Adjustments & refunds (2024)

Expecting an adjustment, deposit refund, or payment refund? Learn more about the details.For prepaid accounts, check out T-Mobile Prepaid Refill your prepaid account.

Adjustment

When you're expecting an adjustment on your account, know the following:

Deposit refund

Deposits are returned after 12 months of active service.
Returned deposits are applied to your account balance first.
Interest is applied on deposits at the rate the state law requires.
You can request any remaining deposit credit balance to be refunded to the original payment method or prepaid card.
Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.

Payment refund

To request a payment refund, contact T-Mobile Customer Service. You'll need to be the account holder or an authorized user and able to verify the account.

Credit balances due to overpayment may be eligible for refund and will be refunded back to the original method of payment if you don’t owe any money on any T-Mobile account.
Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any eligible credit balance can be refunded to allow time for final charges to be billed.

Refund requests
Refund method	Refund Requirements & Time Frame
Checking/Savings account	Refund can only be requested by the account holder. ECP payments can only be refunded back to the original method of payment. Accounts with a recent history of returned check payments may have the refund held for 7 days to allow time for the payment to clear before refunding. If approved, your refund will typically be deposited within three business days from approval date.
Credit/Debit card	Card payments can only be refunded back to the original card. If approved, your refund will typically be deposited within three business days from approval date.
Prepaid card / Paper Check	Refund can only be mailed to the account holder. If approved, your refund will typically arrive within 10 business days by USPS ground mail from approval date.

Refund declined

There are some common reasons why you may receive the following "refund request declined" text message:"T-Mobile: You requested a refund of ${xx.xx}, but your T-Mobile account isn’t eligible for a refund. For questions, visit t-mo.co/refund1."

Common Declined Reasons

A recent payment on your T-Mobile account was returned unpaid. Check the status of your recent T-Mobile payments with your financial institution.
Some credit balances are ineligible for a payment refund and will apply towards your future monthly charges.
You may have requested a refund back to a cardor payment type that was not the original payment method.
If you requested a different refund method, a one-time PIN may not have been verified.
There may not be a credit balance on your account, so a refund can't be issued.
The refund request is not allowed due to policy.

If you don't believe your account fits any of these situations or you need further support, contact T-Mobile Customer Service.