T-Mobile offers billing information in both Spanish and English.

• The Spanish bill appears in the same format with the same information as the English bill.
• If you need help reading your bill, see Reading your bill.
• Only one bill language can be assigned per account.
• If you live in the United States, English is the default language. If you live in Puerto Rico, your bill defaults to Spanish.
• Your selected bill language applies to:
  • Billing statements
    
  • Paperless billing statements
    
  • Courtesy statements
    
  • FlexPay reminders
    
  • Collection notices
    
  • Your eBill on My T-Mobile (Account Use, Bill Summary, etc.)

                  Exception: All billing notices sent via text message are sent in English.

• If you change your bill language, it will take effect during your current billing cycle.
• Although every attempt is made to provide a Spanish version, marketing materials, such as bill inserts, do not always contain Spanish versions.

If you would like to change the language on your bill, please contact Customer Care.

We strive to make your bill clear and easy to read. But we know that sometimes it really helps to have it spelled out piece by piece. So that’s exactly what we’ve done. Check out the annotated online bill below to learn more about your bill.

1. Find your bill by logging in to My T-Mobile. If you're already logged in, click Back to Account in the upper right corner of your screen.
2. Click View My Bill
3. The bill summary will show your Bill Overview and Call Details

You can filter your My T-Mobile bill to find out:

• What calls are costing you money if you have overages.
• What number you called on a particular date and time.
• How much each person on the account owes per month.
• Charge details.

To see the personal usage information for all lines on the account, select See call records located above the mobile number you want to view.

Click on each tab to sort through usage details for individual lines. Use this function to quickly determine how and where you are using minutes, text messages, data, and Premium Services.

Your My T-Mobile account provides a variety of ways to filter your bill. For example, you can filter by date, time, or number. Simply click on the category you wish to see more details about.

Charge details are available by clicking the + sign next to the charge label.

To change your billing account information online, you must either be the Primary Account Holder for your account, or be granted permissions by your Primary Account Holder. If you are unable to make changes to your billing account information, contact your Primary Account Holder. For more information on permissions, go to Primary Account Holder management.

To update your billing address or account information, perform the following steps:

1. Log in to My T-Mobile. If you're already logged in, click Back to Your Account in the upper right corner of your screen.
2. From the top navigation menu under Manage, Your profile, click Billing Address
   Note:  You can also click Change Billing Address from the quick links on the right.
3. Enter the desired changes and then click Save Changes.

Note: All changes will be effective no earlier than the month following your current billing cycle.

Post Office Change of Address

If you file a Change of Address form with the United States Postal Service, T-Mobile receives notification of the change and your billing address is updated accordingly.

Incorrectly received mail

Mailing errors may occasionally occur due to one or more circumstances, such as a recent change of address. If you are receiving mail or bills for a T-Mobile customer unknown to you at your address, follow these steps:

1. Do NOT open the bill.
2. Write "Return to Sender" on the unopened bill and place in the mail.

For your convenience, T-Mobile may provide you with a free text message or email notification reminding you that your bill is almost due.

You may receive these notifications if you:

• Paid a deposit at activation
• Are signed up for EasyPay
• Are signed up for Paperless Billing
• Arrange to pay with a Future Dated Check
• Opt to receive an alert through your My Account app

If you paid a deposit:

You will receive two Bill Reminder texts each month. The first text will arrive five days before your due date, and the second will arrive one day before your due date. These notifications are required and cannot be turned off.

If you are signed up for EasyPay:

You will receive a confirmation text message the day your payment is deducted from your account. This notification is required by payment regulatory agencies and cannot be disabled.

Free T-Mobile Message: JOHN DOE authorized a recurring ACH pmt of $XX.XX from acct ending in 0001 to TMo acct ending in 0001 on DATE, confirm # 00000001. For questions dial 611."

If you are signed up for Paperless Billing:

You can change your due date notification settings anytime on My T-Mobile so that you receive one of the following:

• Both an email and a text message
• Only a text message
• Only an email

If you arrange to pay with a Future Dated Check:

• You will receive a free confirmation message after making a payment through our automated system or Customer Care.

Note: Confirmation text messages for Future Dated Check payments are shown as ACH (Automated Clearinghouse).

• You will receive a Future Dated Check Notification Letter seven days prior to each Future Dated Check in the arrangement.

If you opted to receive an alert through your My Account app:

You can change this setting anytime. In the My Account app under Alerts and Events > Alert Settings, check or uncheck the Payment Reminder box.

