Pay your bill: Self-Service

Use these steps to help customers pay their bill in T-Life,T-Mobile.com, or Account Hub. 

T-Life

Woman holding a T-Mobile Capital One Visa card and phone.

Pay your bill with the T-Life app, including EIP payments. You can also manage AutoPay and payment methods right in the T-Life app. 

Note: If you use the Atlas Messaging tool to send an SMS for "Pay my bill," it sends a link that takes the customer directly to step 4, where they select to pay the total balance or another amount. 

  1. From the T-Life app, select the Account tab.
  2. Select Make a payment. 
  3. Select Total balance or Other amount. 
  4. Chose the date to make the payment. Select Edit to change the date. 
  5. Select a Saved payment method.
    To add a new payment method select Edit next to a saved payment method.
  6. Select Pay to process your payment.

  1. From the T-Life app, select the Account tab.
  2. Scroll to Device Payment Plans. 
  3. Select the line you want to make an installment payment towards. 
  4. Select Make a payment.

Some customers may be hesitant to use T-Life, Web, or the IVR. Acknowledge customer hesitations when using self-service to pay their monthly bill.

  • One-time payments are simple in the T-Life app. Always verify the customer is T-Life Ready
  • Using self-service will save the cost of a payment support fee
  • Encourage the customer to set up AutoPay to save even more money and reduce effort every month
  • Offer to send a direct link to T-Life to save the customer time and money
    • Care: Use Atlas Messaging Tool to send Pay my bill
    • Retail: Use Magenta Welcome to send T-Life direct link to the customer to self-service

 

ScenarioPositioning
The customer is driving with no access to self-service

Offer to use the Atlas Messaging Tool (Care) to send an SMS with a direct link to make a one-time payment.

 

"I completely understand. I can text a link directly to Pay your Bill screen in T-Life. You can click on the link when it’s convenient for you to take care of the payment. The great part is, using T-Life will save you the $10 payment support fee and it’s available 24x7. It’s super quick and easy and it saves you money too!"

Account support is needed but past due

Always acknowledge the reason the customer called for support, once you identify the customer is past due, advise the customer they must first make a payment before other changes can be made to their account:

  1. Offer to use the Atlas Messaging Tool to send the Pay my bill SMS which will provide the T-Life direct link to make a payment. 
  2. Once the customer has made the payment, assess if the customer can self-service in T-Life for their additional needs, see T-Life & Self-Service. 
    • If the customer can use T-Life to resolve their request, walk them through the steps in T-Life. 
    • T-Life self-service option is NOT available for customers' initial reason for calling, assist the customer with their request after they bring their account current in T-Life.

 

Care: "It looks like your account has a past-due balance. To avoid the $10 payment support fee, did you know you can log into T-Life and bring your account balance current yourself? T-Life is quick and easy, available 24x7, would you like me to text you a direct link to T-Life ‘Pay your Bill’ page."

 

Retail: “It looks like your account has a past-due balance. The quickest, most secure way to bring it current is through T-Life and you’ll save the $5 payment support fee. I can send you a direct link or walk you through the steps right now, whichever works best for you.”

Lack of trust due to a prior data breach, customer's preference
  • Offer to send the direct link to T-Life to save time and money by using self-service.
  • Care: Use the Atlas Messaging Tool to send the T-Life link Pay My Bill  
  • Retail: Use Magenta Welcome to send the T-Life link.

 

Care: "I understand your concerns. Your trust matters to us. T-Life is a secure platform, available 24x7 and using it helps you save the $10 payment support fee. Would you like me to text you a link that will take you directly to Pay your bill screen in T-Life”  

 

Retail: "I understand your concerns. Your trust matters to us. T-Life is a secure platform, available 24x7 and using it helps you save the $5 payment support fee. I’m happy to send you the link to T-Life to complete your payment. It will save you time and money.”

Authorized user, not Digital Ready
  • Offer to send the direct link to T-Life to save time and money by using self-service. Encourage the customer to have the account PAH to set up the proper permission role in T-Life so they are able to manage their account in T-Life.
  • Care: Use the Atlas Messaging Tool to send T-Life link Pay my bill option. 
  • Retail: Use Magenta Welcome to send T-Life link.
 

"Good news, you are able to make a payment anytime 24x7 as long as you have the T-Life app. You do not have to be an Authorized user for self-payment transactions."

