National Retail purchasing support
Customers may purchase devices at our National Retail partners. Participating National Retailers are currently Apple, Samsung.com, and Walmart. Use this page for assistance when customers call in for support on these National Retail transactions.
Eligible account types
Only eligible consumer account types can purchase directly from a National Retailer.
| Upgrade | New AAL | |
|---|---|---|
| Account Type | INDIVIDUAL or SPECIAL |
INDIVIDUAL |
| Account Subtype | INDIVIDUAL_REGULAR INDIVIDUAL_MCSA INDIVIDUAL_ASSOCIATION INDIVIDUAL_GOVERNMENT INDIVIDUAL_GSA SPECIAL_EMPLOYEE INDIVIDUAL_SOLE_PROPRIETORSHP |
INDIVIDUAL_REGULAR INDIVIDUAL_MCSA INDIVIDUAL_ASSOCIATION |
| Upgrade | New AAL | |
|---|---|---|
| Account Type | INDIVIDUAL | INDIVIDUAL |
| Account Subtype | INDIVIDUAL_REGULAR |
INDIVIDUAL_REGULAR |
| Upgrade | New AAL | |
|---|---|---|
| Account Type | INDIVIDUAL | INDIVIDUAL |
| Account Subtype | INDIVIDUAL_REGULAR INDIVIDUAL_MCSA |
INDIVIDUAL_REGULAR INDIVIDUAL_MCSA |
Ineligible account types
Business accounts and account types not listed above are not eligible.
- If customers try to order on a National Retail website with a ineligible account, it will warn them the account type is not supported.
- Customers may call for unsupported account types. Assist them with ordering a device through T-Mobile.
- National Retail partners may call RSL for unsupported account types:
- Check what the customer needs.
- Assist the customer over the phone as necessary or refer the customer to visit a T-Mobile location.
Orders & offers
National Retail partners can sell T-Mobile devices and service in their app, website, or in-store.
- National Retail policies do not apply to Costco or Sam's Club. To support these orders, Retail should check Store-in-Store program: Costco & Sam's Club.
- Offers and pre-order options may differ between National Retail and T-Mobile.
- Each National Retailer follows their own timing for device launches and may not align with availability through T-Mobile.
- Care does not currently have visibility into National Retail pre-orders. Refer to the National Retail store for assistance.
- See Promotions to check if National Retail is an eligible channel for T-Mobile offers.
- National Retailer partners may have their own offers. See store locations for types of offers.
- If a service deposit is required for an activation, National Retail calls Universal Activations to assist with taking the payment for the deposit.
- National Retail is not an eligible channel for JUMP! upgrades or turning in deferred trade-ins.
- National Retail orders with deferred trade-ins are not eligible to turn in in-store.
- Programs vary by National Retailers. See below.
| AAL | Upgrade | BYOD activation |
T-Mobile deferred trade-in | EIP financing | EIP shows in EC Summary |
Shows in Order Lookup |
Shows in Trade-in Lookup |
|
| Apple | X | X | No | No |
X | X | X | X (T-Mobile trade-in only) |
| Samsung.com | X | X | No | X | X (except Utah, DC) |
X | (not yet) | X (T-Mobile trade-in only) |
| Walmart | X | X | X | (not yet) | X | X | (not yet) | (not yet) |
| Walmart.com | X | No | No | No | X | X | No | No |
Apple and Samsung also have their own trade-in programs. Devices transacted via those programs are not reflected in T-Mobile tools.
Returns & escalations
- Device inventory is owned by the National Retailer. It is not provided, tracked, or supported by T-Mobile.
- Customers must return any device to the original point of sale.
- Most stores offer a 14-day return period.
- T-Mobile cannot take the return or support it.
- If a customer reports an issue with their return, you must refer them to the original point of sale (National Retailer where device was purchased). T-Mobile does not have visibility into National Retailer inventory or return tracking information.