If you made a payment and it didn't post to your account:

• Check the payment posting timelines. A payment is not considered missing until after it has exceeded the appropriate timeline.
  • EasyPay - Payments are automatically deducted each month approximately three days before your due date.
  • Electronic Check / Credit Card / Payment Center / Over the Phone - Payments post in real-time within a few minutes of submitting the payment.
  • Payments by Mail - Payments sent in the mail post within seven days from the mailing date.
• Do you have more than one T-Mobile account?
  • Check your other account(s) to make sure the payment did not post to the wrong one.
  • If your payment posted to an unintended account, see Misapplied payment.
• If the payment has exceeded the posting timeline and it was not misapplied, contact Customer Care. Be ready with the following information:
  • Your mobile number
  • The mobile number of the primary account holder, if different.
  • The payment amount
  • The payment method (cash, check, credit card)
  • The date of the payment
  • The payment channel (online, over the phone, by mail)
  • Knowledge of whether or not the funds have cleared your bank or posted to your credit card.
• You will receive a text message once your missing payment research request is received. Please allow four business days for a resolution.
• You will be contacted if additional information is needed.

Note: Please do NOT stop payment on a check that is missing. This may result in fees charged to your T-Mobile account.

We know how important it is to keep track of your finances, so we've made it easy for you to view your payment history.

Just follow these simple steps:

1. Log in to My T-Mobile.  If you're already logged in, click Back to Your Account in the upper right corner of your screen.
2. In the ‘See your bill’ section, click the Payment history button.

  3. The Payment history page appears. It shows the date of the payment, amount, and method as well as a link to view the bill/receipt.

Not registered on My T-Mobile? You can use the My Account application on your smartphone.

• From My Account, select Billing, then select View Payment History.
• This shows your last 5 payments.

Remember: You can always dial 611 or #225# to find out your balance and the amount of your last payment received.

.

For tax filing purposes:

• You must call Customer Care to file a Payment History Request. Please be ready with the following information:
  • Phone number
  • Account number
  • Mailing address
  • Additional contact number
  • Months requested in the payment history
• Your request will be processed within 24 hours.
• You will receive your request within 5-10 business days.

Note: If you would like a copy of an entire bill instead of a summary of your payments for the year, see Obtain a copy of a previous bill.

You can make a one-time payment using your checking account by following these steps:

1. Log in to My T-Mobile. If you're already logged in, click Back to Your Account in the upper right corner of your screen.
2. Click Pay my bill. 
   Note: This is located in the My bill box.

    

   
   

    

3. The Make a one-time payment page will appear.
4. Select Total amount due to pay the current balance or enter the amount that you would like to pay in the Other amount field.
5. In the Payment method section, select the radio button next to Checking account. 
   Note: If you previously stored your checking account information, you may select it here.
6. Enter your Name, Bank routing number and checking account number.
7. Prior to clicking Next, you have the opportunity to sign up for automatic payments with EasyPay. To enroll, simply check the box next to Sign up for automatic payments with EasyPay.
8. Click Next to move to the next screen.

    

    

9. Review your payment information and read the Terms and Conditions for a one-time payment.
10. Confirm the payment by clicking in the box next to I have read and agree to the Terms and Conditions for One Time Payment.
11. Prior to submitting the payment, you have the option to store your payment information for future one-time payments. By checking the box, you allow T-Mobile to store your payment method for future use by you and verified users to make a payment.
12. Click Submit.

     

     

T-Mobile wants to fit seamlessly into your life. That's why we make it possible for you to change your bill cycle to correspond with the arrival of your paycheck and other bills. T-Mobile asks that you meet certain qualifications before performing a change to your bill cycle.

Qualifications

T-Mobile will evaluate your request to change your bill cycle on an individual basis. You may qualify if:

• You have not made a previous change to your bill cycle. 
• The proposed close date of the new cycle is more than 10 days from the current close date. 
• Your account is not associated with a larger corporate account known as a node. Examples of such accounts would be: 
  • Accounts set up in the business name for which the business is responsible for payment. 
  • Accounts set up by an individual who works for a company with a corporate agreement for T-Mobile wireless services. The accounts are set up in the individual’s name and that person is responsible for payment.

If you do not meet these qualifications, your due date will remain the same. For more information on changing your bill cycle, please contact Customer Care to see if your account is eligible to have the due date changed.

Billing Impacts

• Bill Arrears:
  • Your next statement includes the full monthly recurring charges based on the old cycle. The following statement will then cover a shorter period of time, so the monthly charges will be prorated as a result of the changed close date.
  • Discounts are not prorated so they will appear on the bill for your first full bill cycle after the change.
• Bill Current:
  • Your next statement includes the prorated monthly charges for the month that the bill cycle change goes into effect. After that, the full monthly charges are included on all future bills.
  • Discounts are not prorated so they will appear on the bill for your first full bill cycle after the change.

