TIMO devices: In-Store

TIMO is the T-Mobile Inventory Mobility device used in-store for performing inventory functions including the receiving of inventory, creating transfers, and physical inventory counts. Proper TIMO usage helps stores to reduce the potential of auto-received inventory and inventory variance. Use these steps to setup, maintain, and support the TIMO device and TIMO2 application.

TIMO activation and maintenance

  • Report unresolved issues with the device to the Service Desk to make sure the issue is tracked for resolution.
  • Secure the TIMO when it is not in use.
  • Keep the charging base plugged in and setup in the inventory cage or the cabinet behind the VHP display.
  • Charge the device each night and when battery is low.
  • Designate a TIMO for each shift if there are two or more units.
  • For Multi-User Inventory Counts:
    • Any user submitting a count that is NOT the last user selects I’m Done, Others Are Still Counting
    • The last user submitting a count after all other users have submitted selects I’m Done, I’m The Last User
  • Keep the TIMO connected to Wi-Fi.
  • Log out of the TIMO application when inventory processes are completed and usage is no longer needed.
  • Never take apart the TIMO device or scanner/card reader.
  • If the TIMO is lost or stolen, immediately complete the Lost/Stolen replacement process
  • See the TIMO Overview in the Attachment section below for a quick reference guide with images.

Search

  • Search and substring search is available for Count, Recount, Restart the TIMO device, Transfer and Receiving.
  • To use the search function, type or scan the SKU in the designated search area.
  • As the SKU is being entered, the field narrows until the specific SKU populates.

Activate scanner

  1. Press the right or left-side button to activate scanner. If it doesn't activate immediately, release and press down again.
  2. When logging into TIMO2 application, the scanner may take 1-2 seconds to initiate after the first scan attempt. Once the scanner is initiated, scanning is immediate.
  3. Align the scanner target cross-hairs directly on the barcode and scan. It will make a tone or vibrate depending on volume setting.
  4. For optimal scanning, make sure the device is scanning at least 2-3” away from the product barcode.Press the right or left-side button to activate scanner. If it doesn't activate immediately, release and press down again.
  5. When logging into TIMO2 application, the scanner may take 1-2 seconds to initiate after the first scan attempt. Once the scanner is initiated, scanning is immediate.
  6. Align the scanner target cross-hairs directly on the barcode and scan. It will make a tone or vibrate depending on volume setting.
  7. For optimal scanning, make sure the device is scanning at least 2-3” away from the product barcode.

Setting up a new TIMO

  1. When a new/replacement TIMO is received, log in to the device using SAP.
    • Stores with alpha-numeric characters, enter using all caps.
    • Stores with a -3digit SAP, insert a leading 0.
  2. Connect the TIMO to the SSR Wi-Fi by tapping Settings > Wi-Fi. Alternatively, TIMOs can be connected to LTE.
  3. Have your security key. You cannot complete enrollment without it.
    • Do not insert the security key; hold it up to the front-facing camera.
  4. Tap zScaler and sign-in to TIMO 2. See the TIMO Overview in the Attachment section below for more details.
    • Pro Tip: Confirm that Zscaler is authenticated before opening TIMO 2.

Replace broken/lost/stolen TIMO

  • For broken hardware, open a ticket in StoreWatch 2.0.
  • For lost/stolen devices:
    1. Submit an intake.
      1. Tap Report an Incident
      2. On the next page, tap Report Incident
      3. Under Category, select Burglary, Robbery, or Loss/Theft and select the appropriate Sub-Category.
      4. Complete the form and then tap Submit.
    2. Submit a StoreWatch 2.0 ticket.
  • Replacement devices are typically received within 3 business days.
    • If the previous TIMO was broken, quickly use the return shipping label included with the replacement to return the broken hardware.