- Check Frontline system issues for problems in order and return systems.
- Do not file a Handset Research Form for National Retail orders. The HRT cannot research or assist.
- Buyer's Remorse & No Install:
- National Retailers must contact RSL for assistance with buyer's remorse cancellations and no install cancellations.
- Confirm requests meet Buyer's remorse and No install policy requirements.
When assisting customers or National Retail partners regarding orders:
- Make sure the account is current. If past due or suspended, help bring the account current.
- Check the account type is eligible.
- If it's not eligible, advise they must order through T-Mobile.
- If customer accounts are set up with a mismatched Account Type/Sub Type (for example, Individua/Regular or I/R) and rate plan, they may have issues upgrading through National Retailers. Confirm that the customer has a matching plan before reporting issues.
- Check the customer is performing an available transaction above. If not, advise they must order through T-Mobile.
- Confirm the customers is using their account PIN during their order. They can't use a My T-Mobile password.
- For a device offer or promo enrollment, refer customers to the original National Retail location. T-Mobile does not manage partner offers.
When assisting customers or National Retail partners regarding offers:
- T-Mobile does not have access to the ordering system used in National Retail and does not have access to order details.
- Refer customers who have concerns with promo enrollment or an offer to original National Retail store.
- For trade-in inquiries, use the table above. If unable to definitively verify receipt of trade-in, refer customers to original place of purchase.
- Only refer customers who have concerns to the original National Retail store if you are unable to answer their inquiries.
- Validate the return receipt to confirm the customer returned the device to the National Retailer and ensure the EIP remains open. If not, direct the customer to the original point of sale to either return the device or obtain proof of return from the National Retailer.
- Submit an Equipment Installment Plan: EIP Error ticket in Compass and complete all required fields.
- For the Was the transaction completed at a National Retailer question, select Yes and include the Retailer in the open text field.
- Costco
- Sam’s Club
- Apple
- Samsung
- Walmart
- Upload the validated return receipt via the attachments link.
- If the customer is impacted with charges, assist with a billing dispute collection hold. Follow up as needed.
- Do not issue credits for any charges applied to the account; these will be refunded when the device is correctly returned.
- Allow 7 days for the ticket to process. If there is no change to the ticket for 7 days, escalate to leadership for resolution.
There is no way to attach a trade-in after the original order (no post-order trade).
If a customer purchased at a National Retailer and a trade-in device required for an offer was not initiated/processed at time of sale only, you must direct them to the original place of purchase. The Promo Asset Recovery process should not be used for National Retail trade-ins. .
For applicable National Retailers (per table above), if you are not seeing a trade-in as received in our warehouse and/or customer indicates they have not returned their device, follow standard Promo Asset Recovery process to ensure the trade-in is received as expected. This includes but is not limited to:
- Care would create a return label via the Shipping Label Escalation tool.
- Care monitors device return.
- Shipping labels created via SLE do not ship to Assurant but rather the T-Mobile Return warehouse (DC90).
- Since the device is being returned to DC90, we do not have any visibility into the actual device condition. Frontline guidance is to err on the side of the customer.
- Once the device is returned, Care submits standard manual promo re-enrollment for the customer.
Warranty support & Device Protection for purchased devices
Customers may purchase devices (or a color/memory variants) that are exclusive to the National Retailer, and warranty support varies for these devices.
If the device (model, memory, color) is:
- Sold by T-Mobile:
- T-Mobile provides warranty support, as standard for devices purchased directly from T-Mobile. See Warranty exchanges.
- Customers can add standard Device Protection or P360 at a qualifying event. See Features and eligibility: Device Protection.
- Not sold by T-Mobile:
- Warranty is provided by the device manufacturer. Refer the customer to the Equipment manufacturer.
- Customers can add BYOD P360. See Features and eligibility: Device Protection.
Store locations
Apple locations
- Apple Stores have 278 locations with 80+ Apple wireless sales employees.