Note: If you currently have an open Equipment Installment Plan (EIP), the installments are not prorated. The payment will be for the “regular amount” on your next bill as our billing system sends any EIP charges to the bill approximately two days before the cycle close date, regardless of what changes occur to the bill cycle.

If you file bankruptcy, mail your notice(s) to us at the following address:

Bankruptcy Department

P.O. Box 53410

Bellevue, WA 98015-3410

Be sure to include your T-Mobile account number, Social Security number, or Tax ID with the documentation.

Restriction: You cannot email bankruptcy documentation. Mailing ensures the correct bankruptcy documentation is on file and that your request is processed in a timely manner.

This article is designed to provide answers to commonly asked fraud, security and privacy questions.

What should I do to help keep my account secure?

Someone used my phone without permission. What should I do?

What should I do if my phone is lost or stolen?

What is identity theft?

How can I protect myself against identity theft?

What does T-Mobile do to prevent identity theft?

Someone opened a T-Mobile account using my information, without my permission. What should I do?

What is phishing(email) and smshing(sms/text message)

I lost my Subscriber Identity Module (SIM) card. What should I do?

What should I do with my old Subscriber Identity Module (SIM) card(s)?

What should I do to help keep my account secure?

Your Account

T-Mobile policy requires that the primary account holder contact Customer Care to provide approved authorized users who are allowed to have access to your account. The primary account holder and any authorized users will be required to verify the account.

All T-Mobile accounts can be protected by a password, and T-Mobile encourages you to use this protection. T-Mobile Customer Care representatives will use your password to verify that callers have authorized access to your account before making any changes or releasing information.

To set up your account password, contact Customer Care.

My T-Mobile

T-Mobile provides customers with the ability to service their own accounts through My T-Mobile. My T-Mobile also requires a password. Many people choose passwords that are easy to remember, but they may also be easy for others to guess. Here are a few tips:

• Never use any part of your Social Security number (SSN) 
• Mix numbers and letters 
• Typically, longer passwords are more secure 
• Try to avoid obvious things like pet or child names

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Someone used my phone without permission. What should I do?

The best way to prevent someone from using your phone without your permission is to make sure your phone’s PIN or lock code is set up and turned on. Virtually all mobile devices have PIN or lock code functionality, which is essentially a numbered pass code that will prevent device operation until the correct code is entered. With an active PIN or lock code, someone that borrows your phone can only use it with your permission.

If you are unsure how to set up your PIN or lock code, check the instruction booklet for your device. For information on equipment features and online versions of their instruction manuals, go to T-Mobile’s Phone and Device Support page. If you need additional help, any T-Mobile store representative can assist you or you can call T-Mobile Customer Care.

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What should I do if my phone is lost or stolen?

If your phone is lost, log into My T-Mobile to suspend your account. You are responsible for all calls made on your phone, so suspending your account as soon as you realize your phone is missing will help prevent any unauthorized use and additional charges. If you find your lost phone later, return to My T-Mobile to restore service.

If you have Equipment Protection with Mobile Security on your account, you can use My T-Mobile to try locating, locking, or wiping your phone before contacting the insurance company, Asurion, to file a claim. If you do not have this feature on your account, then you will need to replace the phone. You have the ability to order a replacement phone through My T-Mobile.

Setting up your device’s PIN or lock code is an excellent way to reduce the risk of unauthorized calls and charges, particularly if your phone is stolen. For information on setting up your device’s PIN or lock code, go T-Mobile’s Phone and Device Support page.

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What is identity theft?

Identity theft is a crime where personal consumer information is acquired—usually stolen—and used without authorization, to commit fraud and other crimes. These crimes may include using the stolen consumer information to purchase items on credit, gain access to restricted data, or to establish services, such as credit cards.

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How can I protect myself against identity theft?

For an identity thief to be successful, he or she must first have access to your personal information. An important step in protecting yourself from identity theft is to limit that access.

For information on protecting yourself against identity theft, refer to the following tips:

• Never throw away bills or correspondence containing your social security number, driver’s license, credit card numbers, loan numbers, or any other financial or personal information. Use of a shredder is recommended; they are relatively inexpensive and are available at most retail stores with an office supply department. 
• Never provide your personal information over the phone to telemarketers or other unverifiable callers. 
• Be wary of phishing schemes. 
• Don’t carry your social security card with you, and only carry those credit and debit cards that you use frequently. 
• Check your credit report at least once a year, and inspect it for inaccuracies.

Note: While there are no guarantees, following these tips will help reduce your exposure to potential identity theft. For more tips on preventing identity theft and what to do if you discover you have become a victim, go to the Federal Trade Commission’s Identity Theft Website.

