Returned, late, or missing payments

We don't want you stressing out over your T-Mobile bill. Learn what to do if payment for your T-Mobile bill is returned, late, or missing.

 

 

Returned payments

If your payment is returned, keep the following in mind:

  • Any bank fees that result from attempts to collect payment are your responsibility.
  • You won't be able to make electronic check payments on your T-Mobile account for at least 30 days.
  • Your checking account may be permanently prohibited if the checking account number is invalid.
  • If you continue to have returned payments, you may be permanently blocked from making electronic check payments or debit/credit card payments, and your service may be permanently disconnected.
  • The Primary Account Holder may receive a text message notification regarding the returned payment before any service interruption.

 

 

Late payments

We know it can happen. If you don't pay your entire balance by the due date, whether you forgot to pay your bill or you're going through some financial troubles, your account becomes past due. And while we hate to do it, sometimes past due accounts experience collection treatment, including service interruption.

 

We want you to avoid service interruption and help you get your payments up to date. If you're experiencing financial problems and need help making payments, consider setting up a payment arrangement to help get your account back on track.

 

Keep the following in mind:

  • Payment of the past due balance is the only way to ensure that your account remains in service.
  • If there are disputed charges on your account, we recommend paying the full amount due to avoid service interruption and any associated fees. Any credits you receive will be applied to a future bill cycle.
  • There's a grace period for late fees, but depending on your account status, service may be interrupted before assessment of the late fees.
  • The Primary Account Holder may receive a text message notification regarding the returned payment before any service interruption.

 

 

Missing payments

If you don't see a recent payment you've made, make sure you've allowed enough time for the payment to post to your account:

 

  • Payments made by electronic check, by credit card, at a T-Mobile store, or over the phone usually post to your account right away, but it can take up to one day to appear on your account.
  • AutoPay payments are completed automatically each month about three days before your bill due date.
  • Third-party cash transfers through services like Soft gate or RPPS post within seven days.
  • Mailed payments are posted within ten days from the mail date.

 

Track down missing payments

If you have more than one T-Mobile account, check all of your accounts to see if the payment has posted to the wrong account. If a payment you've made hasn't appeared in any of your T-Mobile accounts, check with your bank or credit card provider. If the payment hasn't processed successfully with them, then we haven't received your payment.

 

If you find that your bank or credit card company did process your payment successfully, but it's still not showing up on your T-Mobile account, please collect as much information as you can about the missing payment before contacting us:

 

  • How and where you made the payment (online, in-store, mailed a check, etc.)
  • Location of the store for in-store payments
  • Specific payment method (credit card, check, cash, etc.)
  • Last four digits of the payment method (if applicable)
  • Date of payment
  • Specific payment amount
  • Identification information, such as name, last four digits of your account or SSN, and mobile number

 

Once you have this information, contact us so we can open a missing payment request.

 

If you received a text message from T-Mobile and it had a link that brought you here, it means we need you to provide documentation showing that you submitted the payment and your bank or credit card provider cleared the payment. The table below shows the documentation we need, depending on the payment method you used. Email your documents to our secure mailbox, MissingPaymentsDocuments@T-Mobile.com.

 

Important: Don't include any sensitive information in the transfer (full SSN, account numbers, etc.). We need only need your full name, first six and last four digits of the credit card used to make the payment, the last four digits of your SSN, and your mobile number to verify your identity. Please omit or redact any sensitive information.

 

Payment method you usedDocumentation we need to track it down
Mailed in a check or money order

If you paid by check: We need a copy of the front and back of the cashed check. To get a copy, visit your banking website or your local branch.

 

If you paid by money order: We need a copy of the front and back of the cashed money order. You should be able to get this copy at the place of purchase.

Electronic check (a payment method using your bank checking and routing account numbers)We need the bank statement from the account you used to make the payment, showing the last four digits of the account number and the payment in question. The statement also needs to show the missing payment with the running balance.
Note: This is not the same as an account summary.
Credit card or debit cardWe need the actual credit card or debit card statement showing the first six and last four digits of the card or debit card number and payment transaction.
In-store paymentWe need a computer-generated Store Payment Transaction receipt.
Online bill payment (such as through your bank or credit union)We need to see the front and back copy of the check, or a copy of the electronic transfer confirmation with the routing or reference number.