The Billing Responsible Party is the party responsible for payment on an account upon whom a credit check is run when the account is initially created. This may be an individual, a business, or a government entity.

Individual Accounts

The Billing Responsible Party:

• Is the individual whose credit was checked to activate the account
• Is responsible for payment of the account
• Is the person whose name appears on the Billing party line at the account level
• Signs the service agreement

Note: In the case of a married couple, only one spouse may sign the agreement and be designated the Billing Responsible Party. The other spouse may be listed as an Authorized User.

The Billing Responsible Party is the only person allowed to make the following account changes:

• Add / delete / resume (from cancel) lines of service
• Add / delete Authorization Names on the account
• Change Account Password / PIN
• Request a Billing Name Change
• Request a Change of Responsibility

Business Accounts

• Credit is run on the business itself and the business entity is responsible for payment of the account.
• The business name appears on the first line of the invoice.
• Business accounts have varying subscriber limits and deposit requirements depending upon the strength of their business file.

Restriction: End users cannot call in the activation or add-on activation of a business account.

Government Accounts

• Government accounts are established for agencies that are members of local, state, or federal governments such as libraries, public works, office of the governor, state patrol, military, FBI, or FDA.
• Private agencies that receive government funds are not eligible for government account status.
• To be eligible for government status, account invoices must be sent to the governing entity (rather than an individual) and airtime must be used for government purposes.
• At the time of activation, the following documents must be faxed to Business Credit.
  • A tax exemption certificate.
    Notes:
    • For Federal Government entities, a request on letterhead is permissible.
    • A tax exemption certificate is not required for any local, state or federal government agency that has the tax exempt indicator set to No on the completed service agreement.
  • A completed service agreement including the following information:
    Note: If these procedures are not followed, an account will not be activated.
    • Federal tax ID number
    • Account password
    • Name, title, and contact number for the authorized billed party.
    • Once a government account has been created, requests for any lines must include:
      • Account number
      • Account password
      • Signature of an authorized agency representative

Contact your sales representative for additional assistance.

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, which 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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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.

For your convenience, you can manage many aspects of your phone and data services directly through My T-Mobile.com or over the phone by dialing 611 from your T-Mobile device.

Note: Business, Government, or Special Accounts require master privileges to be set for online bill viewing.

My T-Mobile self-help options and navigation paths:

My Account Information

• Update your My T-Mobile preferences: My T-Mobile > Manage > Your Profile > Communications
• Update your billing address: My T-Mobile > Manage > Your Profile > Billing Address
• Update your Can-Be-Reached Number: My T-Mobile > Manage > Your Profile > Billing Address

My Bill

• Pay bill: My T-Mobile > Manage > Billing & Payments > Pay Your Bill
• Set up EasyPay: My T-Mobile > Manage > Your Profile > Bill Delivery Options
• View bill summary: My T-Mobile > Manage > Billing & Payments >  Bill Summary
• View billed call detail: My T-Mobile > Manage > Billing & Payments > Call Records
• View unbilled usage summary for all lines (postpaid accounts only): My T-Mobile > Manage > Recent Use

My Plan and Device

• Change Plans and Services: My T-Mobile > Manage > Plans & Services
• Device upgrades: My T-Mobile > Shop > Phones & Devices > Upgrade
• View service details: My T-Mobile > Manage > Plans & Services

Email Alerts / Address Book

• Alerts: You  can use MyAccount on your device to manage your usage.
• Address Book: My T-Mobile > MobileLife > Contacts
• Email filters: My T-Mobile > MobileLife > E-mail & Text Tools > Create e-mail filters
• Group Messaging (email a group from PC): My T-Mobile > MobileLife > E-mail & Text Tools > Send a group message

Downloads

• Games: My T-Mobile > Shop > Apps & Downloads > Games and Apps
• Ringtones: My T-Mobile > Shop > Apps & Downloads > Ringtones
• Wallpaper: My T-Mobile > Shop > Apps & Downloads > Wallpaper

Related Links

• Buy Accessories: My T-Mobile > Shop > Accessories
• Contact Us: My T-Mobile > Contact Us (at the bottom of the page)
• For More Information: FAQs at T-Mobile.com
• Store Locations: T-Mobile.com > Store Locator

You can find your account number either on your paper bill or by logging in to My T-Mobile.

Viewing your account number at My T-Mobile:

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. Under Manage, select Billing & Payments.
3. Click Bill Summary.
4. Your T-Mobile account number is displayed above the Service charges heading in the middle of the page.

Viewing your account number on your paper bill:

1. Go to the first page of your paper bill.
2. Under Your Statement in the upper right corner, after Account Number, your account number is shown.

Account Changes

Account Information

Government Information

Paperless Billing

Rebates, Refunds & Credits

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Self-Service Options

What is it?