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What does T-Mobile do to prevent identity theft?

T-Mobile uses strict security measures, including password validation and account verification, to protect our customer’s personal information. In addition, T-Mobile provides ongoing training to our customer service representatives and administers call quality programs. All of this ensures that, as best as possible, we only deal with authorized users.

T-Mobile also complies with all applicable federal and state regulations regarding the care, use, and disclosure of customer information. For more information on the applicable Federal Privacy and Security regulations, go to T-Mobile Privacy Notice.

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Someone opened a T-Mobile account using my information, without my permission. What should I do?

T-Mobile takes fraud claims very seriously. We will do our utmost to ensure that if you have been victimized, the inconvenience to you is minimal. When you notify T-Mobile, we will conduct a thorough investigation and provide you with an expeditious resolution.

To notify T-Mobile, perform the following steps:

1. Immediately contact Customer Care.
2. Advise the representative that you did not authorize the account.
3. Be prepared to provide contact information and information on how you discovered the account.

T-Mobile will conduct a thorough investigation and provide you with an expeditious resolution.

Note: You may also want to obtain a copy of your credit report from the credit bureaus and inspect it for any additional unauthorized accounts or inquiries. Additional information and help can be found at the Federal Trade Commission’s Identity Theft Website.

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What is phishing (email) and smshing (sms/text message)

How phishing and smshing works

• A customer receives an email or sms that appears to be from a legitimate institution and one that he or she does business with, such as a bank. 
• The email or sms contains all appropriate branding and language and in every way appears to have been sent, as in this example, from his or her bank. The email or sms may even include links to the bank’s Web site, or one designed to look like it, and language ensuring the security and privacy of the e-mail or sms. 
• The e-mail or sms will request that the customer verify his or her password, social security number, or other such personal information. The e-mail or sms may suggest it is a routine request or that the information is needed to restore a lost file. Typically, the e-mail or sms will attempt to create a sense of urgency by stating that failure to reply will result in account closure, fees, etc.

Identity thieves send these e-mails or sms, typically in a mass mailing, in the hopes that the recipients will respond and provide their personal information. Any information the identity thief receives is either resold or used to commit fraud.

Things to look for

• Phishing emails or smshing sms often use generic greetings, such as Dear valued (business name) customer, or have no greeting at all, stating that the email or sms is being sent to all customers or clients. 
• Watch for links that claim they will take you to your account. These links often direct you to sites designed to emulate the real Web site, but are actually reproductions designed to fool you into providing your personal data or access passwords, which are then sent to the identity thief. 
• Look for language attempting to create a sense of urgency, such as you must respond within 48 hours to avoid account closure. Some phishing emails or smshing sms may even claim that your account has been compromised and your verification is required to protect your account from unauthorized use.

What you can do to avoid becoming a victim of phishing or smshing

• Never respond to an email or sms containing the elements described above and never provide your personal data. Instead, contact the business directly and make sure that the email or sms is legitimate. 
• Remember that few, if any, businesses—particularly those requiring your personal data such as banks, wireless companies, etc.—will ever request your personal data in an email or sms. Be suspicious if you suddenly receive an email or sms requesting that you validate your personal information. 
• Delete the email or sms and do not click any of the links it provides.

Note: T-Mobile will never request that your personal data be verified by email or sms.

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I lost my Subscriber Identity Module (SIM) card. What should I do?

Your SIM card is the device that tells T-Mobile who is making a call and whose account to bill, so losing your SIM card is just as important as losing your phone.

If you have lost your SIM card, immediately call T-Mobile Customer Care and inform them that your SIM card has been lost. Customer Care will be able to cancel the SIM card so that no calls can be made and direct you on how to obtain a new one.

Note: A SIM card is very small and easy to misplace. Once you have placed your SIM card into your wireless phone or device, there are few, if any, reasons to remove it. The best way to keep your SIM card safe is to leave it in your wireless device until you are ready to either replace the device or, for some reason, need to replace the SIM card.

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What should I do with my old Subscriber Identity Module (SIM) card(s)?

There may be times when you replace your old SIM card with a new one, but it is important to remember that the old SIM card should be taken care of appropriately. If you are replacing your SIM card, it is likely that the old SIM card is no longer active; however, it may still contain your address book, called numbers, and any other information you saved to the SIM card memory.

For tips on what to do with your old SIM card, refer to the following information:

• Treat your old SIM card as you would an address book or other collection of personal information. Do not throw it away or give it to anyone. 
• Many wireless devices that require a SIM card also have tools that allow you to delete all data saved to your SIM card, such as your phone book. After transferring any data you want to save, delete the data from your old SIM card. You can find help on deleting SIM card data from your device’s instruction booklet, or from T-Mobile’s Phone and Device Support page. 
• If you are sure you no longer need the old SIM card, destroy it by shredding or cutting the SIM card.

