To set up an Amazon Household, go to the Amazon Household main page.
What if I already have a Prime membership? To learn more about how to take advantage of the offer, go to www.metropcs.com/manageamazonprime.
How do I cancel a Prime membership that is activated through the Metro by T-Mobile new $60 Unlimited rate plan offer? Prime is included as an option with your new $60 unlimited rate plan. If you wish to cancel your Prime benefit, please visit the ‘Manage Your Prime Membership’ page here.
What happens to my Amazon Prime benefit if my Metro by T-Mobile account is suspended? If your Metro account is suspended for more than 24 hours your Prime benefits will also be suspended. Once you make your monthly Metro service payment your Prime benefits will start again within 24 hours.
What happens to my Amazon Prime benefit if my Metro by T-Mobile account is canceled? If you do not make your Metro service payment in a timely fashion and your account is canceled, you will also lose access to your Prime benefits. Your Prime benefits will start again when you pay for your Metro service and reactivate a qualifying plan.
I did not receive a verification code when trying to register for the Amazon Prime offer? You can request a new verification code by going here. If you are still having issues receiving a verification code, please contact Metro customer care at 1-888-863-8768. Note: In order to receive a verification code, you must be on a qualifying rate plan.
How do I check to see if my Prime membership is Paid for by Metro by T-Mobile plan? You can visit the ‘Manage Your Prime Membership’ page here, where your current method of payment will be indicated near the top left of the page in the Billing section. You can also check with Metro through their Customer Support to see if Amazon Prime is a part of your rate plan.
How do I contact Metro by T-Mobile customer support? Find a local store or contact Metro Customer Care by dialing 1-888-8METRO8.
How do I get support for Amazon Prime? You can visit the Amazon Prime help page here.
What is Twitch Prime? Twitch Prime is a premium experience on Twitch, the live streaming video service that’s popular among gamers. Twitch Prime includes free games every month, in-game content for some of the most popular games, a Twitch channel subscription every 30 days at no additional cost, exclusive emotes, and chat badge. Learn more here.
How do I sign up for Twitch Prime?To take advantage of Twitch Prime benefits, you must link your Amazon account with a Twitch account. Go to https://twitch.amazon.com/prime and click the “Try Twitch Prime” button for additional instructions.
If your Internet isn’t working, you’ll first want to make sure that you are currently within the MetroPCS service area.
Also check to make sure your data is turned on in your phone settings.
If you still can’t access the Internet, we recommend turning your device off and back on again – often resetting the device in this way will help it connect to the Internet.
Data Maximizer is a feature included in all MetroPCS data plans. It helps MetroPCS smartphones run more efficiently. Learn more about Data Maximizer on the MetroPCS Plans page. You can turn off Data Maximizer to allow for highest quality of video available by purchasing the HD video service.
What is Google One? Google One is a new, shareable subscription service that helps users get more out of Google - with expanded storage, direct access to experts, and members-only benefits across Google. In addition, eligible Metro® by T-Mobile customers get the added benefit of automatic mobile backup, which securely backs up their Android device’s photos, videos, and multimedia messages sent via Android Messages.
Access Google One through one.google.com or by downloading the Google One app from the Play Store. [Note: at launch, mobile backup can only be enabled by downloading the app for Android devices only]
What's the price? If you’re on an eligible Metro plan, the cost of a 100GB Google One subscription is included in your rate plan at no extra cost with options for more storage. Same as with Drive storage, additional plans can be purchased month to month like with most other subscription products. Currently, for Metro to cover the cost of the Google One membership you must activate your membership within the Google One app from an Android device.
How can I pay for Google One? If you’re on an eligible Metro plan, the cost of a 100 GB Google One subscription is included in your rate plan at no extra cost.
What if I have an iPhone? Currently, in order to have Metro cover the cost of a Google One membership, you’ll need to activate it on an Android device by downloading the Google One app.
Do I have to get the app? You will need to download the Google One app from the Play store and sign in to a Google account to register and set up mobile backup. Once you’ve set up your membership, you have the option of accessing your Google One member benefits at one.google.com or through the app.