EasyPay is a free service that allows you to pay your T-Mobile bill automatically each month, approximately three days before the bill due date. No stamps, no checks, no late fees, no worries.

How to sign up

To set up recurring payments from your checking account, ATM/debit or credit card, log in to My T-Mobile and either click on Sign-up for EasyPay under your Current account balance in the See your bill box (then move to step 4 below) or perform the following steps:

Note: If you're already logged in, click Back to Your Account in the upper right corner of your screen.

1. Under Manage, click Billing & Payments.
2. In the middle of the page, in the Sign up for EasyPay box, click Sign up for EasyPay.
3. The Pay with your: page will appear. You can choose stored payment information or enter your checking account, ATM/debit or credit card.
   • If you would like to use stored payment information, select the appropriate radio button and click Next.
   • If you would like to use a checking account, select the Checking account radio button.
     1. Enter your name, bank routing number and checking account number.
     2. Click Next.
   • If you would like to use a ATM/debit or credit card, select the ATM/debit or credit card radio button.
     1. Enter your Name and Card number, then click Next.
     2. Enter the Credit card verification number. Click the What’s this? link if you need help locating this information on your card.
     3. Enter the Card expiration date.
     4. Enter the Zip code.
     5. Click Next.
4. Review the payment information and read the Terms and Conditions for EasyPay.
5. Click Sign up.

Note: T-Mobile Gift Cards are not permitted for use with the EasyPay service.

How to Cancel EasyPay

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 on Your Profile in the upper right corner or click Manage EasyPay from the Quick Links on the right.
3. Under EasyPay settings, click Edit.
4. In the EasyPay information box, click Discontinue EasyPay.

     5. A Discontinue EasyPay pop-up will appear. Select Yes to cancel EasyPay.

How to Change or Update EasyPay

To update or change your EasyPay credit card, ATM/debit card, or checking account settings, 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 on Your Profile in the upper right corner or click Manage EasyPay from the Quick Links on the right.
3. Under EasyPay settings, click Edit.
4. In the EasyPay information box, click Edit next to the Method of payment.

    

    

5. Update your checking account or ATM/debit or credit card information as necessary.

    

    

6. Click Save.

Note: Any changes to EasyPay (adding, updating or canceling) need to be made prior to five days before the due date for it to take effect for that cycle. (ex: A due date on the 8th means all changes must be completed no later than the 3rd.) While it's possible that changes may take effect in the same cycle, we can't guarantee it if the changes are made within five days of the due date. Important: Due to bank processing times, you should understand that the change could take effect for the current cycle and you can dial #225# to confirm your payment status.

New accounts are automatically assigned a bill cycle at the time of activation. Your first bill cycle will close on the first allowable bill cycle close date, approximately 1-4 days after activation.

• The close date is the last day of your bill cycle.
• The close date determines when your statement is mailed and your due date.
• Your cycle date is different than your due date.
• The close date is assigned to your account. Individual lines cannot have different close dates.

Can I change my bill cycle and due date?
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. See Change your due date for more information on changing your due date.

Bill Cycle Close Dates and Bill Due Date Chart

Overview

Many T-Mobile customers have been directly impacted by Hurricane Sandy whose size and scope are unprecedented in the U.S. in terms of geographic area, location, and population density. Our thoughts continue to be with our customers, their families, and their loved ones. In recognition of this, T-Mobile is taking additional steps to assist our customers and the overall relief effort.

T-Mobile customers on postpaid plans in affected areas in New Jersey, Delaware, Connecticut, Rhode Island, and parts of New York will receive a credit to their bills for overages for domestic voice, text message, and data usage for one monthly bill cycle. Customers will still be responsible for paying their regular, monthly recurring charges and associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.

Customers whose primary place of use is within the following states and counties will be eligible to receive the benefits described above:

• Connecticut (Entire State): Hartford, Litchfield, Tolland, Windham, New London, New Haven, Fairfield and Middlesex counties.
• Delaware (Entire State): New Castle, Kent and Sussex counties.
• New Jersey (Entire State) :  Middlesex, Hudson, Essex, Morris, Bergen, Passaic, Union, Somerset, Sussex, Monmouth, Warren, Hunterdon, Ocean, Salem, Camden, Burlington, Gloucester, Atlantic, Cape May, Cumberland and Mercer counties.
• New York: (Select Counties Only) : Bronx, Kings, Nassau, New York, Orange, Putnam, Queens, Richmond, Rockland, Suffolk, Sullivan and Westchester counties.
• Rhode Island (Entire State) : Providence, Kent, Bristol, Washington and Newport counties

FAQs

How will I know if I received a credit?

• If your primary place of use is within one of the impacted states and counties and you received a credit, you will receive a text message stating you received a credit.
• You can also review your December billing statement to view the credit.
• You can also dial #BAL# from your T-Mobile device to check your current balance.

