Bill reprints

Use this page to figure out if a customer is eligible for a bill reprint and what bill options are available.

Bill reprints

  • You must always tell your customer about our bill reprint self-service options, before requesting an alternate method for a bill reprint.
  • Only the Billing Responsible Party (BRP) or Authorized User on the account can ask for a bill reprint. 
  • No Credit Check (NCC) customers are ineligible except for requests of final bill reprints.
  • Copies of the last three statements only are also available at a T-Mobile retail store for Individual liable or small business (49 lines or fewer) customers with photo ID.
  • For Detailed / Summary bill buttons, if a customer is on an older bill format, you will see both buttons to select in the Samson Bill Widget. If the customer is on the newer bill format, only one button called summary is visible, but it does provide detailed usage.
  • CD Billing customers will receive reprints in the same CD format as the original (if the original was paper, the reprint will be paper).
  • Customers print PDF statements for up to 18 months at My T-Mobile.
    • Within 18 months: Customers print the PDF on My T-Mobile.
    • Over 18 months: See Process a PDF reprint below.

Restrictions

  • Mailed bill reprints may only be sent to the primary billing address in Samson, except for Business/Government account types, which can use listed alternate addresses.
  • Bill reprints (including PDF exception reprints) aren't allowed if the billing address, language, or number of copies have been changed in the last 30 days. Retail can still assist customers with appropriate verification.
  • This can be figured out by checking account memos listed as a "Marketing Pref. Chng" showing an email address update or by addition of the Paperless Billing feature or T-Mobile ID showing the email address as being added.
  • Revised Final bills with no new financial information (payments, adjustments, etc.) can't be reprinted.
  • Bills can't be faxed to customers.
  • Reprint requests for statements older than 6 years can't be completed.
  • Prepaid accounts are unable to have bill reprints.

 

Reprint fee

  • Customers receive one free reprint per calendar year. Each additional month will be assessed a $5 fee (excluding eligible PDF reprints).
  • The fee can't be waived, except for T-Mobile error, and will appear on the next bill.
  • Copies of the most recent bill are also available through the SIVR. Normal fees apply, if applicable.

Account types exempt from reprint fee

  • Business: Corporate, MCSA, National, Non-Profit, and Retail.
  • Government: GSA and Regular.
  • Special: Company Use Phones, Event, Test Phones, VIP ERT, and VIP.

Exceptions

There are some exceptions to the reprint process. Refer to the table for specific call handling of each scenario
Exception typeHandling
Archived accounts

Archived accounts are not eligible for bill reprint requests.

Canceled accounts

Customers with cancelled accounts can download up to the last 18 months of statements online via T-Mobile.com. Refer to Cancelled Accounts: Self-Service for eligibility and steps.

If the customer is unable to access the bill online, refer the BRP or Authorized User on the cancelled account to a T-Mobile store to complete ID verification.

If verified in-store: 

Enlarged bill formatFor enlarged print bills, see Accessibility & support for customers with disabilities.
Escalated & PDF requests

Follow steps in Process a PDF reprint.

