Netflix support

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Get support, redeem Netflix on Us, or add a Netflix paid subscription with T-Mobile. You can also learn more about this streaming benefit, such as what's included and eligibility, at T-Mobile.com > Netflix on Us!

On this page:

 

Get Netflix support  

Visit the Netflix Help Center or contact Netflix for support with:   

  • Changing method of payment if you no longer receive Netflix subscription through T-Mobile.
  • Netflix title inquiries and account management, including sign-in issues or credit card billing questions.  
  • Streaming issues when off of the T-Mobile network.  
  • Troubleshooting and using the Netflix app or website. 
  • Logging into your Netflix account to upgrade or downgrade your subscription. Changes made via Netflix will take effect immediately and you will receive a text confirmation from T-Mobile and an email from Netflix.  

This issue can occur for one of the following reasons:

  • You do not have permissions to add Netflix. The Primary Account Holder and Authorized users may add paid Netflix subscriptions. To manage your account permission settings, visit Set online permissions
  • Your rate plan does not include Netflix on Us. Not all plans are eligible for Netflix on Us. Not eligible examples: 
    • Any tax excluded plan 
    • Mobile Internet plans (including DIGITS, LineLink, and Wearable) 
    • No Credit Check 
    • Prepaid 
    • Some single line plans 
    • T-Mobile Essentials   
  1. Log in to T-Mobile.com.
  2. Select Access Manage Data and Add Ons.
  3. Scroll to and find the Netflix feature.
  4. Select the arrow to expand the text of the feature.
  5. In the text of the feature, there is a line that says “If you are already on a plan with Netflix included sign up for Netflix here.”
  6. Select that link to go to the Netflix Sign Up page, which confirms you’re enrolled and displays the Recover Your Account link.

Internet connection support

  • Review Internet and data issues if you are using the T-Mobile network  or a  T-Mobile roaming partner 
  • Contact Netflix for Wi-Fi or other network support.

Netflix App support

Review app freezes, crash, or force close if the Netflix app:  

  • Runs slow, crashes, freezes, shows blank screens 
  • Shows error messages 
  • Isn't updating 
  • Won't load 

Contact Netflix for all other app issues, such as downloads or parental controls.

Display support

Blank screen when attempting to stream

Contact Netflix for support.

 

Add and redeem - Netflix on Us or discounted upgrades

Netflix streaming subscription requires redemption, a new or existing active Netflix account, and a compatible streaming device or app before it can be used.    

  • You can use your existing Netflix account when activating Netflix on Us.
    • If you have an existing Netflix account, log out of the Netflix app or website on your device.
    • If you don't have an existing Netflix account, you can create one when redeeming Netflix on Us. 
  • Limit of one Netflix On Us streaming subscription per account.

 

If you receive the ‘Cannot add via app” message, you can still use T-Mobile.com to make the change. See the Manage your plan page for more details.

  1. Access T Life on your device.
  2. Select Manage > See plans.
  3. Choose Manage add-ons.
  4. Go to the Services section and choose a Netflix service, then select Continue. 
  5. Choose Change Date to select a start date. If you don't change the date, it will start immediately.
  6. Select Agree & Submit.
  7. Select Go to Netflix. Netflix.com will open.
  8. Enter your Netflix account email address into the field that appears and select Continue.  
    • Double-check your log-in information, especially if it auto-populates, to make sure the correct Netflix account is linked to your T-Mobile account.  
    • You can use “Forgot Email” if needed.   
    • If you don't have a Netflix account, enter the email address you want to use for Netflix into the email address field, select Continue, and create a password to use for your Netflix login.  
  9. Enter your Netflix password, then select Continue.  
  10. Confirm the Netflix plan you want, then select Continue.  
  11. Confirm the plan details, then select Start Watching.   
  1. Log into www.t-mobile.com on a web browser.
  2. Click the View account link (located to the right of the “Other lines and Devices” section).
    • If the account is 1 line, the View account link will display to the right of the “My Line” section.
  3. Click Manage Add-Ons (in a box labeled “Your Plan”).
  4. Scroll to Account-Level Services and select the preferred Netflix option.
  5. Highlight the checkbox for the selected option, then click Continue.
  6. Read the notification > select Agree to continue.  
  7. Review the summary > select Agree & Submit. 
  8. Select Go to Netflix. Netflix.com will open.
  9. Enter your Netflix account email address into the field that appears > select Continue.  
    • Double-check your log-in information, especially if it auto-populates, to make sure the correct Netflix account is linked to your T-Mobile account.  
    • You can use “Forgot Email” if needed.   
    • If you don't have a Netflix account, enter the email address you want to use for Netflix into the email address field, select Continue, and create a password to use for your Netflix login.  
  10. Enter your Netflix password > select Continue.  
  11. Confirm the Netflix plan you want > select Continue.  
  12. Confirm plan details > select Start Watching.   