What charges am I still responsible to pay even if I receive a credit?

You will still be responsible for paying your monthly recurring charges and their associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.

What actions do I need to take to receive a credit?

• If your primary place of use is within one the impacted states and counties and you are eligible for a credit, a credit will automatically be applied to your account.
• You will still need to pay your monthly recurring charges and their associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.

What charges will be waived with this credit?

• Overage charges for domestic voice, text message, and data usage will be waived with this credit.
• You will still be responsible for paying your monthly recurring charges and their associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.

What charges will not be waived with this credit?

• Monthly recurring plan charges, international dialing, roaming and texting charges, domestic roaming charges, downloads, directory assistance charges, upgrade fees, and other one-time charges will not be waived with this credit.
• You are still responsible for paying these charges.

When will credits be applied to my account?

• If you are eligible, a credit will be automatically applied to your account.
• If eligible, you will see a credit on your December billing statement.
• You can also dial #BAL# from your T-Mobile device to check your current balance.

When will a credit appear on my billing statement?

• If you are eligible, you will see a credit on your December billing statement.
• You can also dial #BAL# from your T-Mobile device to check your current balance.

How will a credit appear on my billing statement?

Credits will appear as "Disaster Relief - Goodwill" on your billing statement under “Credits & Adjustments” in the Monthly Summary section of your billing statement.

How can I determine what my current balance is?

• You can dial #BAL# from your T-Mobile device to check your current balance.
• You can also dial 1-800-937-8997 and say “Account Balance” or “Balance” in the automated system to hear your current balance or say “Representative” to speak to a Customer Service representative.

Will I receive a credit if I live outside of the states and counties listed above?

• You will only receive a credit if the primary place you use your device is in one of the states and counties listed above and you receive a text message notifying you will receive a credit.
• If you primarily use your device outside of the states and counties listed above, you are responsible for the charges listed on your billing statement.

What is the Primary Place of Use?

• The Primary Place of Use is the physical address customers use their devices the majority of the time and is required by the FCC in order for wireless carriers to accurately tax customers based on where they use their service the most.
• The Primary Place of Use is generally the same as customers’ home addresses, but it can be different in some situations. For example:
  • Parents who buy devices for their children who are away at college.
  • Customers use their devices away at work more than at home.

In addition to the efforts above, T-Mobile has also provided assistance to the American Red Cross, including cash and matching donations, and in-kind products and services to assist Red Cross shelters throughout New Jersey. T-Mobile has also made text-to-donate opportunities available to all of its customers and employees. See T-Mobile Press Release for additional details about our relief support.

Your payment may be misapplied for the following reasons:

• You did not write your account or mobile number on a payment sent by mail.
• You mailed a single payment that was intended for two accounts.
• You have more than one account and you made a payment intended for one of your accounts, but it posted to another.
• The payment processed with an incorrect or canceled phone number when submitted via the website or over the phone.

What to do:

• Check the payment posting timelines to make sure you've allowed enough time for the payment to post to your account.
  • 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.
• Contact Customer Care
  • If you can verify both accounts (the one you meant to pay for and the one that actually received the payment), your payment will be posted to the appropriate account, and all late fees you may have incurred will be waived.
  • If you cannot verify both accounts, see Missing payment.

Account Changes

Account Information

Government Information

Paperless Billing

Rebates, Refunds & Credits

#

Self-Service Options

Scheduled Payments

Going out of town? Want to make sure your bill is paid on time? T-Mobile can help! For your convenience, you can schedule a payment for a future date on My T-Mobile, the SIVR, or with Customer Care.

To schedule a future payment on My T-Mobile, follow these steps:

1. Log in to My T-Mobile
2. Select Pay My Bill In the green My Bill box
3. Click on the calendar to select a date from now until your due date

4. Choose payment method and enter your information

5. Click Next

Payment Arrangements

T-Mobile understands that there are times when you need just a little longer to pay your bills; that's why we make it possible for you to set up a two-installment payment arrangement on My T-Mobile; just follow these simple steps:

1. Open your web browser and log on to My T-Mobile.
2. Click the Pay my bill button in the MY BILL box.
3. Select "Make an Arrangement."
   
4. Click 2 PAYMENTS and then choose days between payments (up to 14)
   

4. Choose payment method and enter your information

5. Click Next

If two installments are not enough, you may contact customer care to see if an additional arrangement can be worked out with our Financial Care department. From there, we can work together to create an arrangement that fits your individual needs.

Reasons you may not be eligible for payment arrangements:

• You've never made a payment to your account.
• Your payment was returned and has not been replaced.

Making a Payment

Payment Information

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.