 

Follow these instructions to clean & disinfect your TIMO device:

  • Unplug TIMO device from charging cord or charging base.
  • Use 70% Isopropyl Alcohol Wipes to gently wipe the exterior of the iPhone screen & IPC scanning device.
    • If alcohol wipes aren’t available, spray cleaning solution onto a towel or microfiber cloth and gently wipe exterior surfaces.
  • When cleaning, be sure not to do any of the following:
    • Don't attempt to take apart the TIMO scanner.
    • Avoid getting moisture into any of the device openings.
    • Don't spray disinfecting cleaner directly onto the TIMO device.
    • Don't submerge the device into any cleaning product.

Use this section to troubleshoot the TIMO device. For TIMO2 & TIMO Console system known issues, see: System Issues: TIMO 2 and TIMO Console.

User Name and Password Incorrect

  1. Make sure you have SAP access as the location you are trying to access, see the TIMO2 & TIMO Console Access section below.
  2. Check that the device is connected to LTE or Wi-Fi.
  3. Retype User ID and password up to two times.
  4. Go to iOS settings > TIMO > Delete Device Data.
  5. Restart the device then retype User ID and password one time.
  6. If you are still unable to login, contact the Service Desk.

Charging error

  1. Make sure the TIMO is firmly inserted into the charging dock.
    • A red and green light on the dock indicates the TIMO is charging.
    • Two green lights indicate the TIMO is charged.
  2. Open the TIMO and then insert into the charging dock.
  3. If there are no lights on the charging dock, disconnect the dock from the power and unplug charging dock cables. Wait three minutes, then reconnect the cables and plug it back in.
  4. On the TIMO, toggle Accessories to On:
    • For iOS 26.X or higher - Tap Settings > Privacy & Security. Under Security, tap Wired Accessories > Always Allow.
    • For iOS < 26.X - Tap Settings > touch ID & Passcode > Accessories. Make sure Accessories is toggled on.
  5. A replacement TIMO charging dock can be ordered in DOP/Ariba by going to the Catalog and searching for TIMO Charging Station.

TIMO times out during PI

  • Pause the PI count for ten minutes, then attempt to scan again.
  • Backlogs generally process within a few minutes. 

NFC is not recognized

  • Open a ticket in StoreWatch 2.0 and select TIMO: Cannot Log-in Using Yubikey.
  • A replacement TIMO will be shipped. A return label for the broken device will be emailed to your store email address. Quickly return the broken device.

Unable to access TIMO 2

  1. Close all the Apps.
  2. Connect to the store network. 
  3. Connect to Zscaler.
  4. Authenticate ZCC. 
  5. Tap TIMO 2.

Could not Synchronize with the server

  1. Check the network connection. Confirm TIMO is connected to the store network. LTE can be used as a back-up.
  2. If the issue continues, contact the system administrator.
  3. On the device home page, navigate to the Settings menu.
  4. Scroll to the bottom and click TIMO2.
  5. Enable Delete Device Data and close the Settings.
  6. Reopen the TIMO app and login.
  7. If still unable to login due to error messaging contact the Service Desk.

Grayed out TIMO Application or ‘Waiting’ message

If this error message shows up, contact the Service desk.

TIMO2 & TIMO Console Access

  • TIMO2 is the application on the TIMO device, while the TIMO Console is the desktop version required for reporting purposes.
  • Users need TIMO2 and TIMO Console access to perform daily inventory functions for Retail Inventory Serialization (RIS). RIS.
  • TIMO Console: https://timo-console.px-prd9105.tke.t-mobile.com 
  • Use these steps to request or update user access to TIMO2 and TIMO Console.

Note: User login will differ based on CyberShield completion status with YubiKey setup.

CyberShield StatusTIMO2 App (iPhone/REMO)TIMO Console (Laptop/REMO)

CyberShield Complete

YubiKey and PIN (No email needed)

Email Address & YubiKey

CyberShield Incomplete

Email address & Password

Email address & Password

TIMO2 YubiKey login steps

  1. Tap Login With Azure on TIMO2 screen, if needed, and follow the microsoftonline.com prompt.

     
  2. Select Sign-in options at the bottom of the screen.
  3. Tap the Sign in with a security key option.
  4. Tap the YubiKey on the top-front earpiece area of the iPhone screen.

