Failed payments & negative file

Use this page to understand and support failed payments.

Negative file

Bank disputes can result in bank accounts, credit/debit cards, and/or BANs being added to the Negative file, depending on the type of bank dispute and the number of disputes received.
  • When a customer receives a Negative File error message, this indicates that the BAN and/or individual card or bank account has been placed on the Negative File.
  • When a payment method is placed on Negative file, it is blocked from making payments for upgrades, add-a-lines, or one-time payments. Set up of scheduled payments are also blocked (AutoPay, FDP, and payment arrangements).
  • When only one bank dispute is initiated, the BAN is placed on the Negative File temporarily.
  • BANs with an unacceptable number of bank disputes (usually three or more) may be permanently blocked.
  • Guest Pay does not work when a BAN is on negative file. If the payment method is on negative file, Guest Pay can be used with another valid payment method.

Determining negative file block type

There are five types of negative file blocks:

  1. Specific card block
  2. Specific bank account block
  3. BAN level block for all cards (customer may not use any cards)
  4. BAN level block for all bank accounts (customer may not use any bank accounts)
  5. BAN level block for all cards AND all bank accounts (customer is cash only)

You may determine the type of negative file by going into the payment form in Atlas:

  • If a customer is on negative file for only a specific card or bank account (type 1 or 2), you may attempt to process a payment against any card or bank account but will receive an error stating that the payment method is declined due to being on the negative file, when that specific card or bank account is attempted. Other cards and bank accounts may be attempted.
  • If a customer is on a BAN-level negative file block for cards OR bank accounts (type 3 or 4), you will see one of the following alert messages when opening that tab of the payment form. You may attempt payments with the alternate payment type that is not blocked:

  • If a customer is on the BAN level negative file for all cards AND all bank accounts (type 5), you will get the following alert when opening the payment form:
    • The customer's account is on negative file and is not allowed to make any credit card or bank account payment at this time. Please advise the customer to pay in cash at any T-Mobile retail store.
    • DECLINED: The payment method or BAN used is on the Negative file. Please use another payment method.

Guidelines for submitting Negative File removal requests

  • Submit requests to remove only BAN level Negative File blocks for types 3 & 4 above. We do not remove individual cards or bank accounts from the Negative File. Requests for removal of a specific card or bank account will be denied. When the block is not at the BAN level, instruct the customer to use a different bank account or card.
  • Bank disputes can be found by searching the memos for the phrase “returned unpaid” to locate both backout and charge memos within the last 12 months.
    • If you see only one dispute, it is likely that that customer is only on a temporary 30-day negative file block, and you do not need to submit a form request.
    • If you see three or more of these disputes, it is likely that the BAN is on a permanent negative file.
  • If the customer reaches out within 30 days and only one bank dispute was initiated, instruct the customer to wait 30 days after the initial dispute was received by T-Mobile to make a payment with a different card or bank account. Do not submit cases within 30 days, except if the customer is a victim of fraud.
  • Submit a case only after 12 months of good payment history with no bank disputes.
  • If the BAN is on the Negative File for both cards AND bank accounts, the BAN will not be removed.
  • The only exception within 12 months for removal of the BAN is if they are a victim of fraud. Fraud victim BANs can be located by searching the memos for the phrase “FRAUD VICTIM.”.

Requesting removal from the BAN Negative File

This process is only available for postpaid BANs. Transfer prepaid customers to our Prepaid Legacy queue. The response can take up to 2 business days.

  1. Let your customer know you'll send the request on their behalf, but you cannot guarantee their T-Mobile account will be removed from the Negative File. Individual cards and bank accounts will not be evaluated for removal.
  2. Complete the Negative File Support Request Form. Important: Do not give this form link to customers.

Common Negative File payment decline reasons

This is a list of common payment decline reasons customers may receive when attempting to make a payment.

  • This account is on negative file, please use a different account or payment method.
    • The payment method is on the negative file for either credit card or bank account. Review the account and assist the customer with adding another method of payment.
  • Account not authorized to submit electronic check payments.
    • The account is blocked from making electronic check payments due to a returned payment and/or a high number of returned check payments. The customer can try another method of payment.
  • Whoa, something went wrong! This account is on negative file, please use a different account or payment method. Negative File Validation Failed. Ban or Card is on Negative File 8186." The credit/debit card is on negative file. The customer can try another method of payment.
  • Bank accounts may not be used by this customer as it is on negative file.
  • Cards may not be used by this customer as it is on negative file.
  • Customer is unable to use a new bank account.
  • Customer is unable to use a new card.

Debit and credit card issues

Card issuer response codes

The Whoa page will give the description, decline code, and route back to Payment form details.

Important: The card issuer response is a generic response that can't be used to hint at the reason for the card decline. For the customer's protection, these responses are non-specific to help prevent opportunities for fraud. Always refer the customer back to their financial institutions for more details on a declined transaction.

Failure scenarios

  • The card will be blocked for 24 hours from making payments in the SIVR, My T-Mobile, and through a rep.
  • Educate your customer on alternative payment options.

  1. There can be a hold on the funds with their bank or credit card company.
  2. T-Mobile sends an automatic request to their bank to release any hold on funds. However, it's up to the bank to honor the request.
  3. Before processing another payment, confirm the following:
    • They approve processing another payment and understands there may be multiple holds on funds.
    • The billing address for the credit card.
    • The CVV number of the card.

  • If the caller reports a payment cleared their card or bank which they did not authorize, follow Unauthorized payments.
  • If the customer authorized the payment but it has not posted in Samson, check for any Billing/Payment System Issues to determine if a Service Desk ticket is needed.
  • Do not file a missing payment request, because they didn't authorize the payment.