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This article is designed to provide answers to commonly asked Flexpay Billing questions .

When and how do I pay for my monthly FlexPay service plan?

Can I set up EasyPay to make my payments?

What if I’m on a one or two-year service agreement and short on cash?

What if I’m on a month-to-month service agreement and short on cash?

How do I reinstate service?

What happens if I don’t pay my entire balance due?

How do I read my online statements?

Can I change the due date on my monthly service cycle?

Can I make payment arrangements on my FlexPay account?

When will I receive a mailed Paper Payment Reminder?

Why am I unable to make certain changes to my FlexPay account?

How long will it take for me to receive the payment reminders showing any additional charges for changes I make during the month?

When and how do I pay for my monthly FlexPay service plan?

FlexPay accounts are set up for payment to be made in advance, making it necessary for you to pay before the start of each new billing cycle in order for your phone to remain active. This can easily be done by mail, through our automated Customer Care system, online at My T-Mobile, or at any T-Mobile store or kiosk.

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Can I set up EasyPay to make my payments?

Yes, you can also enroll in EasyPay and have the amount deducted from your debit or credit card each month. If EasyPay is not a good fit for you, that is no problem; just pay a $4.99 per line Control Charge upfront each month.

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What if I’m on a one or two-year service agreement and short on cash?

If you don’t pay for an upcoming service cycle by your payment due date, you can still use your phone at a rate of 20¢ a minute if you have funds in your FlexAccount^SM. We even give you a grace period of 45 days to pay your monthly service charges. But be sure to make a payment in that timeframe or your account will be canceled. For more details on service cancellation, see your terms and conditions.

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What if I’m on a month-to-month service agreement and short on cash?

If you don’t pay for an upcoming service cycle by your due date, you can still use your phone at a rate of 20¢ a minute if you have funds in your FlexAccount. Your service will be canceled if you don’t make a payment or use your phone at all for 90 days.

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How do I reinstate service?

To resume service during your monthly service cycle, you can pay the prorated monthly service charge and receive a prorated number of Whenever Minutes® (or other monthly services, such as a messaging bundle) for the remaining days. If you pay during the last 5 days of your service cycle, you will need to pay for those remaining days and your next month of service to reinstate your monthly services.

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What happens if I don’t pay my entire balance due?

Service is suspended if the balance due is not paid in full by the due date. If you make a partial payment toward your monthly service charge, you will receive a prorated number of Whenever Minutes (or other monthly services, such as a messaging bundle) for the remaining days in your service cycle. When making a partial payment, we cannot confirm in advance the exact date when service can be restored.

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How do I read my online statements?

For more information about reading your statements, go to the following:

How do I read my online payment reminder? - FlexPay(SM)

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Can I change the due date on my monthly service cycle?

No, the due date is set by your activation date.

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Can I make payment arrangements on my FlexPay account?

No. FlexPay is a Pay in Advance service and is not eligible for payment arrangements.

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When will I receive a mailed Paper Payment Reminder?

For information on when you will receive a mailed Paper Payment Reminder, go to Payment Reminder.

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Why am I unable to make certain changes to my FlexPay(SM) account?

Some account changes cannot be made while the Payment Reminder is processing. This processing period begins at the start of the billing cycle and lasts 4 days.

The following changes cannot be made during this timeframe:

• Changes from Pooling Plan to Non-Pooled Account type 
• Mobile Number changes 
• Address changes 
• Name changes

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How long will it take for me to receive the payment reminders showing any additional charges for changes I make during the month?

Charges for changes made during the month, including feature and rate plan upgrades or downgrades will be reflected in the following month's payment reminder. If you want to see your amount due before then, you can always check on your handset by dialing #BAL# or by visiting My T-Mobile.

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Payment Reminders display the balance due that must be paid to continue the next month's service. The payment reminder includes the Monthly Recurring Charges, including optional features, taxes, and fees.

The following FlexPay^SM customers receive a monthly paper Payment Reminder:

1. FlexPay Annual Contract customers 
2. FlexPay Monthly Contract customers who meet one of the following criteria: 
   • Billing address located in Puerto Rico 
   • Enrolled in EasyPay
   • Signed up for an Equipment Installment Plan

Important:

• FlexPay Monthly customers who do not meet the above criteria will not receive a mailed Paper Payment Reminder. They will instead receive a text message Payment Reminder. 
• FlexPay customers should sign up for Paperless Billing to receive Payment Reminders, account notifications, and other offers via email.
• FlexPay customers can log in to My T-Mobile.com to review their latest Payment Reminder and Account Usage.

