Rebates support

Use this page to help customers with rebate submission and status checks. If a customer has a denied rebate, resolve errors through Care or in Store with the T-Mobile Promo Tool.

Rebates 101

Learn about how rebates work, the tools you can use to support customers and how to set customer expectation about rebate timelines.

T-Mobile provides a Virtual Prepaid card (via SMS link) for most rebate approvals. To receive a rebate in a timely manner, make sure the customer has:

  • Submitted their rebate online at promotions.t-mobile.com/ with their transaction details and account info within 30 days of qualifying purchase or activation.
  • Kept their account is in good standing (accounts are flagged as delinquent if payment is 1 day past due).
  • Ported in a number, if required. Important: Customer should wait 24 hours after port is complete before submitting for the rebate.
  • Has not processed a major account change, such as COR or MSISDN changes, for 30 days. Performing a major account change may negatively impact the validation process, potentially resulting in a rebate denial.
  • Submitted only one rebate for the right promotion. If the customer submitted for more than one rebate that can't be combined with each other, the customer will receive whichever promotion they submitted for first.
  • An understanding of the availability of funds on the card. The card is good for 6 months from date of issuance. Once expired, even if funds were still available, it cannot be reissued.

Typical Rebate time frames

Rebates normally take up to 8 weeks for processing from submission date. Refer to the specific promo page for additional details.

 Online Submissions
Promo start to 30 days after promo end date
 Reissued rebate cardUp to 15 days
 Reprocessed submissionCheck again within 48 hours
 Manual overrideUp to 30 days from the submission entry date 
 Review original submission in system2 weeks from online submission to be able to verify the submission in tool
 Reprocessed rebate denial2 to 4 weeks from resubmission date
 Pending validationUp to 4 weeks from data received
 Manual resolved statusUp to 8 weeks from data received

T-Mobile Promo Tool

Care and Retail RAM+ employees can use the T-Mobile Promo Tool, which provides submission details to support customers who are participating in promotions on promotions.t-mobile.com or participating in our Switcher Programs, T-Mobile Insider (submission status only), or Streaming offers.

Handle Rebates like a Pro

  • Use the Promo Tool to check rebate status, payment information, and resolve rebate denials.
  • The Promo Tool does not support discounted line promotions, EIP promotional bill credits, or monthly bill credit offers. 
  • Best practice is to use Chrome to access the tool. If using Internet Explorer (IE), you may need to refresh (press F5 on your keyboard) after selecting the Make Payment button to see the next screen.
  • The Promo Tool has a 30-minute timeout security setting that will log you out automatically. 
  • For access or system related issues (i.e. Rebate/Carrier Freedom submission details not showing) with the Promo Tool, please engage your leader to have a manual submission created.

Submit and check rebate status

Help customers submit their rebate and check payout status.

Submitting with QR code or online

Have the customer complete these steps:

  1. Scan the QR code for the rebate or go to promotions.t-mobile.com/ within 30 days of the qualifying transaction.
  2. Log in with your T-Mobile ID and account credentials.
  3. Select the number you want to submit for a rebate. Home Internet only customers: You can find your assigned phone number on your bill under ‘Connected Devices’.
  4. Enter all the required information including:
    • Rebate code (if you have one)
    • Transaction Date
    • The channel where the transaction took place
    • Transaction type
    • If you ported your number to T-Mobile
    • Transaction category
  5. Select the promotion you want to submit and select Continue after reading the terms and conditions.
  6. Select Submit. After submitting, you’ll get a Tracking ID number for future reference. Once your submission is approved, you’ll receive an SMS with the claim code to register your Virtual prepaid Mastercard.

Check rebate status

Care
  1. Go to the T-Mobile Promo Tool.
  2. Enter in the customer's BAN, MSISDN, Submission ID, or Tracking ID and select Search. Screen shot
  3. Submission results will be displayed with the current status
    • Pending: The rebate submission is still processing. Advise the customer to allow more time for the processing to be completed.
    • Approved: The rebate has been approved.
    • Denied: One or more of the MSISDNs on the account have been denied for the offer.
      • If the submission is for multiple lines, scroll down and check Payment Details and Product Information to find out which lines on submission have been approved and the payment amounts.
      • If no submission is found, follow standard handling by referring to the promo page in MagentaPulse and verify if a submission can still be submitted.
  4. Select the appropriate promotion for the line with the Details button on the right. Screen shot
  5. Select Memos on the left pane to expand the column for notes left by previous Care and Rebate Care.
    • When a user had made changes to the submission, an automated memo with a time stamp and user ID captured:
      • Edits to submission customer info, payment card info, and pending submission (Rebate Care only)
      • Manual submission 
      • Force Payment (Make Payment)
      • Carrier Freedom Trade-In Exception submission
      • Resend SMS
  6. Select Uploads on the left pane to view any required bill and/or receipt images that customer provided with their submission:
    • You can rotate image views (clockwise/counter-clockwise), zoom in and out, and hide the upload function to only show when hovered over with the mouse.
    • If the customer submitted a paper form or chose the Print and mail option online, the form and the bill from the previous carrier displays.
    • If customer submitted online and uploaded a digital image of the bill from their previous carrier, only the bill image from the former carrier displays.
Main screen
All submission Details

