Depending on your situation, your account can be placed into a partial or full suspension.
On this page:
- If your service was recently suspended, you'll see prorated monthly charges, overages, one-time charges, taxes, etc.
- When service is restored, you're billed the prorated monthly charges for the time your service was active within that bill cycle on the bill after being restored.
Business accounts with 21 or more lines, follow these steps in My T-Mobile:
- Go to My T-Mobile and log in to your account.
- Click Manage > Phones & Devices > Lost or Stolen Device.
- Click Continue and follow on-screen steps.
A military suspension doesn't extend your annual service contract term (if applicable). You may suspend your line for a maximum of 39 months if you're being deployed:
- US Army
- US Navy
- US Marine Corps
- US Air Force
- US Coast Guard
- Merchant Marine
- Officers of the Public Health Service on duty with the Army or the Navy
You should know
- Keep account current: During a military suspension, your account must remain current. If the account is suspended for non-payment, it won't be restored to a military suspension once the balance is paid, you'd need to restore the line. Other numbers on the account are charged the normal monthly plan fee.
- Monthly recurring charges: While on a military suspend, there are no monthly recurring charges, taxes, or suspend fees unless a feature or plan shares monthly recurring charges between a suspended line and an active line. Any recurring charges will still need to be paid each month by the due date.
- Equipment Installment Plan (EIP): If you have an EIP, monthly installment amounts continue to be charged and must be paid each month by the due date.
You may voluntarily suspend your account twice per year for a maximum period of 90 consecutive days for each suspension. During a seasonal suspension, the account must remain current.
- You can suspend individual lines of an account, while other lines remain active.
- If you previously suspended your line within the last 12 months as a Seasonal Suspend, the option/button to suspend the line on My T-Mobile (for accounts with 21 or more lines only) will not be displayed until the end of the 12-month period.
- After the 90-day suspend period, accounts are automatically restored.
- There is a $10 fee billed for all suspended lines per bill cycle, the full monthly charge applies to any active individual lines.
- For example: Say you have an account with three lines. You decide to temporarily suspend two of those lines. The two suspended lines are billed $10 per month, while the third non-suspended line is billed to the account for the full monthly charges, including any data and other features.
To suspend or restore a number, call Business Customer Service by dialing 1-800-375-1126, dial 611 from your device or go to My T-Mobile (accounts with 21+ lines only) and log in to your account to suspend your line. Keep in mind that once your line is suspended, you can no longer check your voicemail from another line. Expected processing time is 24 hours if you find the device and restore the line.
If your bill shows charges to your phone after the loss, but before you suspended service and reported it stolen, you can dispute those charges. We will investigate your line activity, and you may need to provide further information regarding the theft or loss as part of our investigation.
We take all facts and circumstances into consideration as part of our investigation including reviewing your line to compare the usage during the time that the phone was missing until the time when the phone was in your possession. We consider all relevant information, including any documentation you can provide demonstrating that the phone wasn't in your possession at the time of the charges.
Anytime your account is past due, your service may be partially suspended. If the balance on your account remains unpaid, a full suspension may occur. A $20 account restoration fee will be charged per line plus taxes, billed to your account at time of restoration, if your account is partially or fully suspended.
|Partial suspension for non-payment||Full suspension for non-payment|
*With a partial or full suspension, you'll still be able to call 611 and 911.
**If your account is suspended for an entire bill cycle, your equipment protection or Device Protection is automatically removed.