Payment Arrangements: Self-Service

Use this page for steps to support Payment Arrangements (PA) in T-Life or T-Mobile.com. 

Setup

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  • Suspended customers can self-serve from their devices using the T-Life, or My T-Mobile.
  • The customer must have a balance to setup a payment arrangement. 
  • If the account has a past-due balance more than 30 days, a one-time payment is required to bring the past-due balance to 30 days or less before you can setup an arrangement for the remaining amount owed.

  1. Log in to the T-Life app.
  2. Select the Account tab.
  3. Select Make a payment.
  4. Select Set up a payment arrangement. This will only appear if there is a balance due. 
    If the account has a past-due balance more than 30 days, a one-time payment is required to bring the past-due balance to 30 days or less before you can setup an arrangement for the remaining amount owed. 
  5. Review the Payment schedule.
    To edit the date or amount, select Update Schedule.
  6. Select Done once complete.
  7. Select a payment method.
    To add a different Payment method, select Edit next to the Payment method.
  8. Select Submit.

 

  1. Go to T-Mobile.com and log in to your account.
  2. Select View Bill. 
  3. Click Set up a Payment Arrangement.
    • If your account has a past-due balance more than 30 days, a one-time payment is required to bring the past-due balance to 30 days or less before you can setup an arrangement for the remaining amount owed. 
    • Complete the required fields to process your 1-time payment.
    • Continue to next step if your account has a past-due balance 30 days or fewer.
  4. View the Set up a payment arrangement schedule presented. The amount due will default to the minimum payment necessary to be eligible for a payment arrangement.
    1. To change the payment dates and number of installments, select Edit.
    2. Select Update to confirm changes.
  5. Review Payment Method. Previously stored payment method will show if available.
    1. If the payment method needs updating, select Edit.
    2. Select an existing stored payment method; add a new bank or card.
    3. Click Select payment method.  
  6. Review the confirmation screen.
  7. Read the Terms & Conditions and select Agree and submit.
  8. Review the confirmation screen with arrangement details and AutoPay pause information, if applicable.

Delete

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  • For a walkthrough, review the simulator: Delete a payment arrangement (Any OS)
  • Customers can delete a payment arrangement for all three approved scenarios (same day it’s created,  no longer past due, or if they receive a balance impacting change after the PA was set up).
    • The line deleting the PA needs to be under PAH/Authorized profile. Review Atlas > Toolbox > T-Mobile ID Management.
    • The delete option does not show for Standard/Restricted Users.
  • Suspended customers restoring services with a PA cannot delete the PA unless the past due balance is paid off.   

The customer can delete a payment arrangement once the entire past due balance is paid off.

  1. Log in to T-Life.
  2. Select the Account tab.
  3. Select Manage Payment Arrangement.
  4. Select Delete Payment Arrangement. This option is only available to customers who qualify to delete the arrangement.
  5. Select Yes delete. Customer receives confirmation message of the deletion.

 

The customer can delete a payment arrangement either on the same day it’s created or once the entire past due balance is paid off.

  1. Log in to T-Mobile.com. 
  2. From Manage payment arrangement, select delete payment arrangement. Option is available to customers who qualify to delete the arrangement.
  3. Click Yes delete. Customer receives confirmation message of the deletion.

View or edit

Customer scanning their smartwatch to pay
  • Changes to installment dates and amounts are only available in Digital and must be completed before the first installment scheduled date. 
  • Changes cannot be made on the same day as the scheduled installment date 

  1. Log in to T-Life.
  2. Select the Account tab.
  3. Select Manage Payment Arrangement
  4. To change the installment dates & amounts, click Edit next to payment schedule. Available date selection will auto-populate for the customer. 
  5. To change or add a payment method, select Edit next to the payment method.  
  6. Select Continue
  7. Read the Terms & Conditions and select Agree & Submit. Confirmation screen with payment arrangement details displays.

 

  1. Log in to T-Mobile.com
  2. Select See all scheduled arrangements.
  3. To change the installment dates & amounts, select Edit next to payment schedule. Available date selection will auto-populate. 
  4. To change the existing payment method, select Edit.
  5. Click Contine.
  6. Read Terms & Conditions and select Agree and submit
  7. Review the confirmation screen with arrangement details and AutoPay pause information, if applicable.

Resources

Position T-Life & Self-service

"I completely understand. I don’t have access to process a payment arrangement, but I can make it super easy for you. I can text you a link directly to the Payment Arrangement screen in T-Life. You can click on the link at your convenience to take care of the arrangement. The great news is T-Life is super easy, it takes less than a minute, plus it will save you the $10 payment support fee."

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. T-Life is the quickest and easiest way to bring your account current. I can text you the link that will take you to the page and I am happy to walk you through the steps. It will take us less than a minute and it will save you the $10 payment support fee. Can I text you the link?

Retail: “It looks like your account has a past-due balance. The quickest, easiest way to bring your account current saving you $5 payment support fee is T-Life. I can send you a direct link or walk through the steps right now, whichever works best for you”

Messaging: “I can help you! Before we make any changes, the account just needs to be brought current with a one-time payment. Once that’s done, you’ll have full access to make updates. The quickest and most secure way to do it is through T-Life — it gives you full control and confirms your payment right away.”

Care: I understand your concerns. Your security and trust matter to us. T-Life is a secure platform, designed with advanced protection and encryption to keep your information safe. It is super easy and takes less than a minute to manage your payment arrangements. Would you like me to text you a link that will take you directly to the Payment Arrangement screen in T-Life?   

Messaging: Totally understand your concerns and your trust matters! T-Life is our most secure and flexible way to manage payment arrangements, available 24/7. I can text you a direct link to the Payment Arrangement page so you can review and complete it safely. Want me to send it?

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.

“Good news, you are able to make a payment or set up a payment arrangement anytime 24x7 as long as you have the T-Life app. T-Life is the most secure and fastest way to manage your account. You do not have to be an Authorized user for self-payment transactions”