Retail / VR / Customers
  1. Go to promotions.t-mobile.com/ and select Continue.
  2. Select Continue.
  3. Login with the T-Mobile ID.
  4. View the Reward Tracker. This shows all previously submitted promotions.
  5. Select View on the needed promotion.
  6. If the submission status displays as Approved, the customer's rebate has been approved but may not have been sent yet.
  7. Make appropriate changes and select Save changes.

Virtual prepaid cards are issued within 1-3 business days from Approved date

  • Customer will receive an SMS with a link to redeem their card.  When submitting their rebate, customer select the number where they'd like to receive the SMS.
  • The customer can return to the status page on promotions.t-mobile.com/ and login to redeem their card.

Physical cards, like Costco Shop cards, will display a Mailed status after being sent. Check the date that the rebate was mailed:

  • If mailed fewer than 8 weeks ago, advise the customer that the rebate is on the way.
  • If mailed more than 8 weeks ago, transfer the customer to the Rebate Care.

Submission Status

Review the results screen tabs to provide the customer the correct information:

  • Approved: The rebate has been approved. To see the amount the customer will receive, select Details and find Payment Information.  Screen shot
  • Pending: The rebate submission is still processing. Advise the customer to allow more time for the rebate processing.
    Note: Reviewing the Details section may provide more info on the submission. Never provide the customer the listed amount or mention an error as the rebate verification may not be finalized.  Screen shot
  • Denied: One or more of the MSISDNs on the account have been denied for the offer. To find the denial reason, select Details and look under the Consumer Information section for the red text in the Unqualified Reason field. For a list of reasons see Rebate denials. Screen shot

Best practices to provide your customers with accurate rebate information:

  • Rebate Offers: The customer will receive their virtual prepaid cards as soon as submission status shows as Approved.
  • Switcher Offers: After submitting, the customer will receive their virtual prepaid cards typically 15 days from meeting all requirements.
  • If the approved rebate time frame listed has passed since the rebate was approved and the customer hasn't received it, confirm the billing address in Atlas is correct (update if incorrect), then transfer the customer to the Rebate Care Queue to have the card reissued.
  • If  the rebate submission includes multiple lines, check "Payment Details" and "Product Information" to find out which lines on the submission have been approved and their payment amounts.
  • There may be other rebate status listed. Please see the table below to confirm status and meaning.
 Disbursement on hold
Offer information may be being updated and offer is on HOLD. All payments/logs are paused.
 Disbursement pendingRebate received
 Manual ResolveSpecial processing needed – status pending
 Pending ValidationSubmission received and is waiting validation. 
 ProcessingSubmission received and is waiting for processing.
 ProcessedSubmission approved and waiting to be paid out.
 System ResolveSubmission is pending and is under investigation.
 Record CompleteSubmission processed and completed.
 Submission under review for complianceThis submission has been added to a quality review queue and are not immediate denials. The submission will be reviewed with 24 business hours to determine if it is a valid or not valid submissions. During this quality review, advise the impacted customer of the 24-business hour review period. After review is complete.
  • If deemed valid, submission will update to Approved
  • If deemed invalid, Unqualified Reason will remain as Under review for compliance, but Status will update to Record Complete

Understanding the Details screen overview

 Offer color status
  • Green: The offer is still open, and if needed, a new submission or force payment CAN be made. 
  • Red: Offer is closed, a new submission or force payment CANNOT be made.
 Customer information

Verify the customer's account and submission info including:

  • Mailing address
  • Tracking ID number needed for self-help status check on promotions.t-mobile.com/  
  • The rebate denial reason listed in red in the Unqualified Reasons field.
 Submission type

Provides details on how the rebate was submitted:

  • Paperless: online submission
  • C/S Resubmit: Customer Service spoke to customer and resubmitted on their behalf.
  • C/S Submission: Customer unable to submit; Customer Service submitted on their behalf.
  • C/S Re-issue: Rebate Care re-issued the card
  • C/S Log: Customer Service entered notes regarding the customer.
  • Data Import: Customer data transferred via a file and not on a website.
  • Mail In: Submitted via mail, paper form.
 Payment information

For approved customers, verify payout type (physical or Virtual), based on the promo information in Magenta Pulse. See Rebate & promotional cards for additional detail.