How to read your online payment reminder - FlexPay^SM

For information in Spanish, go to Cómo leer tu factura - FlexPay.

Your online bill is separated into the following sections:

Overview tab

Monthly Services area

Payment, FlexAccount Activity and Adjustments area

Payments tab

Statements tab

Service Details tab

Usage Details tab

Overview tab

The overview tab displays an activity summary on your account for the current service cycle.

Amount Due area

NOTE: Important messages about your account status may be shown here.

Usage Summary area

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Monthly Services area

Your monthly services are listed here for the next service cycle. If changes to your plan were made, or if your services have been restored, a summary of those updates for the current month are also listed. If you have requested future changes to your plan or services, those changes for the future period will be listed as well.

Also, details on services for the prior month can be found in the Statement tab.

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Payment, FlexAccount Activity and Adjustments area

Your recent payments, FlexAccount refills and adjustments are listed here. Histories for these items are located in the Payment tab.

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Payments tab

A history of your monthly payments, FlexAccount activity, and adjustments will show on this tab for the available service cycles.

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Statements tab

Service Summary tab

Under Summary of Charges, you will find your previous balance, payments received, late fees, and monthly service charges.

Under Monthly Service Charges, you will find your mobile number(s) and a summary of the monthly charges, adjustments, usage, one-time charges, and other taxes and surcharges for your account.

Available Service contains a summary of the monthly services you had during the selected service cycle

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Service Details tab

Under Previous Balance and Payments, you will find your previous balance and payments received.

Under Monthly Services Charges, for each mobile number, you will find the details of monthly charges for your account.

Taxes, Fees, and Surcharges contain details on monthly taxes, fees, and surcharges you had during the selected service cycle

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Usage Details tab

Service plan transactions will display itemized usage for all minutes and messages included in your monthly services.

FlexAccount transactions will list all activity related to FlexAccount refills.

The following call types will be available for FlexPay subscribers:

• (F) T-Mobile to T-Mobile 
• (G) Voicemail 
• (L) Premium Services 
• (M) Multimedia 
• (R) Refill 
• (S) Text 
• (U) Unlimited HotSpot Calling 
• (V) myFaves® Call 
• (Z) E-mail

The Download icon will allow you to download your itemized usage into Excel format.

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How it happens:

If you are near the Canadian or Mexican border, you may receive the signal of a tower in a neighboring area. This is known as signal bouncing. This can also occur if you're on a regional rate plan and you get close to the coverage border.

Customers in the following areas could be charged roaming for domestic calls, data usage, or text messages:

• Near the Canadian border
• Near the Mexican border
• Near the Gulf of Mexico
• Near a coverage border for regional plans

Example: You are on a Pacific Northwest plan (Washington, Oregon, Idaho) and you receive a signal in Montana or California.

When signal bouncing occurs, calls appear to be placed in Canada, Mexico, the Gulf of Mexico or a neighboring state, and you are charged accordingly.

For more information on T-Mobile’s domestic data roaming policy, click here.

Notification

When you register on another country’s network, you should receive a free text message notifying you of the change, future courtesy messages, and self-help options.

Note: Laptop stick and netbook devices receive these text messages via the Connection Manager user interface.

How to prevent roaming charges:

Manually select T-Mobile’s network each time the handset is powered off and on. 

1. To follow the manual network selection process, use the steps outlined in the common procedures for your specific device.
2. For data usage, turn off data roaming while you are close to the border.

If you believe signal bouncing occurred on your bill, let us help! Contact Customer Care.

Because calls and services are billed differently for domestic and international roaming, sorting it all out can be confusing. Look no further. We will supply all the information for you to keep your loved ones close while avoiding surprises on your next bill.

Making and Receiving Calls

Text Messaging

Data Usage:

Calls to Customer Service:

T-Mobile provides the following payment options for you:

EasyPay

Electronic check

Credit card

Paying at a payment center

Paying through the mail

Paying over the phone

#EasyPay

Set up your account to make automatic monthly payments using an electronic check or credit card. Payments are automatically deducted each month approximately three days before your due date.

To set up or manage EasyPay, see Signing up and managing EasyPay.

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Electronic Check

To make a payment using an electronic check, see Make a one-time payment by checking account.

Notes:

• If the check is returned as NSF or insufficient funds, the check will be sent one more time in an attempt to get the funds from your bank account. Any bank fees that result from attempts to collect payment are your responsibility.
• You will receive a free text message for your payment. The message refers to the payment as an ACH (Automated Clearing House) transaction.

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#Credit Card

To make a payment using an ATM/debit or credit card, see Make a one-time payment by ATM/debit or credit card.

