T-Mobile customers are starting to receive text messages from the carrier asking them to authorize other people on their account for faster customer service when visiting stores. The move is designed to streamline the in-store experience and reduce wait times, but it’s also part of the company’s bigger push to get everyone using their T-Life app.

According to PhoneArena, the texts are being sent because T-Mobile employees have been struggling to help customers who haven’t set up the required authorizations through the T-Life app. In some cases, store workers have had to turn customers away or work around the system just to provide basic help.

The issue stems from T-Mobile’s aggressive focus on getting customers to handle everything through T-Life. Store employees reportedly can’t assist customers with many tasks unless they’ve properly authorized account access through the app beforehand. This has created frustrating situations where customers walk into stores expecting help but can’t get it because of app-related roadblocks.

T-Mobile apparently wants complete T-Life adoption by 2027, and the company plans to transform most physical stores into “Experience Stores” focused mainly on customer support rather than device sales. Some employees have expressed concerns about potential store closures and job cuts as the company shifts more operations to the digital platform.

If you get this text from T-Mobile, responding to it could save you headaches during future store visits. While some customers are still resisting the T-Life app, the reality is that T-Mobile seems determined to make it mandatory for most account management tasks.

Source: PhoneArena