Confirm amount, approval date, expiration date, funds/spend on card, card ship date (applicable for physical card only), card reissuance, and notes.

  • Debit Card or Virtual Express Card: Customer will receive a virtual prepaid card. Select Card Detail for specific card info like name, shipping address, expiration date, balance, etc.
    • If verified customer requests their name, address, phone number or email on Card Details to be updated, please transfer the customer to Rebate Care for further support. 
  • External: Shows manual adjustments applied by Rebate Care.
  • Premium: The reward is a product or redemption code. For example, Univision Soccer Ball for World Cup, 1 year Hulu redemption code.
  • Check: Customer will be paid with a check.
 Special Fields

Review and additional details such as memos, emails, SMS delivery date. 

 

  • If customers lose the original SMS with the Virtual Pay link, they can access it again at the www.switch2t-mobile.com site by clicking on the status page.
  • If a Force Payment was processed, the reason is listed in the Force Pay Reason field of this section.
 Virtual PayVirtual prepaid card is the default payout method. Exception: Costco shop cards.
 Product informationDisplays the Product/Device information for the submission by phone number on the account.
 Trade-in history

View of the last 6 months of device trade-ins associated to each MSISDN on the submission along with other trade-ins on the account:

  • Returned Status 
  • Trade-in initiated
  • Trade-in value
  • RMA Number
  • Channel
  • Device Type
  • IMEI
  • Product Type
Approved CPT
Pending CPT
Denied CPT

Virtual prepaid card handling

Review customer steps for redeeming their virtual prepaid card and review currently registered rebate cards.

Redeem Virtual prepaid card

Customers can redeem their prepaid cards in two ways:

  1. Go to the payout SMS, select the hyperlink.
  2. Enter the mobile number and zip code or tracking number from the submission.
  3. Select Redeem. The reward code should be automatically generated. If not, go back to the previous page and select "Redeem" again.

  1. Go to promotions.t-mobile.com/.
  2. Select Continue.
  3. Enter your phone number and log in with your T-Mobile ID
  4. Select the number you want to submit for a rebate. Home Internet only customers: You can find your assigned phone number on your bill under ‘Connected Devices’.
  5. Enter all the required information including:
    • Promo code (if you have one)
    • Transaction Date
    • The channel where the transaction took place
    • Transaction type
  6. Select the promotion you want to submit and select Continue after reading the terms and conditions.
  7. Select Submit. After submitting, you’ll get a Tracking ID number for future reference. Once your submission is approved, you’ll receive an SMS with the claim code to register your Virtual prepaid Mastercard.

To review a previous submission, select View on specific offer for status under  Reward Tracker.

Virtual prepaid card account options

The website is the easiest method for customers but they may also contact Onbe customer service to request a physical card, if necessary. The initial request is complimentary. Any reissuance request will incur a $3.95 fee.

  1. Once logged into the My Payment Vault website (https://login.mypaymentvault.com/login), select on the Menu option in the upper left screen.
  2. Select Transfer Funds and select Request Plastic.
  3. On the Request a Plastic card page, confirm mailing address and accept $3.95 fee, if applicable.
  4. Select Order card this typically arrives in 7-10 business days.

This option must be processed by Rebate Care. Rebate Care: Follow process outlined in Check Requests: Rebate Cards.

Important: this option will not be available on cards that are restricted to use at T-Mobile or other retailers. If the rebate card was received but not used, a replacement card can be requested via check. To request a paper check transfer the customer to Rebate Care.

Important: Virtual prepaid Visa cards for use only at T-Mobile or at Costco and T-Mobile cannot transfer funds to a bank account.
Note: This process can be completed at time of redemption.

  1. Once logged into the My Payment Vault website (https://login.mypaymentvault.com/login), select on Access $ and select Edit next to the Bank Information section.
  2. Fill out the banking details and select Save once done.
  3. Next, select Transfer Funds next to Transfer Details section.
  4. Enter amount from your virtual prepaid Mastercard available balance that you would like to transfer to your bank account and save once done.
  5. Select Confirm Transfer. If successful, a message will display the 2-3 business day timeline for deposit.