     
  5. Enter YubiKey PIN.
  6. Tap the YubiKey on the top front of the iPhone again to confirm and complete sign in.
  7. Tap OK to confirm store logged into
    • Update store in settings, if needed, before completing inventory transactions.

TIMO2 Email/Password login steps

  1. Tap Login With Azure.
  2. Select Continue on Microsoft login screen.
  3. Enter T-Mobile email address at the top under Sign In.
  4. Follow prompts to enter email address and complete sign in
  5. Tap OK to confirm store logged into.
    • Update store in settings, if needed, before completing inventory transactions.

TIMO Console MFA login steps (REMO/Laptop)

  1. Go to (click/type/copy-paste): https://timo-console.px-prd9105.tke.t-mobile.com
  2. Select Sign-in options at the bottom of the screen to sign in with YubiKey.
  3. Select the Security key or Sign in with Windows Hello (desktop only) option.
  4. Select Security Key.
    1. Follow prompt to insert YubiKey into USB port and activate.
    2. Follow prompt and enter YubiKey PIN.
    3. Confirm with YubiKey touch.
  5. Login completes.

If you can login to TIMO2 but don't see your store, there is no need to file a Service Now support ticket or Compass group access request; a leader (RSM+) must assign the store to you using either TIMO Console User Maintenance or TIMO2 App User Maintenance.

  • Company-Owned Retail locations: Partner with your Sr Manager / Rural Market Manager, or Retail Store Manager to assign a location.
  • Neighborhood Authorized Retailer locations: Partner with your AR Back Office Support Team to assign a location

TIMO Console User Maintenance

  1. Log into TIMO Console.
  2. Go to the bottom of the page, until you see the TIMO User Maintenance section.
  3. Click on the User Maintenance and Search tool.
  4. Select User Search to see store assignments by User or Store Search to see users to the store
    • For User Search, enter the user or users NTID. 
    • For Store Search, enter the Store ID / SAP Number
    • Note: If searching multiple entries, separate them with comma ( , ) or hitting “Enter” on keyboard.
  5. Click Search.
  6. The grid columns will show the following categories.
    Search by User:
    User NTIDUser First NameUser Last NameUser GroupStores

    JMagenta

    Jane

    		MagentaIMO2_RSD_ARM1234

    Search by Store:
    Store #StreetCityStateZip CodeNTIDs

    1234

    Example

    		BellevueWA98006JMagenta, Example2, Examp…
  7. Click on the row or line item of the user to expand or edit. Note: If no stores are currently assigned to the user, Assign Store will show under the Stores column. If multiple NTIDs were searched, there is a page over button too.
  8. To Add: Enter the store the user should be assigned to in the Add Store box and select Submit.
  9. To Remove: Locate the store in the listed assigned stores and select the negative sign under the Remove column, then select Yes to confirm.
  10. The user is sent a confirmation email of the changes. Note: These edits take effect immediately, they are visible in both TIMO Console and the TIMO2 App.

 

TIMO2 App User Maintenance

Add store access using TIMO2 App

  1. Log into TIMO2 and tap More > User Maintenance.
  2. Enter the NT ID of the employee being updated, tap Done, and then Next.
  3. Tap the Add button (+) in the upper right corner from the store permissions page.
  4. Enter the store number of the new location into the Search field.
  5. Tap the store line item to select the new store. You can only search for stores you have access to.
    • The store you’ve just selected displays a check mark next to it on the store permissions page.
    • If you add the wrong store; select the store, swipe left, and tap Delete to remove it.
    • Repeat Steps 3-5 above for any additional stores the user needs access to. For bulk store assignments (more than 15) see the Bulk Store Assignments section below
  6. Tap Submit to assign the store(s) you’ve just selected to the user.