Notes:

• T-Mobile Gift Cards are not permitted for use with the EasyPay service.
• Acceptable credit cards are Visa, MasterCard, American Express and Discover.
• Acceptable ATM/debit cards will have the NYCE, pulse, STAR or ACCEL logos.

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#Paying at a payment center

To locate a payment center, perform the following steps:

1. Access the Store Locator.
2. From Find a T-Mobile Retail Store, within the Select a location type drop-down menu, select Payment center locations.
3. Enter the address information and select submit.

Note: The Store Locator will find the closest payment centers to your address location. 

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#Paying through the mail

To make a payment through the mail, refer to the addresses below:

Notes:

• An account number must be referenced on all payments in order to post properly.
• We will process payments within 24 - 48 hours of receipt. Mailing time will vary.
• You can mail a check or money order payment through the mail. Please do not send cash.

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#Paying over the phone

You can make a payment through our automated phone system, or by speaking to a Customer Care representative by dialing 611 or 1-877-453-1304. You must be either the Billing Responsible Party, or an authorized user able to verify the account when making a payment with a representative.  All payments made with a representative will have a $5.00 processing fee that will appear on your next bill.

To avoid the $5.00 processing fee, there are a number of self-help options available to you.

• EasyPay
• Over the phone through the automated system
• My T-Mobile
• T-Mobile retail store (payment kiosks are also available at some locations)
• Mailing the payment

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You can make a one-time payment using your ATM/debit or credit card. To make a payment using an ATM/debit or credit card, perform the following steps:

1. Log in to My T-Mobile. If you're already logged in, click Back to Your Account in the upper right corner of your screen.
2. Click Pay my bill. 
   Note: This is located in the My Bill box section.

    

   
   

    

3. The Make a one-time payment page will appear.
4. Select Total amount due to pay the current balance or enter the amount that you would like to pay in the Other Amount field.
5. In the Payment method section, select the radio button next to ATM/debit or credit card. 
   Note: If you previously stored your ATM/debit or credit card information, you may select it here.
6. Enter your Name and Card number.
7. Enter the Credit card verification number.  
   Note: If you need help locating this information on your card, click the What’s this? link.
8. Enter the Card expiration date.
9. Enter the ZIP code.
10. Prior to clicking Next, you have the opportunity to sign up for automatic payments with EasyPay. To enroll, simply check the box next to Sign up for automatic payments with EasyPay.
11. Click Next to move to the next screen.

     

     

12. Review your payment information and read the Terms and Conditions for a one-time payment.
13. Confirm the payment by clicking in the box next to I have read and agree to the Terms and Conditions for One Time Payment.
14. Prior to submitting the payment, you have the option to store your payment information for future one-time payments. By checking the box, you allow T-Mobile to store your payment method for future use by you and verified users to make a payment.
15. Click Submit.

     

This article is designed to provide answers to commonly asked questions about payments.

How do I pay my bill from my checking account using My T-Mobile?

How do I pay my bill or payment reminder with my ATM/debit or credit card using My T-Mobile?

What are all my bill payment options?

How do I know my payment has posted to my account?

What are the final payment options for a canceled account?

How do I pay my bill from my checking account using My T-Mobile?

Customers with Equipment Installment Plans (EIP): If you pay an amount that is more than the amount due it does not pay down your EIP amount due. Instead it will appear as a credit balance on next month's bill. If you would like to pay off your EIP early, please contact Customer Care or go to the T-Mobile store nearest you.

To make a payment using an electronic check, see Make a one-time payment by checking account.

Notes:

• If the check is returned as NSF or insufficient funds, the check will be sent one more time in an attempt to get the funds from your bank account. Any bank fees that result from attempts to collect payment are your responsibility.
• You will receive a free text message for your payment. The message refers to the payment as an ACH (Automated Clearing House) transaction.

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How do I pay my bill or payment reminder with my ATM/debit or credit card using My T-Mobile?

Customers with Equipment Installment Plans (EIP): If you pay an amount that is more than the amount due it does not pay down your EIP amount due. Instead it will appear as a credit balance on next month's bill. If you would like to pay off your EIP early, please contact Customer Care or go to the T-Mobile store nearest you.

To make a payment using an ATM/debit or credit card, see Make a one-time payment by ATM/debit or credit card.

Notes:

• If the account is not enrolled in EasyPay, the one-time payment review page will present a check box option to allow you to store the payment information to the account. Customers enrolled in EasyPay are not able to store payment information.
• Only My T-Mobile registered Single Line accounts, Primary Account Holders, Full View, or Standard View users are able to store or use a stored payment method, regardless of which account user stored the method. Users with a My T-Mobile permission level of Restricted View will not be able to see stored payment methods on the Make a one-time payment screen.