How much storage do I get free today? Every Google Account has 15GB of free storage shared across Google Drive, Gmail, and Google Photos.
How is Google One different from Drive? Google One subscriptions come with storage that can be used across Google Drive, Gmail, and Google Photos (for Original quality photos). Drive works exactly the same way as it always has. The difference is that with Google One, you get more storage and additional benefits (access to experts, benefits, other exclusive features to come) and can share these, along with storage, with your family.
I'm a Drive user - how does this impact me? All paid consumer Google Drive storage plans have been upgraded to Google One. This change doesn’t affect GSuite business customers. There are no changes to our free storage plans with Google - Google One is an upgrade to our paid consumer storage plans.
The way you use Drive to store and share files doesn’t change. The same goes for Google Photos and Gmail. Google One is a new plan to manage your paid storage and get access to benefits.
What counts against my storage quota? See here for what counts against your storage quota. For Google Photos, you have unlimited free storage for High quality photos, but Original quality (full resolution) photos will count against your storage quota. Learn more about photo upload quality here.
What happens to my free storage (15GB) when I get Google One? Free storage will be counted as part of the new total quota. For example, if someone had 15GB and they upgraded to a 100GB plan, their new total storage will be 100GB (this is the same as with current Google Drive individual paid plans). For family members that are added in a plan, users keep their 15GB free storage, and only start using storage from the shared plan once they exceed the free quota.
What happens to my Google One account if my Metro™ by T-Mobile account is canceled?
You'll still have all your Google One benefits for 7 days. After 7 days, you and your family members (if family sharing is enabled) will lose access to your additional storage, extra member benefits and Google experts. Each person will keep their default 15GB of free storage. If you're using more than 15GB of storage, all your files will stay safe, but you won't be able to store anything new. Learn more here.
How much storage am I using now? (as a non-Google One member) Go to https://drive.google.com/settings/storage to see your current storage usage across Drive, Photos and Gmail.
What happens to my mobile backup when I exceed my storage limit? Once you start running out, you’ll receive a notification flagging you are about to run out of storage. If you exceed your storage limit, your phone stops backing up, but you can still access your most recent backup and use it to restore a new device. In either scenario, you have the option to clear storage space, or you can upgrade your Google One storage allotment through the myMetro app or Metro Customer Care by dialing 1-888-8METRO8.
What is Google One automatic mobile backup? Google One automatic mobile backup, is a “set it, and forget it” backup feature for certified Android devices offered as part of a service plan from Metro. Google One automatic mobile backup stores your Original quality (full resolution) photos, videos, and MMS messages safely in the cloud. WIth the Google One app, you are also able to see the status of Android Backup, which ensures your contacts and settings are backed up as well.
Who is automatic mobile backup available to? Google One automatic mobile backup will be available to Metro customers on the new $50 and $60 dollar plans who download the Google One app on their Android phones.
Does mobile backup cost extra? No. It is included in the cost of your eligible Metro plan when you have an active Google One membership.
How does backup impact my storage? Your backed up Original quality (full resolution) photos, videos, and MMS will count against your storage quota that you get through Google One.
How does Google One automatic mobile backup work with Android Backup and Restore? Google One automatic mobile backup, works with Android Backup & Restore to back up your Original quality (full resolution) photos, videos, and MMS messages safely in the cloud.
How does Google One automatic mobile backup differ from Drive Backup and Sync? Google One is for backing up your mobile device, while Backup and Sync is for backing up your computer, camera and SD Cards.
Doesn’t Google Photos already back up? Is Google One replacing Photos? Google Photos still works the same way - you can backup, access, and share your photos and videos. Same as before, you have unlimited high quality (reduced file storage), whereas Original quality (full resolution) counts against your storage.
Google One gives you:
- More storage for Original quality (full resolution) photos and videos.
- Downloads the latest photos from the cloud onto new devices, so you can easily view and share with other apps.
- Provides easy one tap controls to backup your media files
How do I back up my phone? In the Google One app, click on the backup card. Toggle both switches next to Photos and Messages. When you go back to the home screen, you should see either “Backup On” or “Backup Complete” along with a green cloud icon. This means you’ve successfully set up backup.