Remove store access

  1. Log into TIMO2 and tap More > User Maintenance.
  2. Enter the NT ID of the employee being updated, tap Done, and then Next.
  3. Tap the Store Number line item you’d like to remove access from the store permission page.
  4. Once the store is selected, swipe left and tap Delete.
  5. Once you have completed editing store's access, tap Submit to save changes.

Relocating stores / Working at multiple stores

If you have multiple store locations assigned or are relocating to a new store location, you must follow these steps to prevent inventory discrepancies caused by performing inventory functions when signed in at a different store location.

  • Anytime you sign into TIMO2 at another location, check the Location Number that you're signed into at the very top of the screen.
  • Check this every time you log into TIMO2 if you have multiple locations assigned to you. TIMO2 automatically logs users into the last location they were previously in.
  • The TIMO2 can't automatically know what location you are physically in at any time, so you have to make sure you are signed into the correct location.

To change the location:

  1. Go to Settings.
  2. Store Location.
  3. Enter the store you need into the Search function. The store will show.
  4. Tap the store if correct. Now you are in the newly selected location and that location will show at the top of your screen.

Bulk store assignments

Field Support Leaders (SRM, RMM, Ops Managers and Back Office Support) use these steps when needing initial bulk assignment or updates to bulk store assignments (more than 15).

  1. Access the TIMO Login Access tile located on the Inventory Operations SharePoint site .
  2. After clicking to open the TIMO Login Access tile, begin completing the submission form and include all required info below:
    • Under the Issue field, select the TIMO Login Access option.
    • Make sure to include in the "How can we help you?" section:
      • The NTID that the stores should be assigned to
      • Attach an Excel file providing all of the store locations (SAPs) that should be assigned to your TIMO2 profile. This file should include any existing store assignments; the bulk store assignment process overrides any existing store assignments.
  3. Once submitted, allow 2-3 Business Days for your request to be processed and uploaded into your TIMO2 store assignment profile.
    • Note: You will receive an automated email response should the Inv. Ops team have any additional questions about working your submission.

If you are experiencing log in issues to either TIMO2 or TIMO Console, follow these steps according to your browser:

Chrome

  1. On your computer, open Chrome.
  2. At the top right, click More.
  3. Click More tools > Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Check the boxes next to Cookies and other site data and Cached images and files.
  6. Click Clear data.

Edge

  1. On your computer, open Edge.
  2. At the top right, click Settings > More.
  3. Select Privacy, search and services.
  4. At the top, choose a time range. To delete everything, select All Time.
  5. Check the boxes next to Cookies and other site data and Cached images and files.
  6. Click Clear data.

Additional troubleshooting

If you are still experiencing log in issues and the above steps have been followed, check System Issues: TIMO 2 and TIMO Console. If no resolution is found, contact the Service Desk or RetailEntitlementProvisioningManagement@t-mobile.com for additional help.

TIMO Device Reports

Use this content for understanding the functionality of each report and module within the TIMO Device.

See below for store reporting field names and a brief description of each:

  • Days - Number of days since a transfer was shipped.
  • Delivery Number - Begins with 8XXXXXXXX and is used to receive shipments. It is found on the Automatic Shipping Notification (ASN) and through the Stock in Transit Report.
  • Document Date - Date a transfer was created.
  • Goods Issue Date - Date a shipment left the distribution center.
  • Inter-Plant Transfer STO - Transfer from another store.
  • Issuing Plant - Location that created a transfer or shipment (store or distribution center).
  • Mandatory Return item - SKUs identified as a mandatory return which require a transfer to the DC by a specified due date. Mandatory returns are identified by an MR icon in TIMO.
  • Material - SKU of an item which generally begins with 6102, SUPA, SUPM, TMOA, TMOM or MYT.
  • Material Group - Group of SKUs arranged by category type (e.g., ACC or KIT).
  • Material Number - SKU of an item that generally begin with 6102, SUPA, SUPM, TMOA, TMOM or MYT.
  • Movement Type - Type of transaction you are researching (e.g., Received, Sold, Returned).
  • Physical Inventory Document - Begins with 01000XXXXX and can be used to filter report results or reprint a specific section of a monthly inventory. Each physical inventory document has a document number.
  • PI Session - PI count type selected on TIMO.
  • Plant - Store number. (Example: 8499)
  • Posting Date - Date that a transfer was created.
  • Receiving Plant - Location that is receiving a transfer or shipment (store or distribution center).
  • Reclaim item - Mandatory return SKU identified as a Reclaim with an RC icon.
  • Replenishment STO - Normal shipment from a distribution center.
  • Selection Date - Date or date range in question.
  • Shipping Plant - Location that created a transfer or shipment (store or distribution center).
  • STO Document Number - Order number that begins with 600XXXXXXX.
  • UPS Tracking Number - Tracking number provided from UPS to identify a shipment. (Example: 1ZV4Y4279097882592)
  • User Name - Person who executed a movement in SAP.

See below for a full understanding of all SOA TIMO Console/TIMO Device Inventory Event Types (Previously referred to as “SAP Movement Types”):

  • System + SOA Process = Inventory Status
  • System:
    • POS Sale – Standard POS Sale
    • POS Return – Standard POS Return
    • POS Sale Void – POS Sale Trans. Voided
    • POS Return Void – POS Return Trans. Voided
    • TIMO Transfer – S2DC or S2S Transfer created using TIMO
    • TIMO State Conversion – Inventory converted to Non-Sellable or Sellable using TIMO
    • DC Transfer – DC2S Transfer
    • TIMO Receive – Items received into Inventory using TIMO
    • Assumed Receipt Job – Confirmed Delivered Shipments being Auto-Received into store
    • S2DC STO Reversal Job – Items being reversed back to store
    • TIMO PI – Items being counted during PI Counts using TIMO
    • TIMO Demo Conversion – Items converted into Demos using TIMO
    • QVXP Warranty Order Canceled – Warranty Exchange Order being canceled
  • SOA Process:
    • DC2S Transfer – Shipment created from DC to store
    • Receipt – Items being received into Inventory
    • Over-Shipment – Receiving unexpected items into Inventory
    • Under-Shipment – Receiving less than what was expected into Inventory
    • Over-Shipment Reversal – Unexpected items Over-Shipped being reversed out of store Inventory
    • Under-Shipment Reversal – Previous Under-Shipment being reversed placing item back into store Inventory
    • S2DC Transfer Creation – Return Transfer being created from store to Return Center
    • S2DC Transfer Reversal – Previously transferred items to DC being reversed back to store Inventory
    • DC Blind Receipt – Unexpected item arrived to Return Center from store
    • S2S Creation – Shipments created from 1 store to another via S2S Transfer
    • S2S Blind Receipt – Unexpected items arriving to store from a S2S Transfer
    • S2S Transfer Reversal – Receiving store reporting did not receive item previously transferred by Shipping store
    • Adjusted In – Items being brought back into store Inventory, sometimes resulting in a “Positive Variance”
    • Adjusted Out – Items not being counted during store PI Counts causes them to adjust out of Inventory, sometimes resulting in a “Negative Variance”
    • Sale – Items being sold via standard POS Sale
    • Return – Items being returned via standard POS Return
    • Sale Void – POS Sale Trans. being Voided
    • Return Void – POS Return Trans. being Voided
    • Converted to Sellable – Item being converted from Non-Sellable to Sellable status
    • Converted to Non-Sellable – Item being converted from Sellable to Non-Sellable status
    • Physical Inventory Count – Item being counted during PI Count
    • Demo Conversion-Initial – Demo Conversion processed for “Initial Demo not received”
    • Demo Conversion-Damaged – Demo Conversion processed for “Damaged Demo”
    • Demo Conversion-Lost/Stolen – Demo Conversion processed for “Lost/Stolen Demo”
    • Warranty Order Canceled – Warranty Exchange Order being canceled
    • Warranty Exchange Cancellation – Warranty Exchange Order being canceled after 14 days
  • Inventory Status:
    • In-Transit – Shipments in route from either DC2S, S2DC, or S2S Transfers
    • Received – Item being Received into store Inventory
    • Adjusted In – Item being brought back into store Inventory from previously being Adjusted Out
    • Adjusted Out – Expected item being removed from store Inventory, usually due to stores not counting during PI Count
    • Sold – Item sold through standard POS Sale
    • Returned – Item being returned through standard POS Return/POS Trade-In
    • Received In DC – S2DC shipment being received at Return Center
    • Demo Converted – Item converted to Demo via Demo Conversion processed
    • Warranty Canceled – Warranty Exchange Order in Canceled status needing to be sent back to Return Center