- Apple employees contact their Contact Center for system issues. The Contact Center or the in-store Apple employee may contact RSL for assistance.
- Exclusive Apple store only promos: Apple iPhone Upgrade Program enrollment and redemption.
- Apple Retail offers their own device trade in program.
- Apple Retail can provide select T-Mobile offers with an Apple Retail trade-in. This is unique to Apple Retail. The trade-in credit will be given through Apple, and RDCs will show after the Apple trade in value is applied.
- Apple offers these unique services:
- eSIM activation
- On-Device Activation (ODA)
- Stand Alone Device Activation (SODA)
- See Apple On-device Activation (ODA): iPhone for steps to initiate SODA.
- Trade-in through Apple
- Advise customers to visit getsupport.apple.com, select a support topic, and complete the guided support flow.
- Customers can complete the following requests through Apple. Use the Atlas troubleshooting Fix Flow Postpaid smartphone eSIM profile / activation issues for any other issues.
- EIP financing offered by Apple:
- Apple stores, Apple.com , and the Apple app offer EIP for new activation, add-a-line, and upgrades (including port-ins).
- Customers need to meet EIP eligibility to use financing when purchasing through National Retail.
- EIPs sold at Apple are the same as EIPs sold by T-Mobile.
- Find details on these EIPs in the EC summary.
- Find where the device was purchased in the Order Look Up tool.
Samsung.com
- Customers who order devices directly through Samsung.com can choose devices for T-Mobile and other carriers.
- Samsung authenticates with T-Mobile PIN/Passcode. (It is not the My T-Mobile password.)
- EIP financing is available.
Exception: Utah and Washington D.C. are not eligible to use EIP on Samsung.com. - Accounts statuses that are not supported: inactive, suspended, or past due.
- Samsung.com has their own device trade-in program and participates in the T-Mobile deferred trade-in program.
Note: T-Mobile deferred trade ins follow the current trade-in program rules and can be viewed in the Device Tracking Portal.
Walmart locations
- There are 2349 locations, and the Electronics Department has dedicated tables.
- There are usually 2-3 wireless employees per store.
- Walmart offers include instant discounts, which are presented at time of purchase in the Walmart POS at Walmart locations.
- Walmart offers EIP starting June 13, 2022
- Walmart is currently unable to add Protection 360. Customers may call to add it during their qualifying event.
Walmart.com locations
- Customers who order devices directly through Walmart.com can choose devices for T-Mobile and other carriers.
- Walmart authenticates with T-Mobile PIN/Passcode. (It is not the My T-Mobile password.)
- EIP financing is available.
- Account statuses not supported: inactive, suspended, and past due.
- Walmart.com is unable to add Protection 360. Customers may call to add it during their qualifying event. See Features and eligibility: Device Protection.
- Walmart.com only allows ship-to the address on the T-Mobile account.
- Device returns can only be processed in Walmart locations and will systematically cancel the EIP upon return.
Identify a place of purchase
When needing to verify eligibility for a promo, you can find which National Retailer sold the device.
- Access EIP Summary > Order History.
- Check the Order ID. It will start with a prefix that identifies the place of purchase. For example:
- APL: Apple (The Channel field identifies Retail or Web.)
- WMT: Walmart
Channel-specific impacts & errors
Customers attempting to purchase in National Retailers may receive an error when attempting to verify or make a change to their T-Mobile account and may be referred to T-Mobile. Refer to the memo/error details and follow the associated action steps below.
- Account verification with 2 factor authentication (2FA) is required using the T-Mobile account PIN (Not T-Mobile ID password) and a One-Time PIN (OTP) for multi-factor authentication.
- OTP is only be able to be sent by SMS. Email OTP is no longer available in National Retail.
- When a customer cannot verify their account in National Retail, an error message may refer the customer to T-Mobile for assistance.
- Customers are locked from transactions for 24 hours if they fail too many verification attempts at National Retailers.