How do I restore my phone? In the Google One app, you should see a “Restore Available” card on the home screen. Clicking ‘Restore Backups’ will take you to restore screen, where you will be able to see the options of what to restore. Click on ‘Restore’ next to Photos & Videos, and then next to Multimedia messages. You will see a notification at the bottom confirming both are restored. After the restore is complete, you’ll see the option to Restore be greyed out.
Can I restore using the Android Setup Wizard? If your new Android device is running Android Pie or higher, you are a Google One member, and you have your phone backed up, you will see a prompt within the Android Setup Wizard to restore your Original quality (full resolution) photos and videos, as well as MMS messages.
I’m having problems backing up or restoring my phone. Contact a Google expert by using your Google One app, or Metro Customer Care by dialing 1-888-8METRO8 for any issues backing or restoring your phone. You can also seek assistance in your nearest Metro store.
What is a Google expert? Google One introduces direct access to Google experts for members to ask questions and get help troubleshooting on all consumer Google products and services. With just one tap, members will be able to connect directly with a Google expert via phone, chat, or email (note that business products like GSuite and non-Google products are not covered)
What member benefits do I get with Google One? Google One offers Google Play credits and preferred pricing on select hotels found in Google Search - more is coming. For specific questions about the latest benefits and how to use your benefits, talk to a Google expert or access the Google One help center.
How many people can I share Google One with? You can share your Google One membership with up to 5 family members (so 6 people in total, including yourself) in the same country who have a Google Account. Whoever first subscribes to Google One can decide if they want to share with existing family group (it’s opt-in, not mandatory).
Are there restrictions on who I can share it with? Anyone can create a family with Google following the restrictions of the Google Families Terms of Service. The family manager will decide who is in the family group and manage the members, and will set up & manage the family payment method. The family manager is responsible for all purchases made using the family payment method.
Does it cost more to share with my family? No.
What am I actually sharing? All Google One members can share the benefits with their family group. This includes: Storage: Once a Google One membership is shared with family, the amount of storage tied to the membership is shared among the family group. Each individual's storage usage (after first 15 GB) is counted towards the overall cap. ex. If a family has the 100 GB plan, all members use their personal 15 GB before dipping into the 85 GB shared pool. Family members can use as much of the available storage as they want. If any family members have individual plans, or promos, storage will be counted against those quotas before counting against the family group quota. Every member of the family group can access support and benefits. For one-off benefits such as Play credits, they will be used on a first come first serve basis.
Note: children under 13 (or the applicable age for your country) will not have access to support or be able to redeem benefits.
Does sharing my Google One membership mean that they will be able to see all my stored stuff? No. While Google One allows you to share your storage plan with family members, this doesn't give them access to files in your Drive unless you specifically share a file or folder with them. Learn more about sharing Drive files here.
How do I know my information is safe with Google? Security is and has always been a top priority for us. All Google services, including Google One, are protected by advanced security infrastructures. Your files, emails, and photos are stored safely on our servers. Learn more.
MetroPCS includes 4G LTE Mobile Hotspot on many of our data rate plans. Any smartphone with a qualifying MetroPCS high-speed data plan can turn on the Hotspot feature and connect other devices and laptops to the Internet using the MetroPCS data signal.
Consider purchasing extra data if you run out of your allotted hot spot high-speed data. You can do a one-time boost or increase your data allotment monthly. Visit your MetroPCS location to add extra data.
Thanks to Music Unlimited™, customers can stream from more than 40 music services, like Apple Music™, Spotify, and Pandora, without using high-speed data.
This feature is included in our $40 rate plan at no extra charge. Learn more about Music Unlimited™ on the feature detail page.
All MetroPCS phone plans include Wi-Fi Calling. This feature allows you to place and receive calls to your MetroPCS phone using a Wi-Fi signal rather than our wireless mobile network To use Wi-Fi calling, you’ll need to go into your phone’s settings and turn on the service.
If you leave the Wi-Fi area while on a phone call, it may disconnect the call and your phone will revert back to our wireless mobile network.