Got questions?

Question 1

Who can take advantage of this offer?

Accepted Answer

Individuals and families who are currently under a postpaid contract or a device payment plan, and have an account in good standing with any domestic carrier. You can check if you've already redeemed this offer here.

Question 2

Can I be reimbursed for both an ETF and a device payment plan balance?

Accepted Answer

If you have an account with multiple numbers, some having an ETF and some with a payment plan balance, you can submit them all and T-Mobile will reimburse up to $650 per line. However, if you have one line with both charges, you can only request reimbursement for the ETF charge or the device payment balance.

Question 3

What is an "ETF"?

Accepted Answer

ETF stands for Early Termination Fee, which is the fee charged by your carrier to cancel your service before your contract expires. This can also be referred to as a "Contract Termination Fee".

Question 4

How soon after I switch to T-Mobile do I have to submit my reimbursement request?

Accepted Answer

You have 30 days (or one calendar month) from your date of activation at T-Mobile to submit your request at switch2t-mobile.com.

Question 5

What are the eligibility requirements for ETF or device payment plan reimbursement?

Accepted Answer

To qualify for the ETF reimbursement offer, you must:

Switch from a postpaid plan with another U.S. carrier to a postpaid plan on T-Mobile.
Activate service, trade-in your old device for a new one, and transfer over your current number to your new T-Mobile phone. A credit based on the market value of your trade-in will be applied to your account.
Have had at least 90 days in good standing with your previous carrier.
Activate service and finance, lease, or purchase outright a new device purchase with T-Mobile on a qualifying postpaid plan (T-Mobile Prepaid, No Credit Check, MetroPCS, and Unlimited Talk & Text Only lines do not qualify).

To qualify for the device payment plan reimbursement offer, you must:

Have had a device payment plan on a smartphone or tablet with a domestic carrier, and have made payments on the device and be on good standing for at least 90 days.
Trade-in the device with the payment balance for a new T-Mobile device.
Submit a copy of your device financing details with your latest payment balance from your previous carrier within 30 days of activating a T-Mobile plan.

Please note that third-party financing plans are not covered, nor are most accessory payment plans. One offer per line, up to 5 lines. All lines must be activated in the same T-Mobile market with the same billing address.

Question 6

Why can’t I bring my own device?

Accepted Answer

When you trade in your device, it’s a win-win for both you and T-Mobile. A device trade-in provides you with some initial credit to help with your new device purchase or startup costs like down payment, devices taxes, or accessories. For T-Mobile, we still see value in the devices you no longer need.

Question 7

Can this offer be combined with other promotions?

Accepted Answer

It depends on the promotion. Currently you can only take advantage of one trade-in offer, so you can choose whether you’d like to take advantage of this ETF/device payment offer, or redeem another promotion that requires you to trade-in a device. We cannot pay off your device and/or ETFs if you take advantage of any BOGO (buy one get one) offer, or any other offer requiring a device trade-in.

Question 8

I live in Puerto Rico. Am I eligible for these offers?

Accepted Answer

Yes. Just switch from any Puerto Rico carrier to a T-Mobile Puerto Rico account and follow the reimbursements steps above. To get started, visit www.t-mobilepr.com.

Question 9

Will T-Mobile pay off the ETF or device payment plan on my tablet?

Accepted Answer

Yes. For the device payment plan, as long as that tablet was financed on a device payment plan that is in good standing, it is eligible for trade-in and reimbursement of up to $650 of the outstanding device payment plan amount. For ETFs, we will cover your ETF up to $350 per mobile Internet line when you trade-in your tablet. For both offers, you must purchase a new device with T-Mobile on a qualifying postpaid T-Mobile ONE plan.

Question 10

Will T-Mobile pay off the device payment balance on an accessory (like an Apple Watch or headphones)?

Accepted Answer

Only devices that have an associated phone number are eligible for device payment reimbursement. Therefore, accessories like Apple Watches, headphones, or speakers do not qualify.

Question 11

Does this offer apply to both single lines as well as multiple line accounts (i.e. individuals and families)?

Accepted Answer

Yes. In fact, this is an even bigger deal for families, because they often have to pay two, three or four times more in early termination fees or device payment plan balances than individuals and have to contend with staggered contract expiration dates. With this offer, families can make the switch to T-Mobile all at once without worrying about those types of challenges (up to 5 lines).

Question 12

How do I request a reimbursement?

Accepted Answer

Once you have received your final bill containing the ETF charge and/or device payment plan balance from your old carrier, go to switch2tmobile.com within 30 days of activating your T-Mobile plan and upload a copy or image of your final bill to request reimbursement. We only need the page(s) of your bill that reflect your name, address, phone number(s) and Early Termination Fees (ETFs) and/or device payment plan amounts. You can either upload a PDF copy of your e-bill from your previous carrier, or you can scan or take a picture(s) of the page(s) with this information and upload the images online.

Question 13

How do I know if it is my final bill?

Accepted Answer

We require the final bill because only the final bill discloses the actual amount of your ETF or current device payment plan balance. Generally, your final bill will have a special one-time ETF charge. Most often this is listed as a "Early Termination Fee" or "Contract Termination Fee". Device payment plan balances will be listed as "installment plan balance" or "retail installment plan balance".

Question 14

How do I check the status of my reimbursement?

Accepted Answer

You can go to switch2t-mobile.com, click "Get Started" and login to check the status of your reimbursement.

Question 15

How long will it take to get my reimbursement?

Accepted Answer

If your submission request is approved, the amount of ETF and/or device payment balance will be issued to you on a Virtual Prepaid MasterCard within 15-30 days. You will receive an SMS text with a link to register your prepaid card. Once you have registered your card, you will get immediate access to your reimbursement.

Question 16

What is a Virtual Prepaid MasterCard?

Accepted Answer

It is a card that can be used at any MasterCard® merchant that accepts online or telephone payments. It allows you to make immediate, real-time payments and easily view fund balance information. The Card is issued by Sunrise Banks N.A., Member FDIC, pursuant to a license from Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. Use of this card constitutes acceptance of the terms and conditions stated in the Cardholder Agreement.

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