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!

 

 

Check out the deals!

 

What do I need to know about your launch offer?

The most loved phones will be available on America’s most loved network! Starting September 14, 2018, for a limited time, if you're a new or existing customer and purchase any version of the iPhone XS, iPhone XS Max, iPhone X, iPhone 8, or iPhone 8 Plus, you can save up to $300 via 24 monthly bill credits when you trade in an eligible iPhone:

  • Save $300, trade in an iPhone 8, 7, or 7 Plus
  • Save $200, trade in an iPhone 6s or 6s Plus
  • Save $100, trade in any model iPhone 6, 6 Plus, or earlier

 

You can check your estimated trade-in value here.

 

Are there any restrictions on this offer?

You must purchase any version of the iPhone XS, iPhone XS Max, iPhone X, iPhone 8, or iPhone 8 Plus on an Equipment Installment Plan (EIP) and:

  • have, or activate, at least one voice line per device purchase
  • pay any applicable taxes, fees, and down payment on the device at time of purchase
  • pay a new SIM starter kit or upgrade support charge if required

 

Contact us before canceling wireless service to continue device payments or device credits could stop and remaining balance at full price will be due.

 

When will I receive my bill credits?

You should see your first bill credit once your account is verified and your device has shipped, typically by the second bill cycle.

  • If you're eligible and mail in your trade-in device, you'll receive the full promotional value via 24 monthly bill credits
  • If you're eligible and performing an in-store trade-in, you'll instantly receive store credit for the trade-in value with the remainder of the $300, $200, or $100 savings via 24 monthly bill credits

 

What if I bought my new iPhone at an Apple Store?  Can I still get this promotion?

This offer is not available at Apple stores. To participate, you must purchase your device from T-Mobile or Costco.

 

What if I bought my new iPhone at a Costco Warehouse?  Can I still get this promotion?

Yes. Starting September 21, 2018, for a limited time, if you're a new or existing customer and purchase any version of the iPhone XS, iPhone XS Max, iPhone X, iPhone 8, or iPhone 8 Plus at a Costco Warehouse, you can save up to $300 via a one-time trade-in bill credit and rebate card when you trade-in an eligible iPhone:

  • Save $300, trade in an iPhone 8, 7, or 7 Plus
  • Save $200, trade in an iPhone 6s or 6s Plus
  • Save $100, trade in any model iPhone 6, 6 Plus, or earlier

 

After you purchase any version of the iPhone XS, iPhone XS Max, iPhone X, iPhone 8, or iPhone 8 Plus at full retail price, you'll need to:

  • have, or activate, at least one voice line per device purchase
  • apply for the rebate at: https://t-mobile.com/promotions using promo code COSTCO18APPLE
  • mail your trade-in device within 30 days of the shipping date of the new device

 

If you're eligible, you'll receive a one-time bill credit for the value of their trade-in and will receive the remainder of the $300, $200, or $100 savings via a Prepaid MasterCard® Card within 8 weeks. You can check your estimated trade-in value here.

 

I noticed that the iPhone X and iPhone 8+ are not eligible for trade-in. Why not?

Currently, the fair market trade in value of those devices is greater than the value of the trade-in offer. To get the best deal on the new iPhone, we recommend you trade in your iPhone X or iPhone 8 Plus and use the full trade-in value to purchase the new iPhone without a promotion.

 

If I have the T-Mobile iPhone Upgrade Program, JUMP! or JUMP! On Demand, can I still save $300 on the new iPhone?

If you have the T-Mobile iPhone Upgrade Program or JUMP!, you can choose to take advantage of your upgrade benefit if you’ve paid off 50% of the device OR you can take advantage of this offer if you’ve paid off (or choose to pay off) your device in full.  You have the choice to take advantage of whichever is the better deal!

 

  • To participate in the $300 trade-in offer, T-Mobile iPhone Upgrade Program, JUMP! or JUMP! On Demand (JOD), you'll need to trade in an eligible iPhone that is paid off and then purchase the new iPhone via EIP
  • For the T-Mobile iPhone Upgrade Program & JUMP!, you’ll need to pay off any remaining balance
  • For JOD you must elect to purchase your device and pay off any remaining balance

 

Is there a limit to how many times I can take advantage of the promotion?

Yes. You can get up to 12 discounted devices per account. To qualify for 12 discounted devices, you need to meet the offer requirements for each line that is participating.

 

Are T-Mobile For Business customers eligible for this promotion?

Yes. Given the trade-in requirement, you will need to purchase your new device at a retail store or over the phone with Customer Care.

 

I upgraded last year and took advantage of the “free upgrade” iPhone offer. Can I take advantage of this year’s offer?

Yes. But only fully paid-off devices are eligible for trade-in and you are only able to have one open EIP plan receiving promotional credits.

  • If you have a balance owed on your device, you'll need to pay off any current EIP balance. You will continue to receive your monthly credits per the original terms of your prior promotion
  • If you have an older iPhone that you would like to trade in to take part in the offer, you will still need to pay off your current EIP balance. Your device credits from last year will continue if you pay off your device early

 

If the device I ordered is on backorder, do I still qualify for this promotion?

Yes. If you meet all the offer criteria and purchase the device within the promotional window, you qualify for the promotion.

 

Can I take advantage of this offer AND have T-Mobile pay my switching costs?

No. However, you may save more if you choose to have your switching costs paid off instead. Talk to a T-Mobile Expert to find out what works best for you.

 

 

T-Mobile + iPhone XS and Watch Series 4

 

Why should I get my new iPhone at T-Mobile?

Right now, if you're a T-Mobile customer and trade in an eligible and qualified iPhone, you can save $300 via 24 monthly bill credits. And anyone trading in an eligible iPhone, in good working condition, is guaranteed at least $100 towards their new iPhone via 24 monthly bill credits.

 

Plus, the new iPhone is 600 MHz enabled, meaning that you'll get expanded network coverage and capacity in 1,250 cities and towns across the US, including Puerto Rico. And only T-Mobile ONE gets you great benefits like taxes and fees included, Netflix on us with 2+ lines, unlimited data and texting in 210+ destinations, 1 hour of Wi-Fi and unlimited texting on domestic Gogo-equipped flights, and great stuff every week just for being a customer with T-Mobile Tuesdays.

 

When will the new iPhone XS and XS Max be available at T-Mobile?

You can pre-order the new iPhone XS and XS Max starting at 12:01 a.m. PT September 14, 2018 and purchase it starting September 21, 2018. You can pre-order online at T-Mobile.com, by visiting your local T-Mobile store, or through the T-Mobile app.

 

What iPhone XS and XS Max colors and models will be available at T-Mobile?

The new iPhone XS and XS Max will be available in 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 4 will be available for pre-order starting at 12:01 a.m. PT September 14, 2018 and purchase it starting September 21, 2018. 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 6 or newer, and running the latest version of iOS, 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.

 

Do you have any offer for the new Apple Watch Series 4?

No offers right now on the amazing Apple Watch. Stay up to date with our offers by checking out our deals page or see the latest deals in your T-Mobile app under Shop.

 

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 Xs and iPhone Xs 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 subject to the Upgrade Support Charge. This charge is not applicable 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 subject to the Upgrade Support Charge. This charge is not applicable 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?

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?

If you order one of the new iPhones during the pre-order period, you will receive free, two-day shipping when you order 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 $25 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 last year?

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 $300 launch 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

 

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.