Once logged into the My Payment Vault website (https://login.mypaymentvault.com/login), select Apple Pay, Samsung Pay, or Google Pay to view instructions and accept to start using the wallet. A PIN will need to be created.

Submission Issues

Review this section to assist customers having issues submitting online and for customers who reach out that have not received an expected rebate.

Submitting online issues

  1. Check that the customer is entering the following information correctly at promotions.t-mobile.com/.
    • T-Mobile phone number they are submitting for the promotion with
    • The channel where the transaction took place
    • Transaction type
    • If you ported your number to T-Mobile
    • Transaction category
  2. Review all the promotion requirements, and verify the customer's account met them.
  3. Confirm the customer's new IMEI is listed on the account in Atlas / Samson, outside of the EC Summary screen. If not, update the IMEIs, and have the customer submit again.
  4. Confirm the customer can upload receipt images. Apple iOS Known Issue
    Some receipt pictures taken by Apple iOS devices may have metadata on images that cause the upload to fail. This is an industry issue, not an issue with our offers. Resolve with one of the following methods:


    Advise the customer to remove EXIF data from the receipt image

    1. Launch the Photos app from the Home screen of the iPhone or iPad.
    2. Select the photo you would like to remove EXIF data from.
    3. Select the share button in the lower-right corner (it looks like a box with an arrow).
    4. Select View EXIF.
    5. Select the share button in the upper-right corner. A window appears on your screen.
    6. Select Save without Metadata.
    7. Attempt to upload the new receipt image to the rebate form.


    Advise the customer to change their iOS settings to not capture EXIF data

    1. Launch Settings from the Home screen of the iPhone or iPad.
    2. Select Privacy You'll have to scroll a bit to find it.
    3. Select Location Services.
    4. Select Camera.
    5. Select Never.
    6. Take a new receipt image, and upload it to the rebate form

     

  5. If the customer still cannot submit, report the issue:

     

  1. If your customer meets all of the qualifications of the offer to ensure they receive their rebate in a timely manner, engage your Coach or above to have a manual submission created. Coaches, see T-Mobile Promo Tool Exception Handling. 
  2. Engage your Team Manager to report the website issue and provide the following details:
    • BAN:
    • MSISDNs:
    • Devices purchased (if applicable):
    • Purchase date(s) (if applicable):
    • Offer Name and Page ID:
    • Error message (screen shots, if possible)

  1. Before you submit, make sure that all research has been completed and the reason for the customer issue has been identified and validated through your store leader (RAM or RSM).  
  2. Be sure the escalation is a result of system or process error only.  
    Note: Escalations related to employee error due to incorrect promotion details or misquotes given are not submitted through the Retail Escalation SharePoint site. Partner with your  Sr Manager / Rural Market Manager to resolve those locally via lump sum courtesy credits. 
  3. Create an escalation ticket on the Retail Escalation Empowerment Site |Salesforce.
  4. Use the resources on each escalation type landing page on the Escalation SharePoint site. Follow the self-service options that exist for each escalation type through the links on the escalation site.  
    Important: The Retail Escalation Empowerment Site is for Retail-COR only. Care and AR (previously TPR) employees must use their proper channels for handling escalations. For all AR (previously TPR) Escalation Site Support (AR- Account Managers only), use the Authorized Retail Neighborhood - Go to Market Ticket.

Retail Sr Manager / Rural Market Manager

Retail Sr Manager / Rural Market Manager and above, use these steps to create a manual submission.

A manual submission can only be performed once the hold period is expired. Check each offer for specifics before continuing.

Note: for Costco and Sam’s Club Member Benefits, offers will not appear in the Promo Tool until 90-days after the promo start day (due to hold periods as required).

HSI promos: If a customer with a HSI only account is unable to create a T-Mobile ID, which prevents them from submitting for a rebate offer. Follow the steps for manual submission to support these customers. The Send for Validation field must be set to YES. Do not perform a Force Pay. This activity is monitored for compliance.

