Frequently Asked Questions

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Pay your bill

The many ways to pay your bill

Know your bill

What does it all mean?

My T-Mobile

Manage your account online

Topping Up

See which top up option suits you best

How it works

Watch our short video on how to manage your accounts online.

Find what you need

There is a 'separate payments handling charge' on my bill. What is this?

A very small number of our customers prefer to pay their bills through methods other than Direct Debit, or online/telephone banking (BACS).

Processing transactions through other methods is more prone to error and requires more of our resources than when a payment is made by Direct Debit or online or telephone banking. That's why we've adopted a 'user pays' approach for these other methods, like we have for other bespoke customer services, such as itemised billing. You will see these charges as 'Separate Payment handling charges' on your bill.

How can I find out how much allowance I have left?

Simply text AL to 150 and we will send you a text back with your remaining allowance.

You can also check this online within My T-Mobile

 

How can I pay my bill or top up my account?

The easiest way to pay your bill is by Direct Debit but you can also pay your bill or top up your credit using our text 150 service or online using My T-Mobile.

There are also several other convenient ways to pay your bill and top up.

How do I register a debit or credit card?

Registering a card couldn't be easier. Find out how >

How long will it take for my payment to clear after I pay my bill?

Here's how long it will take for a payment to register on your account:

- Online or telephone banking - 3 working days

- Online in My T-Mobile by credit or debit card - instantly

- Phone by credit or debit card - instantly

- PayPoint - 4 working days

- Post office by swipe card - 2 working days

- Post office by GIRO - 4-5 working days

- Post by credit or debit card - 3-4 working days

Customers who pay by Direct Debit can expect the amount owing to be taken from their account on the day their bill is due.

Tip :If you register a card and pay at the same time, it will take an extra 24 hours for a payment to register on your account.

How can I tell if my payment has been processed?

To check whether a payment has gone through:

- Sign up or log in to My T-Mobile

- Select Make a payment.

- Select Payment history from the right.

TIP: Paying online and paying over the phone by Credit Card are the only methods where the payment will register on your account instantly.

How do I avoid the separate payment handling charge?

We have a range of preferred payment methods you can use anytime to pay your bill without paying the handling charge: simply pay online, by phone or set up a Direct Debit. The separate payment handling charge applies to credit card payments and for paying by all other methods.