Reprint Error Message: "Reprint request cannot be processed. Bill not found in archives."
  • You are receiving this message because one or more bills in your reprint request have no billing activity on it.
  • For a bill to be eligible for a reprint, the cycle must have some sort of billing information to display, such as charges, usage, payment, adjustment, returned payment, etc.).
  • Not all Revised-Final bills are eligible for a bill reprint.
  • To continue, review the requested bill images to confirm activity, then remove the statements that don't qualify and submit the request again.
Retail reprints
  • Customers can receive two free reprint requests (most recent three statements) per year in-store.
  • The bill reprint is an exact image of the bill customers originally receive.
  • Print the summary section through usage charge details. Only print the full bill with usage detail records if specifically asked for by your customer.
Sprint customer requests
  • Attempt to reprint the bill using Samson.
  • If bill is not available or you are unable to reprint send the following information to your Customer Care Manager (CCM):
    • Subject: “Legacy Sprint BAN ### – MSISDN ###”
      • Include the actual BAN and MSISDN numbers.
      • The Sprint BAN is found by checking the "Conv General" memo from the customer's migration date in Samson historical memo widget. 
    • Body: Bill cycle dates requested, any other information needed.
  • For bills over 18 months or still on the Sprint Biller, CCMs must pull the bill from Olive:
    1. Click Invoice > Search.
    2. Enter the Sprint BAN in the Account Number text box. 
    3. Change the Invoice Date to the desired date range.
    4. Click the Search button.
  • Request access to Olive
    • Requests are only accepted for CCMs and above. Requests from others are declined.
    • To submit access requests, click Olive Permission Request. Click Request to submit your access request.
    • Once approved by your leader, access will be available within 48 hours.
  • Olive access issues 
    • Olive permissions were reset on 3/30/24, and you may need to request access again.
    • If you’re still unable to access Olive after requesting permission, try to access it in an incognito window or perform a cookie/cache clear in your browser..
Write-off accounts
  • Contact your Customer Care Manager (CCM) for bill copies or bill reprints.
    • If the account shows VST (not with an agency), or if it's paid in full, your CCM can email the PDF to the customer.
  • If no date is specified only the final bill will be sent.
  • Refer to Write-off accounts for additional information on handling written-off accounts. 

Process bill reprint

  1. Verify billing address on file is correct and has not been changed in the last 30 days.
    • If the address is wrong, update the billing address and offer alternate options:
      • Digital: The last 18 months of statements are available on My.T-Mobile.com and T-Life.
      • Retail: The last 3 months of statements are available. (If the customer has selected the Summary Bill option, only the Summary Bill is available at the T-Mobile retail store.)
    • If the digital and retail options are not available:
      • Set a follow up to process the reprint request after the 30-day waiting period.
      • If the customer cannot wait, see Process a PDF reprint.
  2. Access Bill menu in Samson.
  3. Select Bill Reprint Request screen. 
  4. Select Reason for Bill Reprint from the drop-down menu.
  5. Give the total reprint charge(s), if applicable.
  6. Inform your customer reprints should arrive within 10 business days.

In Retail

  1. Log in to Tapestry.
  2. Search and verify the customer.
  3. Select View Billing Dashboard.
  4. From View Bills section, find the bill. Only the last 3 bills are available
  5. Select View.
  6. Select Print.

Process PDF reprint

Do not file tickets for escalated situations where frontline or a group with permissions listed below can reprint in Samson.

Approved PDF scenarios

  • Canceled accounts. (The customer can use self-service to access bills for the last 18 months. Leadership can send the first reprint to canceled accounts after verifying completing Account verification: Care.
  • Reprint error.
  • A bill reprint request requires more than 5 years of bills.
  • Emergency requests for legal reasons (i.e. impending court case), customer needs their bill to arrive within 10 business days. The customer can use self-service to access bills for the most recent 18 months.
  • A known System Issue with My T-Mobile prevents retrieval of PDFs online (requests less than 18 months).
  • The customer lives overseas now.
  • A bill with more than 1,000 pages. This request requires a Service Desk ticket. See Escalated requests > Escalations requiring a Service Desk ticket below.

Unapproved PDF scenarios (Do not send a PDF)

  • If the customer is requesting only 1 reprint, process the request through Samson instead.
  • The first reprint for canceled accounts should be processed through Samson. See Canceled accounts process above.
  • To avoid the $5 charge for Bill Reprints on active accounts.
  • Customer claims they have no internet access.
  • Customer prefers email to paper statement.
  • Reprint requests for statements older than 6 years can't be completed.

Groups with permission to send bill PDFs

  • Customer Care Manager (CCM) (Note: Associate Managers do not have permission)
  • Executive Response Team
  • TFB Care
  • T-Force
  • National/Global Care exception
    • Partner site CSM only: Send the PDFs requested to your SPDMs who can email the customer.  
    • Internal Care Teams must continue to escalate requests to their direct Leadership. No other groups may use this email.
       