  • Legacy devices may be unable to access certain sites, apps, or services, resulting in the inability to make payments or login.
  • Affected legacy devices include Window Mobile, BlackBerry, Android with pre-Kit Kat software, or original iPhone or iPhone 3G.
  • They may receive errors such as "authentication failure," unauthorized errors, or a redirect to a web page with a security message.
  • Customers may be able to update their device software.

Swipe the card again.

  • The SIVR can prevent payments by credit cards that have poor payment history or have reported unauthorized transactions processed by T-Mobile.
  • Customers will hear a message they need to choose another card or method.
  • You can offer to take payment with another method if they've received this message.
  • Review Returned payments for more information.

Electronic check issues

The Whoa page will give the description, decline code, and route back to Payment form details.

Failure scenarios

  1. Verify the checking account number with your customer to make sure it was entered correctly. If the account doesn't show returned payments, it could be associated with another account.
  2. Tell them they must pay with another checking account or by another method, such as debit/credit card, cash, or money order if the information is correct.
  3. Tell them this doesn't guarantee their request will be approved.

  • If the amount paid is greater than the current balance + $500, the form will show an overpayment message.
  • ECP payments taken for $500 or more over the current balance will go offline and be declined.
  • A credit/debit card must be used to make an overpayment of $500 or more over the current balance.

Mailed payment issues

Failure scenarios

Mailed payments are automatically processed by our system, regardless of the payee. If the customer sent a check not intended for T-Mobile and would like the funds back, refer to Refunds support policy.

Customers occasionally include checks marked "Paid in Full" with letters they mail to dispute their account balance.

  • T-Mobile does not honor limiting notations made on or with check payments as stated in the Terms and Conditions.
  • Checks sent to one of our payment lockboxes will be processed by our system.
  • Checks sent to Customer Relations will be reviewed and the customer will be contacted within three business days.

Mailed payments that were not posted for the full value of the payment, but were fully deducted from the customer's bank account, should be handled as a missing payment.

  • We do not accept checks mailed to our lockbox from customers that are permanently blocked from making ECP payments. If received, we’ll mail the unprocessed check payment back to the customer explaining the reason why we can’t accept it.
  • The customer will have special instructions on the account advising they are blocked from ECP and mailed payments.
  • Advise the customer they must make a payment with cash or credit card if eligible.

Scheduled & Future Dated Payments issues

  • Payment Data Entry Error (data needs to be corrected by your customer, such as the CVV or exp. date).
  • Confirm the card information. Ask them if they recently received a new card with a new expiration date, if so, replace the stored card information.
  • Your customer must discuss this error with their bank.
  • The error is related to their financial account, like an over limit, lost/stolen card, fraud, or account closed.

  • Network issues are related to your customer's bank, not T-Mobile.
  • Try submitting again or ask if they have a different card or checking account from an alternate bank to try.

  • This error is related to the back-end configuration with our payment processor.
  • Give the information to your leadership (Seniors and above) who must send the issue to Payment Strategy and Operations (PSO) for review.

  • Fields have invalid characters: Numbers in the name field or letters in the number field.
  • Card can't be processed: This card is blocked.
  • This bank account can't be used: The bank account is blocked due to NSFs.

Have your customer use a different card/method of payment, not the same card.

  1. Ask your customer if they'd like to process the payment with a different payment method.
  2. Follow the steps on the Returned payments page if your customer is asking to be removed from the negative file.

  • Single-installment PA: Collect payment for the installment and remove the stored method.
  • Multiple-installment PA: Process a payment for the first installment, and advise customer that they must manually make a one-time payment for the second installment by the PA due date to fulfill the arrangement.
  • Offer to update the stored payment method with the new card and expiration date in the customer’s wallet.

  • Customer must make a one-time payment and update the payment method (if needed) by the PA due date to continue/fulfill arrangement.
  • Second installments in the arrangement will not be drafted automatically.
  • Advise the customer they must manually make a one-time payment for the second installment by the PA due date to fulfill the arrangement.

Other issues

You'll receive a pop-up alert message if your customer already has a pending scheduled payment (FDP or AutoPay) and you attempt to take a one-time payment. Making a separate one-time payment could result in over-paying (i.e., calling back and asking for a refund)!

Failure scenarios

  • T-Mobile systems won't allow duplicate payments on the same BAN within 24 hours.
  • Additional same-day payments must vary by at least one cent for the payment to process.
  • If another payment is needed, make sure CSM memos are present for previous payment.
  • The payment must be for a different amount or an alternate payment method must be used.

  • Network issues are related to your customer's bank, not T-Mobile.
  • Try submitting again or ask if they have a different card or checking account from an alternate bank to try.

  • T-Mobile systems won't allow duplicate payments on the same BAN within 24 hours.
  • Additional same-day payments must vary by at least one cent for the payment to process.
  • If another payment is needed, make sure CSM memos are present for previous payment.
  • The payment must be for a different amount or an alternate payment method must be used.

  1. Open Atlas Toolbox, and in the Troubleshooting section, click Forms.
  2. Enter the service type Account Error.
  3. Customer Information section, select the Market.
  4. Enter the following:
    • Which system do you see the issue in? Payment App UI
    • Action Being Performed: AutoPay
    • Error Message Received: Set-up/Cancel Issue
    • Description of issue/error: "Requesting to remove Autopay for a customer on negative file."
    • Steps to reproduce: "Remove Autopay"
    • When did the issue occur: current date and time
    • NTID of user: your user ID
    • Order type: any option (This does not impact resolution.)
    • Rate Plan: N/A
    • Interaction ID: N/A
    • Samson ID: your user ID
    • SOC Code:  any option (This does not impact resolution.)
  5. Upload a screenshot of the error.
  6. Click Submit.