Manage AutoPay & payment methods

  1. Log in to the T-Life app, then select Account.
  2. Select Set up AutoPay.
  3. Select Add payment method.
  4. Enter payment method details.
  5. Open the Payment date dropdown to select a date.
  6. Select Set up AutoPay.
  7. Select Done.

  1. Log in to the T-Life app, then select Account.
  2. Select Manage AutoPay, then adjust the following as needed: 
    • Payment method: Select Change payment method > choose new payment method.
    • Payment date: Open the Payment dropdown date > choose the new date.
  3. Select Save Changes.
  4. Select Done.

To cancel AutoPay, select Cancel AutoPay and select Yes.

You may store up to 10 payment methods in the T-Life app. 

  1. From the T-Life app, select the Account tab.
  2. Select Make a payment.
  3. Select Add payment method.
  4. Enter your payment details. This card can be saved to the wallet or set up as default.
  5. Tap Continue to finish adding the card.

  1. Log in to the T-Life app, then select the Account tab.
  2. Select Make a payment.
  3. Select Add payment method.
  4. Select Edit on the desired card.
  5. Edit card details and select Continue.

 

  1. Log in to the T-Life app, then select the Account tab.
  2. Select Bill.
  3. Select Make a payment.
  4. Select the payment method.
  5. Select Delete under the payment method you want to delete.
  6. Select Remove from my wallet.
  7. Select Yes, Delete.

 

T-Mobile.com

young-professional-african-450w_SS_2454682667.original

Pay your bill, including EIP payments on T-Mobile.com. You can also manage AutoPay when logged in. 

Note: These steps also apply to Business accounts with 20 lines or fewer.

  1. Log in to T-Mobile.com.
  2. Select Bill.
  3. Select Pay Now.

Customers can use "Pay as a guest" to make an unauthenticated payment online. Pay as Guest is not available for cancelled accounts. Accounts previously connected to a different BAN may require an account number to proceed with the guest payment.

  1. Go to https://account.t-mobile.com/
  2. Click Pay as a Guest - No Login Required.
  3. Enter the mobile number or the account number you would like to make a payment for.
  4. Tap the 'I am not a robot' checkbox or answer the security challenge (i.e., tap image boxes that contain the descriptions).
  5. Click Next.
  6. Enter the payment amount and payment method details.
  7. Click Agree & Submit. The account holder will receive an automatic SMS notification of payment and email receipt if selected during the process.

  1. Log in to T-Mobile.com.
  2. Select Bill & pay.
  3. Under the Make a payment option, select More payment options. 
  4. Select View device payment plans.
  5. Select the device /line that you want to make a payment for.
  6. Select Make a payment and follow the instructions to make an EIP payment.

  1. Log in to T-Mobile.com
  2. Select Set up AutoPay
  3. Select Add a card or Add a bank.
  4. Enter the required payment method information, and select Continue.
  5. Select Agree and submit.
  6. To check for AutoPay discount eligibility, go to the Account tab, select your plan details to view discount eligibility, if applicable

  1. Log in to T-Mobile.com.
  2. Select Account/Name in the top right of the page.
  3. Select Profile.
  4. Select Billing & Payments.
  5. Select AutoPay.
  6. Select the current payment method.
  7. Select Add a card or Add a bank.
  8. Enter the required payment method information, and select Submit Payment Method.
  9. Select Agree and submit.

Account Hub T-Mobile for Business

Customer holding T-Mobile Visa

T-Mobile for Business customers can pay their bill, including EIP, from Account Hub. 

Note: Not applicable to Business with SSN accounts. Use T-Life or T-Mobile.com steps.

  1. Log in to tfb.t-mobile.com.
  2. Select Billing on the left navigation panel.
  3. Select Make payment.
  4. Enter the date and amount of the payment you wish to make.
  5. Select submit.

  1. Log in to tfb.t-mobile.com.
  2. Select Billing. This opens the Digital Billing section of Account Hub.
  3. Select the desired account number and billing period using the drop-down menus at the top of the page.
  4. Select the Equipment tab.
  5. Select the desired EIP line under Active EIPs.
  6. Select 'Make an additional payment.'
  7. Complete the following sections:
    • Payment Amount
    • Payment Date
    • Payment Information
  8. Enter the payment amount and payment details
  9. Select Submit.