Apple Pre-order FAQs

Find the answers to your need-to-knows about pre-ordering your new Apple device below! Don't see exactly what you're looking for? Check out our Apple discussion or create a post here!

 

 

 

T-Mobile + iPhone 11 and Watch Series 5

 

When will the new iPhone 11, iPhone 11 Pro, and iPhone 11 Pro Max be available at T-Mobile?

You can pre-order the new devices at 5:00 a.m. PT September 13, 2019 and purchase it starting September 20, 2019. You can pre-order online at T-Mobile.com, by visiting your local T-Mobile store, or through the T-Mobile app.

 

What iPhone 11, iPhone 11 Pro, and iPhone 11 Pro Max colors and models will be available at T-Mobile?

The new iPhone 11 will come in Purple, White, Yellow, Green, Black, and (PRODUCT) RED with memory variants available in 64GB, 128 GB, and 256GB. The iPhone 11 Pro and iPhone 11 Pro Max be available in Midnight Green, Silver, Space Gray, and Gold with memory variants available in 64 GB, 256 GB, and 512 GB.

 

Will T-Mobile carry the new Apple Watch?

Yes. The Apple Watch Series 5 will be available for pre-order starting at 5:00 a.m. PT September 13, 2019 and purchase it starting September 20, 2019. You can pre-order online at T-Mobile.com, by visiting your local T-Mobile store, or through the T-Mobile app.

 

Will my new Apple Watch work with my existing iPhone?

If you are using an iPhone 6s or newer, and running iOS 13 or later, you will be able to pair your Apple Watch with your iPhone. Get steps here!

 

Will my new iPhone work with my existing Apple Watch?

Yes! Get steps here. Please remember that older Apple Watches (Series 1 & 2) are Bluetooth pairing only.

 

What are details on T-Mobile's rate plan for Apple Watch?

You can get T-Mobile Apple DIGITS plan for just $10/month. DIGITS allows you to use of same number and, for a limited time, you can get unlimited high-speed LTE data.

 

Why would I choose T-Mobile’s Protection 360 insurance program over AppleCare?

With Protection 360, you get it all, including Apple Care. You can ensure your phone is covered for loss, theft, or damage. You will be able to make up to 3 claims per rolling 12 months and save on lower deductibles when you replace your device, all for only $15 per month.

 

What is Dual SIM?

Dual SIM gives you the convenience of having two phone numbers on a single iPhone. You can have separate personal and business numbers, add an additional line when traveling internationally, or purchase a separate data plan. On iPhone 11, 11 Pro, and 11 Pro Max, Dual SIM is a combination of a physical nano-SIM and an eSIM, which is a digital SIM that allows you to activate a cellular plan without having to use a physical nano-SIM.

 

 

Ordering & inventory

 

How can I pre-order the new iPhone?

  • In the T-Mobile app: We’ve made some fantastic improvements to the T-Mobile app to make it easier to pre-order.
  • Online: You can also order online at www.t-mobile.com.
  • Call or message your Team of Experts: Dial 611 from your T-Mobile phone, message them through the T-Mobile app, or call 1-877-413-5903. Please note that if you call Care you may be charged for assisted support You will not be charged for assisted support if you are completing a JUMP! Upgrade or JUMP! On Demand upgrade.
  • At a T-Mobile store: We’ll be able to help you pre-order the new iPhone if you visit a T-Mobile store during regular business hours. However, you can also pre-order via the T-Mobile app or on T-Mobile.com. Please note that if you choose to go to a Store you may be charged for assisted support. You will not be charged for assisted support if you are completing a JUMP! Upgrade or JUMP! On Demand upgrade.

 

How do I check the status of my pre-order?

You can easily check the status of your order in the T-Mobile app and on my.t-mobile.com.

 

What happens if you run out of the new iPhone?

We always work to help you get the device that you want. We will continue to take orders and ship directly to you as we receive inventory.

 

I ordered the new iPhone. Why haven’t I been charged yet?

Your form of payment is not charged until your device is packed to ship. You will receive a payment notification as soon as your order is processed to ship.

 

How do I find out if my local store has the device I want in stock?

You can check out inventory and if your closest store has the device you want in-stock by visiting www.t-mobile.com. Your closest participating T-Mobile store will be able to get you the device that you want. If it’s not in stock, we can order it for you in-store and ship it directly to you. You can also order online at www.t-mobile.com.