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What are all my bill payment options?

There are many ways to pay your bill. To see them all, go to Bill payment options.

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How do I know my payment has posted to my account?

You can quickly check your last payment received at any time by dialing #BAL# (#225#) and pressing send on your device. Your current balance due, due date, and last payment received information will appear on the screen of the device. This service is free of charge.

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What are the final payment options for a canceled account?

You can make a final payment on a canceled account using any of the following options:

• Sending a payment by mail. 
• Taking a payment to a T-Mobile Retail Location. 
• Making a payment over the phone by dialing 611 from your T-Mobile phone, or 1-877-453-1304 from a touch-tone phone.

Note: To make a payment by mail, please send the final payment to one of these addresses with your T-Mobile account number or mobile number included.

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When you activate service or make an account change with T-Mobile, you may be required to accept a new service agreement term.

Actions that may require an extension/renewal of your service agreement:

• Handset upgrade
• Rate plan change
• Special or promotional offer

If you believe your service agreement was renewed or extended in error, please contact Customer Care. Customer Care will take a look at your account, and if necessary, may refer you to our Contract Review team to determine if your service agreement is valid.

The Contract Review team does NOT:

• Waive early termination fees
• Solve pricing disputes
• Solve disputes regarding tax charges
• Handle buyer's remorse terminations
• Handle cancellations due to coverage issues

Note: If Customer Care refers you to Contract Review, the timeline for a response is currently 20 business days.

General Information

Fees & Taxes

FlexPay & T-Mobile Monthly4G

Voice & Data Usage

An Early Termination Fee is a charge made to your account when you cancel service and end your service agreement with T-Mobile early. The ETF is intended to provide reasonable compensation to T-Mobile for the losses it suffers when you do not remain a customer for the full term of your service agreement. The ETF is charged for each line being canceled on the account.

Taxes may apply to an ETF based on state and local laws. These taxes are valid and not a result of a billing issue.

ETF Amounts and Tiers

The ETF amount can vary based on your service agreement type and the length of time left until your expiration date.

Miss us?

We miss you! If you regret the decision to cancel service with T-Mobile, we understand, and we’d love to have you back. Resume service with T-Mobile within 90 days of canceling, and we will automatically credit the ETF back to your account. If it doesn’t appear on your first bill, don’t fret. It may take up to two billing cycles to appear.

Change of Responsibility

If you need to cancel service and wish to avoid paying the ETF, perhaps you have a friend or family member who is interested in switching mobile carriers? This way, they can avoid new activation fees, and there is no ETF for you. It's a win-win situation! Learn more here.

Moving?

T-Mobile wants to go wherever life takes you; however, we understand that sometimes life takes you outside of our network coverage. Moving is stressful, and we don't want to make it any harder than it has to be. If you move outside of our coverage area, you may qualify for an ETF waiver. We encourage you to consult the coverage map beforehand to avoid any surprises. After completing your move, simply contact Customer Care. If you qualify for an ETF waiver, you will be asked to provide one of the following as proof of a new address:

• Utility bill
• Driver license
• Government issued ID
• Voter registration card

Note: Addresses within the US must be recognized by USPS.

Customer Relations will verify the information and adjust the ETF if appropriate within 7 business days (excludes holidays). You will be contacted by letter with the result of the request.

Important: Supporting documentation must be received within 30 days of the cancellation in order to be considered for ETF adjustment. Documentation received after this date will not be processed.

Death

The death of a loved one is hard enough. T-Mobile doesn’t want to make it any more difficult. If you need to cancel a line of service on behalf of a deceased person, T-Mobile will waive the ETF. Simply contact Customer Care. You will be asked to provide the following:

• Mobile number
• Account number
• Billing responsible party name
• Death certificate, or attorney/legal estate documents if death certificate is not yet available

Customer Relations will verify the information and adjust the ETF if appropriate within 7 business days (excludes holidays). You will be contacted by letter with the result of the request.

Important: Supporting documentation must be received within 30 days of the cancellation in order to be considered for ETF adjustment. Documentation received after this date will not be processed.

Military Deployment

T-Mobile is honored to provide service to the great men and women who serve our country. As a thank you, we will waive your ETF if you need to cancel your account upon deployment. Simply contact Customer Care. You will be asked to provide the following:

• Mobile number
• Account number
• Billing responsible party name
• Government orders / call up papers / official government letter-headed confirmation of deployment

Customer Relations will verify the information and adjust the ETF if appropriate within 7 business days (excludes holidays). You will be contacted by letter with the result of the request.

Important: Supporting documentation must be received within 30 days of the cancellation in order to be considered for ETF adjustment. Documentation received after this date will not be processed.