Insider promos: Enter the Insider code into the Prospect Code (Insider discount code) field

  1. Go to the T-Mobile Promo Tool.
  2. On the landing page, select Create New Payment in the upper left corner of the page. Pop up window is displayed. Screen shot
  3. Under the Create New Submission section,select New Payment.Screen shot
  4. Select the offer for the new submission from the drop-down or select the Search button to find the offer.
  5. Click Search. Screen shot
  6. After selecting the offer, the Inquiry Information screen appears.
  7. Complete all the required fields. Note: If the offer has a claim code, there will not be a dollar amount field. Enter 1 in the quantity field. Screen shot
  8. Once all required fields populate, select the Additional Information tab at the top of page.
  9. Complete all the required fields. 
    • Note: The Send for Validation field is set to YES (Send to T-Mobile for validation) by default. This ensures that the submission goes through all validation checks on the backend.
    • For valid Costco or Sam’s Club Member Benefit escalations, using the password provided, you can override Validation by selecting NO at Send for Validation, then entering password as prompted. This will by-pass validation and is your approval to complete the payout.
  10. Once all required fields are populated, select Save.
    Note: Both information tabs must be complete in order to Save the submission request. Screen shot
Main screen
Product code
Stepc
Stepd
Stepe

T-Mobile Sales and T-Mobile for Business employees only, refer to Promotion escalations: Retail & T-Mobile for Business.

Customer hasn't received rebate

Retail / VR

To assist customers in store, refer to the submitting online section under Submit and check rebate status.

Care
  1. Confirm the customer submitted their rebate with the correct code within 30 days of the offer end date. No record of submission/not yet submitted. 

     

    Customer hasn't submitted for their rebate / No record of submission

    1. If the offer is still open to accept submissions (30 days after offer end date), educate the customer on submitting. If they need a receipt for upload, direct them back to the POS (for example, Costco Warehouse) to obtain it. Check the specific promo page in MagentaPulse and verify the correct promo code.
    2. If the offer submission period is closed (+ 30 days after offer end date), the customer has missed this rebate opportunity and is ineligible.

    Highly escalated customers

    1. If the customer indicates a T-Mobile employee said they were going to submit for the customer but no submission is found and it is less than 90 days past the end of the offer, you may engage your Coach or above to have a manual submission processed.
      Note: This is not a guarantee of payout, and the manual submission will go through standard validation.
    2. For escalated situations where no policy supports a solution but you've confirmed the customer was eligible for the offer, engage local leadership for approval and own in-house by applying a credit for the full offer value. If customers were not eligible, follow all standard escalation procedures to address the concerns.

     

  2. Pull up the customer's offer in the T-Mobile Promo tool and confirm which tab it is located on:
    • Denied: Follow Rebate denials.
    • Pending: Advise the customer it is still being processed.
      • Offer required Trade-in: The submission may stay in pending status for an extended time. We continue to search for the trade-in confirmation for up to day 45, then the final submission status will be updated to denied or approved.
      • Customer in past due delinquent status: The submission will stay in pending status. The account will revalidate through day 45 to continually check if customer made a payment to become current.
    • Approved: Check the Payment Information section to determine the payout.
      • Virtual prepaid cards are issued within 1-3 business days from Approved date.
        • Customer will receive an approval SMS with Claim Code link to register their card. When submitting their rebate, customers select the number where they'd like to receive this SMS.
        • The customer can return to the status page on https://promotions.t-mobile.com/ and login to redeem their card.
      • Some Business customers may not be able to access Virtual Card due to inability to log into the portal. Advise customer to call back when they receive the SMS stating their Rebate is Approved. These customers will need a physical card mailed to them. Transfer the customer to Rebate support to reissue the Rebate card.
      • If more than 15 days have passed since the rebate was approved and the customer hasn't received it, confirm the billing address in Atlas is correct (update if incorrect), engage your Coach to have the card reissued. Check out T-Mobile Promo Tool Exception Handling.

Rebate was for different amount than expected (Care only)

  1. Go to https://promotool.t-mobile.com.
  2. Enter in the customer's BAN and select Search.
  3. Confirm which offer they are referring to and locate the submission. If lines were reimbursed, it will be listed under the Approved tab.
  4. Check for any error messages on the submission to clarify why any amount was reduced.
  5. View the Payment Information section for what the customer received.
  6. View the Product Information section for the details on each phone number. Be sure to review:
    • The ETF/EIP/Lease Cancel Amount to see the payoff amount captured from the documents submitted.
    • The Paid Amount to see the amount paid for each line.
    • The Trade-In Offer Amount to account for the difference that was already applied in the form of a trade-in payout at the time of activation.
  7. Provide amount paid out and why based on the offer requirements.
  8. If the customer is eligible to resubmit for the offer to receive the amount expected, determine if the promotion is still active or how long since the promo period ended:

Promotion in market or or ended fewer than 30 days ago

Ask the customer to resubmit their rebate following normal processes (never submit on the customer's behalf).

Check the specific offer page to ensure they have the correct promo code.

Promotion ended between 30 days and 90 days ago

Engage your coach to follow the T-Mobile Promo Tool Exception Handling process.

