Equipment Installment Plan (EIP) FAQs

    Find answers to commonly asked questions about the Equipment Installment Plan (EIP) and e-Signature Authorizations on this page. For information on JUMP! on Demand, you can read about it here.



    When should I expect the e-Signature Authorization email?

    When the order is submitted over the phone with Customer Service, or if you're shopping on your mobile device, the e-Signature Authorization is sent to the email address you provided from "t-mobile-sign-your-eip." If you experience significant delays in receiving the email, check the spam folder. If 24 hours have passed and you've still not received the e-Signature Authorization email, contact us.



    What is an e-Signature? When is it required?

    Electronic Signature (e-Signature) is an electronic process associated with a contract, and it's used as the legal equivalent of a written signature. It allows consumers to conduct commerce electronically in a variety of ways. e-Signatures allow T-Mobile to efficiently offer Equipment Installment Plans to our customers while also promoting a paperless society.


    e-Signatures are required for orders that include an Equipment Installment Plan (EIP) or if you signed up for JUMP! On Demand. These orders can be placed through, My T-Mobile, or by calling 1-800-T-MOBILE (1-800-866-2453). If you place an order through or My T-Mobile, you'll be required to sign electronically at the time of purchase.


    Important: Your order isn't complete until you sign and complete your e-Signature Agreement.



    Can I exceed my equipment credit line?

    Yes. If the purchase price is higher than the credit provided to you, your initial down payment will include the difference in price above this amount.



    Can I return items purchased on the EIP?

    Yes. Items purchased on the EIP can be returned following T-Mobile’s Return Policy.



    Can I cancel an order?

    If you don't want to proceed with the order, and you have not yet submitted your e-Signature Authorization, no action is needed. When the authorization expires, the order is automatically canceled, and you'll receive an email confirming your order was canceled.


    If you've already submitted your e-Signature Authorization, then your order is being processed. You can contact T-Mobile Customer Service at 1-800-897-9337 to cancel your pending order up until the point it has successfully shipped.


    If you receive an unwanted order, refuse the delivery.


    If you’ve already taken delivery of the new device, contact us at 1-800-937-8997 for information on return shipping.


    Who do I call if I need help with my EIP purchase?

    • For help when adding a line, you can call 1-877-353-3614.
    • For purchases made on, please call 1-800-672-5390.



    How does EIP appear on my bill?

    The Equipment Installment Plan (EIP) initial down payment amount is billed to the credit or debit card you provided when you ordered your phone. The amount will not show on your bill because that charge was not billed to your T-Mobile account. The down payment can be viewed on the account statement used to pay the charge. If you paid in a T-Mobile store, you can also find the information on the store receipt. Your first installment is the initial down payment. Details can be found under the Other Charges section of your bill.

    Once you receive the email, follow the instructions to complete the e-Signature process within 48 hours. If it's not completed within this time, your order will be canceled. After you complete the e-Signature process, you'll receive a copy of the signed EIP agreement.



    How can I view the EIP agreement?

    To view the EIP agreement, you'll need to make sure you have the most recent version of Adobe Reader installed on your computer or tablet. You can download Adobe Reader for free.



    Can I sign the EIP agreement on my mobile device?

    If you order a new device with EIP or JUMP! On Demand through 1-800-T-MOBILE (1-800-866-2453), you have the option to review and approve the handset agreement right from your device.
    Note: This option is only available for handset agreements in English; handset agreements in Spanish are not supported for e-Signatures on your device at this time.


    If you place an order for a device through or, you can complete the e-Signature process if you’re currently using one of these select devices:


    • Alcatel OneTouch Pop (Astro/Prepaid)
    • HTC 10
    • iPhone 5c and 5s
    • iPhone 6 and 6s
    • iPhone 6 Plus and 6s Plus
    • iPhone SE
    • LG G3
    • LG G4
    • LG Optimus L90
    • Motorola DROID Turbo
    • Samsung Galaxy Avant
    • Samsung Galaxy Light
    • Samsung Galaxy S3, S4, S5, S6 and S7
    • Samsung Galaxy S3 mini
    • Samsung Galaxy Note 3, 4, and 5
    • Samsung Galaxy Note Edge
    • Samsung Galaxy Trend Plus
    • Sony Xperia Z



    What if the e-Signature doesn’t work when I'm upgrading my phone?

    If you're upgrading through My T-Mobile and you get an error message, make sure the name or PIN you typed into the e-Signature field matches the name on your account or the PIN provided in the email.


    If you receive a message saying this function is not currently available, your order will not be placed. You can check back at a later time to resubmit your order online, or you can call Customer Service for assistance in upgrading your phone with EIP.

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