 

I purchased the new iPhone and received a notification that my payment was declined. Does this mean my shipping/receipt of the device will be delayed?

We want to get you your new phone as quickly as possible! Please call 1-877-453-1304 to update your payment method to avoid any possible delays.

 

What if I want to return my newly purchased iPhone and get my old phone back?

Once trade-ins are complete, T-Mobile cannot return a trade-in device.

 

 

Shipping

 

When will T-Mobile start shipping the new iPhone orders?

Shipping will depend on the device you ordered and its inventory availability. You can check estimated shipping dates prior to ordering online when you check out the device on the individual product page.

 

When you place your order, you will be provided an estimated ship date and we’ll begin shipping orders as soon as we get inventory. We will also offer the option to pay for next day shipping based on inventory. You will receive an alert once your order is being processed for shipment. And an exact ship date will be provided as soon as your order leaves the warehouse and you can always check the status of your order through my.t-mobile.com or the T-Mobile app.

 

Will I get free shipping when I order the new iPhone or Apple Watch?

If you order one of the new iPhones during the pre-order period, you will receive free, two-day shipping when you order in a retail store, through  www.t-mobile.com, the T-Mobile app, or by calling 1-877-413-5903. When you check out, free two-day shipping will already be selected for you!

 

Why did my friend who ordered after me receive their order before me?

Shipping timelines are dependent on device availability for the specific model including color and memory variant. You also have the option to pay for next day shipping.

 

I just ordered the new iPhone for my family in different colors. Will each phone ship separately once it’s available?

Combined orders are shipped together, when all units are in stock.  To avoid any potential backorder delays due to multiple colors and models, we encourage individual orders be placed. If you order your devices separately, each order will be charged for shipping unless we are offering free shipping.

 

 

Device issues

 

I received the new iPhone and don’t know how to activate it. Can you help?
When your new phone arrives simply follow the manufacturer’s set-up procedure and start using it. If you purchased a new T-Mobile SIM card to use in your own device, you will need to insert the new card and then you are good to go. We recommend that you back up any information that you might want to transfer from your old device to your new device. For step-by-step instructions please start here.

 

Do I have to use the SIM card that came in the box with my new iPhone?

No, if you already have a Nano SIM card that you’ve been using in a previous device, you can continue using that.

 

My new iPhone is missing the SIM card. Can you help?

A Nano SIM card was included in your iPhone or you can use your existing SIM card if it is also a Nano SIM.  If you cannot find your SIM card or your existing SIM doesn’t work, please call T-Mobile CARE at 611 or 1-877-413-5903 or visit a retail store. Please note, this may result in a $10 charge for the SIM card.

 

Once you receive your SIM, please update your SIM card at www.T-Mobile.com/SIM. We recommend that you back up any information that you might want to transfer from your old device to your new device. For step-by-step instructions please start here.

 

If I purchase the new iPhone through T-Mobile, will it work on other carrier’s networks?

Our devices are locked for T-Mobile service. After your device is paid off, you are eligible to have it unlocked. Your T-Mobile expert can assist you with unlocking devices if you meet all of the requirements or if there are special circumstances.

 

 

T-Mobile iPhone Upgrade Program & JUMP!

 

How do I redeem my T-Mobile’s iPhone upgrade program from 2017?

You can redeem your Apple Upgrade program upgrade once you have paid off 50% of your device. You can complete your upgrades through the T-Mobile app, My.T-Mobile.com or in Care or Retail.

 

  • You can easily identify your eligible lines on the app or on My.T-Mobile as they will display “T-Mobile’s iPhone upgrade program."
  • If you want to take advantage of the trade-in offer, you will need to pay off the remaining balance. You can only have one EIP per line.
  • If you have not paid off 50% off your device, you will need to do so before you are able to complete upgrade. You will be directed to make a payment prior to completing your upgrade.

 

Is the Apple Upgrade Program available again this year?

No, that program closed for new enrollments on 8/3/18.

 

I have JUMP! 1.0, how do I redeem the upgrade offer?

If you haven't already used both of your available upgrades, you’ll need to do so before you can take advantage of the iPhone Upgrade Program. When you speak to a T-Mobile Expert, they will be able to let you know how many upgrades you have used in the last 12 months.