Access

All TIMO Device reports can be accessed through More > Reports.

Available reports

  • Sellable Stock on Hand Report
    • Steps: More > Reports > Sellable Stock on Hand
    • The Stock on Hand report shows only sellable and in-transit inventory (non-sellable inventory is not shown in this report).
    • You can see inventory on-hand and in-transit for your store by serial number.
    • You can see another store's Stock on Hand at a SKU level with this report. Select another store by using the Stock on Hand menu filters. This will allow you to quickly locate a specific item for a customer by using TIMO, instead of having to call each store individually.
    • To accurately view SOH for nearby locations, make sure Location permissions for the TIMO Application in device settings are On and set to While using the app.
  • Expected Returns Report
    • Steps: More > Reports > Expected Returns
    • The Return Items dashboard notification is always displayed at the top of the TIMO Dashboard if your store has non-sellable items in your return bin that have not yet been shipped back to the Return Center. (No message will appear if your store has no non-sellable items in the return bin.)
    • The report shows items due to return center by Program Type, SKU, SKU Description, and Serial Number so that you know exactly what is in the return bin to be transferred to the Return Center.
    • Once an STO is created to transfer non-sellable item(s) out of your store, the item(s) transferred will remove from the Expected Returns Report.
    • Expired In-Store Warranty Exchange orders will show on the Expected Returns Report by Serial Number rather than seeing a separate dashboard notification for these items.
  • Serialized Item History Report
    • Steps: More > Reports > Serialized Item History
    • The Serialized Item History Report gives serial number life-cycle visibility by accessory license plate, IMEI, or SIM Cards by serial number.
    • If you are trying to track down a specific serial number, enter via the Serialized Item History Report to find out the current location and history of the device, accessory, or SIM.
  • PI Variance Report
    • Steps: More > Reports > PI Variance
    • Provides visibility to variances posted on serialized items at a serial number level (IMEI/license plates). This includes devices, SIM cards and demo devices.
    • Non-serialized items like accessories will continue to show variances at a quantity level.
    • Note: This report is not exportable. For a printable/exportable version of your PI Variance use TIMO Console. See the TIMO Console reports section below.
  • Shipment Details Report
    • Steps: More > Reports > Shipment Details
    • This report provides details for orders transferred from your store to another store or DC.
  • Mandatory Returns Report
    • Steps: More > Reports > Mandatory Returns
    • This report provides details for items located in your store’s Inventory that are part of Mandatory Returns.
    • You will see a message populate within the report if your store currently has no identified Mandatory Returns.

To print, follow the Export instructions below to have the selected TIMO Report emailed so it can be printed from a local desktop.

To export a TIMO Device Report to Excel, follow the steps below:

  1. Once a report has generated on TIMO, click the email button in the upper right corner.
  2. Click Email the Report
  3. Selected report will be emailed directly to the store distribution list and sent from TIMOMail@T-Mobile.com
  4. Open the attached spreadsheet.
Attachments
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