 

Add and redeem - Netflix paid subscription 

Adding a Netflix paid subscription as the Primary Account Holder (PAH)

  • If a Primary Account Holder adds a Netflix paid subscription for another line, the PAH will receive a confirmation text message.
  • The line receiving Netflix will receive the redemption SMS.
  • The PAH can either complete the redemption on behalf of the other line or the other line can complete redemption via the SMS message.

To complete redemption as the other line

  1. Click the SMS link > Log into My T-Mobile. If you do not have an account, you are prompted to create one (PAH permissions are not needed to create a login).
  2. Follow on-screen prompts to activate Netflix and complete the setup on Netflix.

You may add a paid subscription if:

  • You are the T-Mobile primary account holder or Authorized User and you are ineligible for the Netflix on Us benefit.
  • You are the T-Mobile primary account holder or Authorized User and you are eligible for the Netflix On Us benefit but you would like to purchase an additional Netflix account Add-on(s).
  • You are eligible to add an additional paid subscriptions for each voice line on your T-Mobile account

 

  1. Log on to www.t-mobile.com on a web browser.
  2. Select View Account (to the right of My Line or Other Lines and Devices, depending on how many phone lines the customer has).
  3. Select Manage Add-ons under Your Plan.
  4. Scroll down to Line-Level Services.
    1. T-Mobile will display which phone line is being updated.
    2. If needed, use the dropdown at the top to change which phone line you want to add Netflix to.
  5. Select the preferred Netflix option under Line-Level Services (Standard with ads, Standard, or Premium).
  6. Highlight the checkbox, then click Continue.
  7. Accept the Terms & Conditions.
  8. Accept Third-Party Terms & Conditions, then press Activate to be redirected to Netflix.com.
  9. Enter your existing Netflix email address and password (if you want to link your current account) or create a new Netflix account to be linked.

 

An add-on can be activated by the T-Mobile primary account holder, or by a person the primary account holder has purchased it for. If a T-Mobile primary account owner has purchased a Netflix add-on for you, you will receive an SMS with an activation link.

  1. Click the activation link in the SMS.
  2. Sign in to T-Mobile account on My T-Mobile.
    • If you do not have a T-Mobile account, you will be prompted to create one.
  3. Click the > next to the Netflix add-on to activate.
  4. Select the box to accept the Terms & Conditions and click Start activation.
  5. Enter your existing Netflix email address and password (if you want to link your current account) or create a new Netflix account to be linked. 

 

Review billing  

T-Mobile acts as the method of payment for your Netflix subscription each month after you opt in to Netflix on Us or add a Netflix paid  subscription with T-Mobile.   

  • For existing Netflix customers, it may take one to two Netflix billing cycles for your Netflix billing to transfer to T-Mobile. 
  • You can upgrade from the Netflix on Us subscription included in your plan and will be responsible for paying an upgrade charge through your T-Mobile bill.
    • You can upgrade or downgrade your Netflix plan at any time. 
    • T-Mobile will become the method of payment for your Netflix account after adding this feature and completing the redemption process. 
    • All non-billing account changes can be made by logging into your Netflix account. 
    • If you remove the Netflix subscription plan from your T-Mobile account, T-Mobile will immediately stop being your Netflix method of payment. You will need to add an alternative method of payment. 
  • Description on the bill will say Netflix Discount and will show the charge for the subscription, along with the discount amount. 

 

Cancelling  

  • If you cancel your T-Mobile account, you will immediately lose your Netflix benefit. T-Mobile will no longer be your Netflix method of payment.
    • If your Netflix account does not have a valid payment method on file, your account will go on hold. 
    • To continue streaming, sign in to your Netflix Account page and add a new payment method. 
  • If Netflix is billing you directly, contact Netflix if you wish to cancel your streaming account and determine if there have been potential charges applied to any previous method of payment you may have had on file with Netflix. 

 

 

Full terms 

Netflix Terms of Use apply: www.netflix.com/termsofuse. 1 per T-Mobile account; for existing Netflix members it may take 1-2 bill cycles during which time you will continue to be charged separately for any existing Netflix account. If you link an existing Netflix account, terminating the qualifying line(s) will not automatically cancel your Netflix membership, and Netflix will automatically resume charging your existing payment method that they have on file.

Receive Netflix Standard with ads while you maintain 1 qualifying Go5G Next, Go5G Plus or Magenta Max line or 2+ Go5G or Magenta lines in good standing. Netflix account, plan availability & compatible device required. Alternative discount toward different Netflix streaming plans may apply. Not redeemable or refundable for cash; cannot be exchanged for Netflix gift subscriptions. Cancel Netflix anytime. Subject to change. Like all plans, features may change or be discontinued at any time; see T-Mobile Terms and Conditions at T-Mobile.com for details.  

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