DIGITS Support

There are some steps that need to be completed before customers can use DIGITS.

1. Get a T-Mobile ID to make managing DIGITS easier.
   • The PAH needs to be set to the voice line for DIGITS to work properly.
   • Set up line permissions​ in the DIGITS app or MyDIGITS portal to associate the T-Mobile ID to the DIGITS lines being used.
   • Non-T-Mobile DIGITS Talk & Text customers will need to set up a T-Mobile ID using the myDIGITS portal
2. Note that the DIGITS line needs to have an e911 address assigned. Copy the e911 address from a voice line to set this up.
3. Enable Multiple Device Services on My T-Mobile.

1. To access DIGITS, complete the steps below based upon the DIGITS product type:
   • DIGITS Talk & Text, PROXY by DIGITS, or Non T-Mobile DIGITS Talk & Text: Download and install the DIGITS app​ or visit https://digits.t-mobile.com online.
   • Data with Paired DIGITS
     • Wearables: Follow the device specific Getting started steps to complete On Device Activation and set up cellular.
     • Smartphones: Insert the paired SIM card into the device to call, text, and access data services natively from the device.
     • iOS: Messages sent via iMessage will not sync between Apple and Android devices. 
2. Advise customers that in limited circumstances, 9-1-1 Emergency Service may not operate as expected with DIGITS. 
   • Whenever possible, customers should call or text 911 using the primary T-Mobile phone number. 
   • Always give the 911 operator the location and the number they can be called back. 
   • Be aware that a callback could be answered by anyone they are sharing a DIGITS number with. 
3. Use the DIGITS section in your tools to troubleshoot issues.  If the customer’s issue doesn’t match one of the DIGITS flows, use the troubleshooting flow that closely matches the issue (e.g. cannot make and receive calls).

General support

Support DIGITS lines like any other line, including account changes, device how-to's, and troubleshoot with Atlas troubleshooting or the FIX flows in Grand Central.  

• Most T-Mobile plans have DIGITS app and website access already included at no extra charge which allows access to existing phone numbers on another device. 
• PROXY by DIGITS required a new activation to receive the monthly discount (Max of one PROXY by DIGITS line per BAN).
• You can port in a number to use with DIGITS Talk and Text or Non-T-Mobile DIGITS Talk and Text.
• Change the Product/Line Type in Samson​ to change a GSM plan to/from a DIGITS plan. When converting a DIGITS Talk & Text or Proxy by DIGITS line to a regular line:
  • Customers have to get a new SIM card. 
  • The virtual SIM for DIGITS Talk & Text or Proxy by DIGITS will not work with a physical device, and without the new SIM, customers will not be able to use their service.
• Manage DIGITS on My T-Mobile / MyDIGITS portal
  • Pair the new line with the primary line when customers add the Data with paired DIGITS plans.
    
  • Customers adding DIGITS Talk & Text plans must add themselves as a user before they can start to use these.
• Most short codes are only delivered to the primary SIM card. They may not display in the DIGITS Web Client, DIGITS App, or on Data with paired DIGITS lines.
• When a voice line is enabled in the DIGITS app or Web Client, the customer will receive an SMS stating "T-Mobile Security Message: A device has logged into your T-Mobile line xxx-xxx-xxxx via DIGITS. If this wasn't you, call us immediately at 611 and mention "Ref 100" to the agent to block this activity." If the customer did not enable the line or reports their number has been spoofed or compromised, follow standard fraud processes.

Set Expectations for DIGITS / Watch Paired plans

• Get a T-Mobile ID to make managing DIGITS easier.
• Enable Multiple Device Services for the primary line (not the DIGITS line) in My T-Mobile or the T-Mobile app.
• Pair the DIGITS line with the primary line in the myDIGITS portal. This tells the device which number it's a copy of and can be changed at any time.
• Data with Paired lines cannot be accessed in the T-Mobile DIGITS app & web client.
• Existing lines can convert to or from one of these plans but reps must change the product type.
• Data with Paired DIGITS plans do not support Mobile HotSpot.
  
• Devices using a Data with Paired DIGITS plan are eligible for Device Protection. 

Using DIGITS

• Data with paired DIGITS lines provide the indicated services in North America only (US, Mexico, and Canada).All calls made from the US to other countries are billed the same as your primary line’s features.
• International roaming: 
  • All international roaming calls and text are billed at the standard international rates.
  • International data roaming is unlimited at 128kbps.
  • Apple watch note: 
    • International roaming is supported on the Apple Watch Series 5 and newer (including SE) running watchOS 9.1 or later.
    • Data Roaming must be enabled on the Apple Watch (Settings > Cellular > turn on Data Roaming)
    • The roaming option is only available when the watch is set up in companion mode (e.g. Set up for myself), not Family Setup mode.
• A separate MSISDN for the Data with Paired DIGITS line will display on My T-Mobile, the customer’s bill, and Atlas. This number cannot be used and is for billing purposes only.
• Most short codes are only delivered to the primary SIM card. They may not display in the DIGITS Web Client, DIGITS App, or on Data with paired DIGITS lines.
  
• If there’s an active call on one device, another call cannot be initiated until the call is ended on the first device.
  
• Data with Paired DIGITS lines have their own data bucket. Both devices can use data simultaneously.
  
• Calls will not go to the Data w/ paired DIGITS device (ie, watch) if the phone (GSM) line is suspended/IMEI blocked. Messages may not go to the paired watch if the phone is turned off so let customers know their phone should be connected to Wi-Fi or cellular in these situations.