Inactive phones

**peggyrh** · 11-09-2023, 04:44 PM

Any suggestions on how to delete old phones these days? Tried iPhone app & android app but they aren’t working anymore. Is contacting support the only option?

**hpham** · 11-09-2023, 04:48 PM

I used the TF Android app last week to remove an inactive device (its service was transferred to another phone).

**jet1000** · 11-09-2023, 07:08 PM

Originally Posted by peggyrh

Any suggestions on how to delete old phones these days? Tried iPhone app & android app but they aren’t working anymore. Is contacting support the only option?

The apps work sometime. If they don't work, contacting support is the only option. They usually send a verification text to an active line on the same account. And then they'll delete any old devices at request.

**peggyrh** · 11-09-2023, 09:01 PM

Thanks, according to AlexTrac (!) it can be done on website - like I hadn't already tried that, useless.
I've tried website, Android, iPhone and no luck, just says contact support. Hate dealing with them but I have 4 inactive Orbic flips that probably should be removed (I harvested service) so guess I'll have to.

**pitflyer** · 11-10-2023, 06:08 AM

Same result for me I have an inactive line I can not self service remove and I have tried both apps and the website too. I just left it...

**Crazy8SD** · 11-10-2023, 07:34 AM

Using TF app, when you press the three-dots on top right of the device in your account, if it goes directly to line/device details (instead of presenting options to remove the device from your account), you can’t remove it by yourself. Chat with an agent to remove it for you. The agent may want to send a code to another active line in the account for verification. If it’s the only (inactive) device in your account, I don’t know if the agent would remove it for you. You could probably first move an active line to this account then chat with TF to remove the inactive device. There should be a max of one device in each account that you couldn’t remove it by yourself.

**testing1098** · 11-10-2023, 10:45 AM

I had a bunch of old inactive phones, couldn't remove any from my account logged in through a web browser, so tried the app and no luck. Keep retrying the app once a week and eventually the app let me remove all the old devices.

**SlowLoris** · 11-10-2023, 11:26 AM

Originally Posted by testing1098

I had a bunch of old inactive phones, couldn't remove any from my account logged in through a web browser, so tried the app and no luck. Keep retrying the app once a week and eventually the app let me remove all the old devices.

This is what I was going to say. It seems to be hit or miss in the app, so keep trying unless you are in a hurry to delete them. I didn't get the option one day, then tried again the next and was able to delete.

**jet1000** · 11-12-2023, 04:01 PM

In the iOS app, I get the option to Delete Device on an inactive device when I press the dots. However after I confirm that I want to delete the device, I get this: "Warning ESN is inactive."

I have never gotten that before. Usually once you can get the Delete Device message it will remove it.

I guess I'll have to go through the usual chat route to delete the device.

**kaZZoo** · 11-12-2023, 04:09 PM

One by one they’re picking off the self serve menu.

**Mobile1212** · 11-12-2023, 05:29 PM

Originally Posted by jet1000

In the iOS app, I get the option to Delete Device on an inactive device when I press the dots. However after I confirm that I want to delete the device, I get this: "Warning ESN is inactive."

Same "Warning ESN is inactive."

**sillyette** · 11-12-2023, 08:03 PM

Originally Posted by kaZZoo

One by one they’re picking off the self serve menu.

I wonder why they're doing that. Wouldn't it be cheaper than paying customer service reps (however badly-paid they may be)?

**kaZZoo** · 11-12-2023, 08:15 PM

Could be a security point of view.
But no telling, hick ups don’t usually last this long.

**PaulCrawhorne** · 11-13-2023, 12:44 AM

Originally Posted by sillyette

I wonder why they're doing that. Wouldn't it be cheaper than paying customer service reps (however badly-paid they may be)?

LOL

Hanlon's razor: "Never attribute to malice that which is adequately explained by stupidity"

**Joshtt** · 11-22-2023, 11:13 PM

Originally Posted by PaulCrawhorne

LOL

Hanlon's razor: "Never attribute to malice that which is adequately explained by stupidity"

well couldn't add a phone today to a account, wouldn't allow it said call agent, so I was having a agent do it for me and
they asked for a pin--- ok that sounds to me like they were trying to create a new account for me and i explained I didn't want
that I just wanted to add a line to a existing account with 3 phones in it already..

ok they replied they understand that but she insisted she could not add it without a pin #, the system requires a pin to add a line,
I said again account already has a pin but just said to myself whatever and gave them a 4 digit pin and then she added the line to the account.

She was a good agent i had her transfer service, harvest points everything performed well, so new policy for security? adding a line you need a pin now if done with agent? anyone else with this? will we need this pin in future, she said something about every line in the account needs a pin...