Find answers to commonly asked questions about payments.
Checking account or debit/credit card payments may be returned unpaid to T-Mobile for various reasons, regardless of the payment processing method (e.g., mailed, online, over-the-phone). When payments are returned, it means T-Mobile did not receive funds for the payment.
Things to keep in mind:
We know it can sometimes happen. Your account becomes past due, either because you forgot to pay your bill or you're going through some financial troubles. Either way, your account becomes past due if the entire balance is not paid and posted by the due date. When an account does become past due, you'll be limited to what you can and can't do with your phone. During your account's past due status, you may be charged late fees based on where you live.
We hate to do it, but sometimes past due accounts may experience collection treatment, including service interruption, at any time after the account is past due.
We want to help you get your payments up to date. If you're experiencing financial problems and need help in making payments, you might consider trying to set up a payment arrangement to help get your account back on track.
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 you don't see a recent payment that you've made, make sure you've allowed enough time for the payment to post to your account:
If you’ve confirmed that the payment should've been posted to your T-Mobile account based on how you made the payment, you can help us track it down. If you have more than one T-Mobile account, check those accounts to see if the payment has posted there. You can also check with your bank or credit card provider. If the payment hasn't processed successfully with them, then we haven't yet 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. Track down the following:
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. In the table below, the documentation we need from you depends on the payment method you used. Once you locate the needed information, fax it to the number in the text message.
If you paid by check: We'll need a copy of the front and back of the cashed check. This can be found on your banking website or by visiting a local branch.
If you paid by money order: We'll need a copy of the front and back of the cashed money order. The image of the cashed money order should be available at the place of purchase.
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