- If a customer calls us because they:
- Cannot verify their PIN with a National Retailer: Refer the BRP or PAH to use self-service steps to reset the PIN.
- Cannot authenticate in National Retail: Follow this process.
- Cannot verify One-Time PIN (OTP) for Apple orders: Get steps in the Errors section below.
- Apple-only: QR in Retail and Apple’s OTP are used on web/app for the second factor in verification. Customers who had too many incorrect verification attempts in National Retail may have their account locked out for 24 hours for too many attempts and be referred to T-Mobile for further support such as updating their account PIN.
- Upgrades and SIM changes enforce SIM protection and Fraud SIM block at Apple and Walmart.
- SIM changes send a new notification to the customer.
- If a customer contacts us for assistance, complete verification and check the account for these features. Follow normal process in C2 to help customers remove the features.
- When the features are removed, advise the customer to try the transaction again.
| Channel | Impact | Next steps |
| Apple Stores / Apple.com | During the initial setup, customers are sent a One-Time PIN (OTP) to complete eSIM activation. This OTP is only sent to the T-Mobile phone number attached to the Apple order and cannot be changed or resent by T-Mobile. Customers must have a working device attached to that line to receive the OTP. |
f customers don’t have a working device for the T-Mobile phone number attached to the order, you must bypass activation and change the eSIM.
|
| Apple Stores | Error Code 2139 and customer receives an “Unable to proceed. Please contact T-Mobile Care or Retail” error message when attempting to peform a device upgrade at an Apple Store. | When a customer contacts you after being unable to perform a device upgrade at an Apple Store, follow these steps:
|
Samsung.com, Walmart |
Error code: 5201 and User Message: "We are unable to authenticate your account at this time. To manage your account go to a T-Mobile store or contact us at 1-800-937-8997 or dial 611 from your T-Mobile phone." | To authenticate in National Retailers, customers are required to verify both their Account PIN (not T-Mobile ID password) and verify a One-Time PIN (OTP) to their line or another active voice line. If they are not able to be authenticated, they may be referred to T-Mobile for assistance.
|
| Apple Stores Samsung.com |
Error displayed by Apple and Samsung for customers when attempting to connect for a one-time PIN: "There was a problem connecting to the carrier’s server. Please try again in a few minutes." |
Accounts with a combination of more than 25 active, canceled, or suspended lines will not be able to receive a one-time PIN when purchasing through national retailers.
A fix is expected to be implemented by the end of June 2025. |
| Apple Stores Samsung.com |
Error displayed by Apple & Samsung for customers: "Please visit a T-Mobile store or Call Care." T-Mobile error memo for the Retailer, also displayed in Account memos: "You have reached the maximum number of attempts to authenticate as a T-Mobile customer. Please visit a T-Mobile store to continue. Error Code 2964" |
When a customer in National Retail has entered/provided an incorrect PIN and/or One-time PIN (OTP) multiple times, their account will be locked out for 24 hours for security purposes. The customer needs to wait 24 hours before trying again.
|
| Walmart | Error displayed by Walmart for customers: "Attention is needed on your account to continue. Please contact T-Mobile for assistance, call 1-800-937-8997 or dial 611 from your T-Mobile phone." T-Mobile error memo for the Retailer, & also displayed in Account memos: "Information entered doesn’t match our records. Please re-enter required information. If the error continues please visit a T-Mobile store or call 1-800-937-8997" |
When a customer in National Retail has entered/provided an incorrect PIN and/or One-time PIN (OTP) multiple times, their account will be locked out for 24 hours for security purposes. The customer needs to wait 24 hours before trying again.
|
| Walmart.com | Error displayed by Walmart.com for customers: “We weren’t able to process your application. If you have questions, contact T-Mobile customer service at 1-800-937-8997.” | When a customer contacts VR after being unable to perform an activation online at Walmart.com, treat them as a new/prospect customer and follow usual processes. |