It can take up to 15 business days to be delivered once approved (Approval and delivery can take up to 30 business days from coach's submission).

Promotion ended more than than 90 days ago

At this time, the rebate card is no longer an option and should not be requested. 

For escalations, work with your Team Manager or local CEC Operations Support Team to determine a site-level decision about what if any compensation should be provided (e.g., credit to account).

Rebate Denials

Review denial table reasons and help solve rebate concerns.

Care

  1. Find the offer in the Denied tab within the T-Mobile Promo tool and note the Unqualified Reason.
    • Check the Denial codes & unqualified reasons for a description. Denial codes & unqualified reasons

       

      Denial code / Unqualified ReasonDescription
      -1 or 399

      Submission under review for compliance

      This submission has been added to a quality review queue and are not immediate denials. The submission will be reviewed with 24 business hours to determine if it is a valid or not valid submissions.

      During this quality review, advise the impacted customer of the 24-business hour review period. After review is complete:

      • If deemed valid, submission will update to Approved.
      • If deemed invalid, Unqualified Reason will remain as Under review for compliance, but Status will update to Record Complete.
      1Invalid from API
      2A valid receipt was not submitted
      4Ported out to Verizon
      5No port-in record
      6The last name on the receipt did not match the last name submitted
      Message Customer ReceivesDescription
      9 - Promo Cannot be combined w/recently redeemed promoIMEI already used for another rebate promo. (split from 305)
      100 - Device already used for an existing submissionCustomer’s device IMEI already used for the promotion.
      200 - No file uploaded. Receipt image required for promoCustomer denied for failing to upload a receipt as specified by the promotion’s requirements.
      201 - Uploaded image is invalid or unrecognizableCustomer’s uploaded image did not meet the promotion’s requirements, or the image was illegible/unrecognizable.
      210 - Receipt shows invalid storeCustomer’s receipt did not show an eligible store.
      220 - No store ID found on the receiptCustomer’s receipt did not display an eligible store ID
      230 - Transaction date not valid for promotionCustomer did not participate in the promotion during the promo period.
      240 - No/ineligible device found on the receiptCustomer’s receipt did not include an eligible device purchase.
      241 - No/ineligible second device found on the receipt

      Customer’s receipt did not include an eligible second device purchase.

      Applicable to BOGO promotions.

      260 - Receipt already used for previous submissionCustomer’s receipt has already been used for a promotion.
      300 - Promo StackingCarrier Freedom cannot be combined with this promotion
      301 - Phone number is inactive
      • Inactive BAN
      • BAN is active, but no eligible subscribers to pay out
      302 - Account does not meet the promotion’s minimum line countCustomer’s BAN does not have the required minimum or maximum number of GSM lines on the account to be eligible for the promotion
      303 - Account tenure is not eligible for the promotion

       

      		Customer’s BAN tenure is not eligible for the promotion
      304 - BAN match not foundApplicable to Insider service promos
      305 - IMEI already used for the same promotionThe device entered has already been used for this promotion.
      306 - Payout already issued to this phone numberMSISDN has already been paid out for the promotion.
      307 - Promo StackingPromotion cannot be combined with another discount
      308 - IneligibleApple returned as ineligible
      309 - Payout already to this phone numberBAN/MSISDN has previously been paid for this offer
      310 - Promotion cannot be combined with recently redeemed promotion

       

      Customer already received a non-stackable Rebate promotion.

      May not be able to combine multiple Rebate promotions.

      317 - Ineligible purchase path

       

      		Denied if the customer did not purchase the device in an eligible channel.
      319 - Ineligible product on subscriber lineProduct tied to one of the subscriber lines is ineligible for promotion
      321 - No/ineligible port-in foundCustomer did not port in or ported in from an eligible carrier during the promo window.
      323 - IMEI already used for another promotionDevice entered used for another promotion
      324 - BAN was not activated during the promo windowCustomer did not create a net new BAN during the promo window.
      327 - ChannelInvalid market/store
      335 - Payout Limit ReachedThe limit has been reached for the number of payouts for this account on this promotion.
      336 - Did not add a line/activation new line within offer window

       

      		This rebate card offer requires that 1) your account have at least 2 lines of service and 2) at least one service line has a rate plan that includes voice. Our records indicate that you do not have the valid service and/or rate plan required.
      337 - Invalid payment type for device purchaseJUMP feature on line submitting for the offer is not eligible for this promotion. Check the device tracking portal to see if the trade in was done as a JUMP upgrade. JUMP upgrades are not eligible trade ins for this promotion.
      340 - The limit has been reached for the number of payouts for this account on this promotionCustomer has been paid out the maximum number of times for this promotion.
      341 - Delinquent AccountCustomer’s account was past due at time of validation.
      342 - Promotion cannot be combined with recently enrolled promotion

      Customer is enrolled in a non-stackable RDC (Recurring Device Credit) promotion.