Partial suspension for non-payment
Anytime your account is past due, your service may be partially suspended. During a partial suspension:

• You will still receive incoming calls, but outgoing calls are suspended.
  Exception: You will still be able to call 611 and 911.
• You will receive incoming texts, but outgoing texts are suspended.
• Voicemail is suspended.
• Data services are suspended.
• You will continue to be charged for your monthly rate plan and access fees.
• You will retain your mobile number and current rate plan.
• You will not be charged for equipment protection or premium handset protection.
  Note: If your account is suspended for an entire bill cycle, your equipment protection or premium handset protection will be automatically removed. These features can be re-added once you upgrade or exchange your phone.

Full suspension
If the balance on your account remains unpaid, a full suspension may occur. During a full suspension:

• Incoming and outgoing calls are suspended.
  Exception: You will still be able to call 611 and 911.
• Incoming and outgoing text messages are suspended.
• Voicemail is suspended
• Data is suspended.
• Your monthly fees are prorated.
• You retain your mobile number and monthly plan.

Learn more about what else to expect from us when your account is past due.

Restore Fee
Service will be automatically restored once the minimum required amount is paid. You will be charged a $20 restore fee per line.

Billing Impacts
If your service was recently suspended, the impacts to your bill may vary depending on your billing method. See Billing methods: Bill Current vs. Bill Arrears to determine your billing method.

• Bill Arrears: Your bill following suspension includes prorated monthly charges, overages, one-time charges, taxes, etc. only for the dates service was active during the previous bill cycle.
• Bill Current: Since you already paid for your monthly charges, you will receive a credit for the time your service was fully suspended on the first bill AFTER the suspension. When service is restored, you are billed the prorated monthly charges for the time active within that bill cycle on the bill AFTER being restored, unless already billed.

Why we call:

If the balance on your account remains unpaid past the due date, you may receive a courtesy call.

• If you don't answer, the system may leave an automated message directing you to call Customer Service and reference Message 100.
• Unless otherwise requested, the call will only be made to the primary subscriber on the account.You may assign the primary subscriber by contacting Customer Care.

What to do:

• Pay the balance on your account as soon as possible to avoid service interruption.
  
• If you've already paid, you can disregard the call.
  

          Note: If you continue to receive calls days after making your payment, contact Customer Care.

Stop calling me!

Only maintaining a current account status will stop the calls. If you wish to no longer receive courtesy calls regarding your account's delinquency, T-Mobile offers a few ways to help pay your balance on time.

• Sign up for EasyPay. Rest easy knowing the balance on your account will be automatically deducted approximately three days before the due date.
• Call Customer Care:
  • If you know you cannot pay the full balance by the due date, contact us right away to see what options are available.
  • If your account is eligible, you may be able to change your due date to receive your bill at a more convenient time.

Your account becomes past due if the entire balance is not paid and posted by the due date.

What happens next

• Past due accounts may experience collection treatment, including service interruption, at any time.
• Payment of the past due balance is the only way to ensure the account remains in service. See Bill payment options to find the method that's best for you.
• A grace period exists for late fees, but service may be interrupted prior to assessment of the late fee based on several factors specific to individual accounts.
• T-Mobile may attempt to contact the primary subscriber on the account via a phone call or text message when you have a past due balance and you may be facing suspension as a result.

Making changes

The changes you can make to a delinquent account are limited. You may still:

• Add an Authorized User
• Change your address
• Change your Can Be Reached number
• Cancel your account

Important: If there are disputed charges on your account, we recommend paying the full amount due in order to avoid service interruption and any associated fees. Any credits you receive will be applied to a future bill cycle.

If your account balance remains unpaid after several attempts to collect the charges, T-Mobile's final action is to write off the account and assign it to an outside collection agency.

• After entering write-off status, your account cannot be issued adjustments or set up on a payment arrangement.
• Any disputes must be handled by the collection agency.
• Write-off accounts cannot be resumed, but you may apply for new service through any sales channel after your account has been paid in full.
• Payments made to the collection agency may take up to three business days to reflect in our billing system.

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.

We hope you love your new T-Mobile phone. This page was designed to provide you with expectations on what your bill will look like when you receive a handset credit. 

T-Mobile may process a credit for a device order that immediately impacts the balance on your bill; however, if your device was billed to your account, the actual charge for the device order may not appear until your next bill. To avoid confusion, do not subtract the credit on your current month’s bill. Instead, pay your bill in full like you normally would. This allows the device charge to catch up with the device credit.

How does the device credit and charge appear on my bill?

• The device credit appears as Loyalty Handset Credit or Promotional Offer.
• The device charge appears as One time charge for Handset Upgrade Revenue. 

Example 1: Loyalty Handset Credit (February bill, page 1)

Example 2: One-time charge for Handset Upgrade Revenue (March bill, page 1)

Example 3: Promotional Offer (page 3)

Click images to enlarge

Learn how your Equipment Installment Plan affects your bill.