Find answers to commonly asked questions about the Equipment Installment Plan.
How does the EIP appear on my bill?
The Equipment Installment Plan (EIP) initial down payment amount is billed to the credit or debit card you provided when you ordered. The amount will not show on your bill because that charge was not billed to your T-Mobile account. The down payment can be viewed on the account statement used to pay the charge. If you paid in a T-Mobile store, you can also find the information on the store receipt. Your first installment is the initial down payment. Details can be found under the Other Charges section of your bill.
Can I make purchases that exceed my Equipment Credit Line?
Yes, if the purchase price is higher than the equipment credit provided to you, your initial down payment will include the difference in price above this amount.
Can I return items purchased on the EIP?
Yes, items purchased on the EIP can be returned following T-Mobile’s Return Policy.
If I cancel my service, what happens to my EIP balance?
- On multi-line accounts, if the line with EIP cancels wireless service, the monthly installments continue to bill as normal.
- On single-line accounts, If you cancel wireless service, the remaining balance on the device becomes due.
How quickly is the email authorization sent to me?
When the order is submitted over the phone with Customer Care, the e-Signature Authorization email is sent immediately to the email address provided. If you experience significant delays in receiving the email, contact your Internet Service Provider for assistance.
What is an e-Signature?
Electronic Signature (e-Signature) is an electronic sound, symbol, or process associated with a contract or other record and used as the legal equivalent of a written signature. They allow consumers to conduct commerce electronically in a variety of ways. e-Signatures allow T-Mobile to efficiently offer equipment installment plans to our customers while also promoting a paperless society.
When is an e-Signature required?
e-Signatures are required for orders placed through T-Mobile.com, My T-Mobile, or over the phone with Customer Service that include an Equipment Installment Plan (EIP) with 24 installments. If you place an order through T-Mobile.com or My T-Mobile, you will be required to sign electronically at the time of purchase. Orders placed with Customer Service require an e-Signature Authorization email.
What if the e-Signature doesn’t work?
If you get an error message, make sure the name or PIN you typed into the e-Signature field matches the name on your account or the PIN provided in the the email.
If you receive a message saying this function is not currently available, your order will not be placed. You can check back at a later time to resubmit your order online, or you can call Customer Service for assistance in upgrading with EIP.
Also, e-Signature Authorization request emails expire after 48 hours for upgrade orders processed by Customer Service. If it has been more than 48 hours since you received the email, you'll need to contact T-Mobile Customer Service to request a new email.
Can I cancel an order if I change my mind?
If you do not wish to proceed with the order and you have not submitted your e-Signature Authorization, no action is needed. When the authorization expires, the order is automatically canceled.
Unfortunately, if you have already submitted your e-Signature Authorization, the equipment order cannot be canceled. When you receive the order, refuse the delivery or return the shipment to the following address:
Return Center TX
4500 Cambridge Rd
Ste 100 Door 3
Fort Worth, TX 76155