Follow steps below:

  1. Check the Approved PDF scenarios and Unapproved scenarios above to confirm the customer is eligible for a PDF.
  2. Check groups with permission above to determine who can complete the steps.
  3. Collect the following information, and give it to your Customer Care Manager (CCM) if necessary:
    • Account number
    • Mobile number
    • Bill cycle requested for reprint
    • Email address to send the PDF to:
      • The Paperless Billing and T-Mobile ID (PAH or Authorized Users) email addresses are acceptable for use if they meet the same 30 days' active restriction.
      • After completing in-store verification, use the email address provided by the BRP or Authorized User.
  4. CCM or permissioned user: Access Bill Image in Samson. (For Sprint Bill reprints over 18 months old, pull the bill from Olive, and then follow the steps below to send to the customer.)
  5. Click the print icon and select Save as PDF from the printer drop down. Select Save.
    1. Copy and paste \\gsm1900.org\applications\ConsumerChannelBillReprint into the navigation bar.
    2. Create a new folder to save the files to.
    3. Save using File name structure: ‘Account (insert BAN) Bill cycle (insert bill cycle)’.
      Note: Files more than 30 minutes old are automatically deleted. 
  6. Open a new email using a secure email box for your group and attach the PDF(s).
    1. Click Attach File.
    2. Click Browse This PC.
    3. Enter \\gsm1900.org\applications\ConsumerChannelBillReprint in the navigation bar to access.
  7. Add the subject line: "Bill Reprint Request"
  8. Remove any auto-signatures with phone numbers, addresses, or email addresses.
  9. In the body of the email, add: "Please do not reply to this message. This email box is not checked for customer inquiries. Thank you."
  10. After sending, delete the folder and file(s) from \\gsm1900.org\applications\ConsumerChannelBillReprint.

Escalations

Send the request to your Customer Care Manger (CCM). Include the following information:

  • Account number
  • Cycle Close Date of the bill(s) requested
  • Reason for the escalated/exception request
  • Customer email address on file 30 days or more (if asked for PDF sent via email)

Escalations requiring an Account Error Form

Only file an Account Error Form if the bill is over 1,000 pages or if there was a system error when processing the reprint.

  • The filer receives a PDF of the requested bills.
  • Permissioned users must email the PDF to customer.
  • Bills over 6 years old are not available through the form.
  • If the reprint request spans over dates that have a break, then file separate tickets. (example: 1/1/2023 - 5/1/2023 and 8/1/2024 - 10/1/2024 would be requested in two separate tickets.)

Follow these steps:

  1. File an Account Error Form. (Atlas > Toolbox > Forms > Account Error)
    • For "Which system do you see the issue in?" select Samson.
    • For "Action Being Performed" select Bill Reprint.
    • For "Error Message Received" select Reprint Error.
  2. Create a follow up, giving 7 days for the ticket to be worked. The requested months will be attached via PDF to the ticket once closed.
  3. CCM or permissioned user: Click Save as PDF and save the file to \\gsm1900.org\applications\ConsumerChannelBillReprint.
    1. Copy and paste the link into the navigation bar.
    2. Create a new folder to save the files.
    3. Save using File name structure: "Account [insert BAN] Bill cycle [insert bill cycle]"
      Note: Files more than 30 minutes old are automatically deleted. 
  4. Open a new email using a secure email box for your group, and attach the PDF(s).
    1. Click Attach File.
    2. Click Browse This PC.
    3. Enter \\gsm1900.org\applications\ConsumerChannelBillReprint in the navigation bar.
  5. Add the subject line: "Bill Reprint Request"
  6. Remove any signatures with phone numbers, addresses, or email addresses.
  7. In the body of the email, add: "Please do not reply to this message. This email box is not checked for customer inquiries. Thank you."
  8. After sending, delete the folder and file(s) from \\gsm1900.org\applications\ConsumerChannelBillReprint.