      350 - Device entered not eligible for promotionCustomer’s IMEI is ineligible for the promotion.
      351 - Second device entered not eligible for promotion

      Customer’s second IMEI is ineligible for the promotion.

      Applicable to BOGO promotions.

      357 - Trade-in device already used for another promotion

      Customer’s trade-in device was used to evaluate eligibility for another promotion.

      Cannot use the same trade-in device for multiple promotions.

      358 - Trade-in device credit is greater than the promo valueCustomer’s trade-in device credit is greater than the rebate promo value.
      359 - Ineligible device trade-inDevice received is ineligible

      363 - Ineligible account type found

      		Customer's account type/sub-account type is ineligible for the promotion.
      365 - Port InIneligible port in
      372 - Ineligible rate plan or feature

       

      		Customer's rate plan or feature is ineligible for the promotion.
      373 - AccountRate plan or feature tenure is not eligible for this promotion
      401 - Ineligible activation source

       

      		Customer did not activate service through an eligible channel.
      499 - No/ineligible device purchasedCustomer did not purchase an eligible device.
      898 - Invalid purchase dateIf purchased the device outside of the promo window.
      910 - Failed device eligibility checkFailed device eligibility check. Device listed is either not eligible or no device is listed on the upload.
      930 - Trade-in eligibilityNo trade-in record found for one or more devices on submission. Using the Care Promo. Tool, more details on the submission status can be found under ‘Payment Details’ section.
      984 - No wireless numberA 10-digit T-Mobile wireless number was not submitted. Please submit your wireless number with this letter to the address below.
      994 - Invalid countryOffer is valid only in the United States and Puerto Rico. OR, Offer is valid only in US.
      997 - EIP Agreement Date is fewer than 90 days from activationCustomer has not met the at least 90-days of financing from previous carrier requirement via the upload.
      998 - No trade-in found

      No matching record found in Assurant table.

      (Reason code appears when a promotion requires a trade-in but the trade-in order was not initiated or the customer returned a device with a IMEI different from the IMEI on trade-in order)

    • If submission has more than one line, check Payment Details and Product Information to find out which lines on submission have been approved and their payment amounts.
  2. Check account memos to gather the most recent status update about the rebate. Memos may ask for customer to provide additional details, such as the full bill image, or provide more info on the denial.
    • Check Denial Memo Reasons. Denial Memo Reasons

       

      Memos may ask for customer to provide additional details, such as the full bill image, or provide more info on the denial:

      Memo denial reasonAction
      Address needs to be updated as current address is invalid

      The address on the submission does not match the BAN address and/or a T-Mobile store address. The customer must provide an updated address.

      Care: If the customer can provide an updated address, transfer the customer to Rebate Care.

      T-Mobile Carrier Freedom offer-customer needs to submit a full original bill for review

      The bill submitted for Carrier Freedom was a modified bill or partial bill. The customer must provide the full original bill.

      Email address needs to be updated

      Email address on the submission is not valid. The customer must provide valid email address.

      Care: If the customer can provide an updated address, transfer the customer to Rebate Care.

      Phone number needs to be updated

      The phone number on the submission does not match the customer's mobile number. The customer must provide the mobile number associated with their account.

      Care: If the customer can provide an updated address, transfer the customer to Rebate Care.

       

    • If customer completes the request successfully, explain that their submission will be reprocessed.
    • If customer is unwilling to provide the necessary information, their submission will remain incomplete and they will not receive their promotional offer payout.
  3. Review the specific offer page and the customer's account to determine if the reason listed is correct based on offer requirements.
  4. If the denial reason is correct, own the "No" and educate the customer as to why their rebate was denied.
  5. If the rebate was incorrectly denied, or correctly denied but only due to T-Mobile error, check to see if the promotion is still going on:
    • Promotion still active or within 30 days of end date: Ask the customer to resubmit their rebate following normal processes (never submit on the customer's behalf). Check the specific offer page to ensure they have the correct promo code.
    • Promotion closed between 30 days and 90 days ago: Engage your coach to follow the Make a payment section T-Mobile Promo Tool Exception Handling process.
      It can take up to 15 business days to be delivered once approved (Approval and delivery can take up to 30 business days from coach's submission).
    • Promotion is older than 90 days: At this time, the rebate card is no longer an option and should not be requested. For escalations, work with your Team Manager or local CEC Operations Support Team to determine a site-level decision about what if any compensation should be provided (ex. credit to account).

Retail

  1. Before you submit, make sure that all research has been completed and the reason for the customer issue has been identified and validated through your store leader (RAM or RSM).  
  2. Be sure the escalation is a result of system or process error only.  
    Note: Escalations related to employee error due to incorrect promotion details or misquotes given are not submitted through the Retail Escalation SharePoint site. Partner with your  Sr Manager / Rural Market Manager to resolve those locally via lump sum courtesy credits. 
  3. Create an escalation ticket on the Retail Escalation Empowerment Site |Salesforce.
  4. Use the resources on each escalation type landing page on the Escalation SharePoint site. Follow the self-service options that exist for each escalation type through the links on the escalation site.  
    Important: The Retail Escalation Empowerment Site is for Retail-COR only. Care and AR (previously TPR) employees must use their proper channels for handling escalations. For all AR (previously TPR) Escalation Site Support (AR- Account Managers only), use the Authorized Retail Neighborhood - Go to Market Ticket.

Virtual Retail

  1. Before you submit, make sure that all research has been completed and the reason for the customer issue has been identified and validated through your Sr. Manager.
  2. Be sure the escalation is a result of system or process error only.
    Note: Escalations related to employee error due to incorrect promotion details or misquotes given are not submitted through the Store-in-Store rebate escalation form. Partner with your Sr Manager via lump sum courtesy credits.
  3. Create an escalation ticket on the Retail Escalation Empowerment Site |Salesforce.

Retail Sr Manager / Rural Market Manager

Retail Sr Manager / Rural Market Manager and above, use these steps to create a manual submission.

A manual submission can only be performed once the hold period is expired. Check each offer for specifics before continuing.

HSI promos: If a customer with a HSI only account is unable to create a T-Mobile ID, which prevents them from submitting for a rebate offer. Follow the steps for manual submission to support these customers. The Send for Validation field must be set to YES. Do not perform a Force Pay. This activity is monitored for compliance.

Insider promos: Enter the Insider code into the Prospect Code (Insider discount code) field

Product code
  1. Go to the T-Mobile Promo Tool.
  2. On the landing page, select Create New Payment in the upper left corner of the page. Pop up window is displayed. Screen shot
  3. Under the Create New Submission section, select New Payment. Screen shot
  4. Select the offer for the new submission from the drop-down or select the Search button to find the offer.
  5. Click Search.Screen shot
  6. After selecting the offer, the Inquiry Information screen appears.
  7. Complete all the required fields. Note: If the offer has a claim code, there will not be a dollar amount field. Enter 1 in the quantity field. Screen shot
  8. Once all required fields populate, select the Additional Information tab at the top of page.
  9. Complete all the required fields. Note: The Send for Validation field is set to YES (Send to T-Mobile for validation) by default. This ensures that the submission goes through all validation checks on the backend.
  10. Once all required fields are populated, select Save.
    Note: Both information tabs must be complete in order to Save the submission request. Screen shot
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FAQs

Find helpful answers to common questions

No, the only option to submit for a rebate is online at promotions.t-mobile.com/.

  • Your account must be in good standing in order to be approved for a rebate. The submission will stay in pending status and the account re-validated through day 45 to continually check if customer made a payment to become current. After Day 45 from submission create date, if the account is still past due the rebate submission will be processed and will be denied.
  • If customers call in after having been denied, and they have become current on the account, follow the Rebates handling & T-Mobile Promo Tool Support process to determine eligibility.

If the promo you're participating in requires a new line activation, you won't qualify if you canceled a line within the previous 90 days (excludes CORs, No Installs, non-paid lines like free DIGITS or On Demand MI line) unless you resume the canceled line and then activate the new line(s) per the promo requirements.

Note: The resume requirements are specific to the line type required by the promotion. For example, if a new voice line is required to be activated, any voice line cancellations in the last 90 days must be resumed first.

Engage your Coach to have the card reissued. Check out T-Mobile Promo Tool Exception Handing.

Note: For security purposes, the T-Mobile Care Promo Tool does not show transaction history, only Rebate Care can see the transactions history of the card.

Customers who received a switcher program payout within the 45 days prior to submitting for another device promo rebate will get denied. You'll need to allow the full 45 days to pass before participating in another promo that requires a rebate sub.

Yes. The card is good for 6 months from date of issuance. Once expired, even if funds were still available, it cannot be reissued.