Got questions?

Q: How do I transfer my number so I can get reimbursed for the Early Termination Fees (ETF) associated with my old carrier?

First, check if your number is eligible to be transferred . Once you verify eligibility, you have the option of transferring your number(s) one of two ways: Option 1: Dial 611 or call us at 1-800-T-MOBILE when you receive your new T-Mobile phone or SIM card. We recommend this method if you need to use your current phone until your new T-Mobile phone or SIM card arrives. IMPORTANT: Please have your account number, pin/password (if applicable) and billing address ready when you call to ensure your porting process is a smooth one. Option 2: Follow the number transfer instructions on the payment page at checkout when purchasing your new T-Mobile phone or SIM card (we recommend this method if you do not need to use your current phone until your new T-Mobile phone or SIM card arrives). Once you have provided your account information, T-Mobile will contact your previous carrier to complete the transfer. Reminder: Do NOT cancel your old wireless account until your new T-Mobile account has been activated.

Q: Is it safe to transfer my number online?

Yes. T-Mobile 's online checkout has been verified as secure by VeriSign. The information you submit is encrypted before it's transmitted to T-Mobile , meaning it's locked during the electronic transfer to provide the highest level of security.

Question 1

Can I switch to T-Mobile but keep the phone number I already have from another carrier? How would that work?

Accepted Answer

Yes, it is possible to keep the number you already have from another wireless or landline carrier. First, check to see if your existing number is eligible for transfer to T-Mobile. If it is, then just follow the on-screen instructions displayed during checkout to authorize the transfer. We'll do the rest. In rare circumstances we are unable to transfer a number to our network. This is often because we don't have a transfer agreement with the original service provider.

Be sure to keep your old phone and old account until your number is fully activated on your new account for seamless service. You should also consider using the overnight shipping option to ensure that your new phone arrives before service on your old phone stops.

If you are interested in a prepaid phone and want to transfer your number to T-Mobile, please visit your nearest T-Mobile retail store.

Question 2

How do I transfer my number so I can get reimbursed for the Early Termination Fees (ETF) associated with my old carrier?

Accepted Answer

First, check if your number is eligible to be transferred. Once you verify eligibility, you have the option of transferring your number(s) one of two ways:

Option 1: Dial 611 or call us at 1-800-T-MOBILE when you receive your new T-Mobile phone or SIM card. We recommend this method if you need to use your current phone until your new T-Mobile phone or SIM card arrives. IMPORTANT: Please have your account number, pin/password (if applicable) and billing address ready when you call to ensure your porting process is a smooth one.
Option 2: Follow the number transfer instructions on the payment page at checkout when purchasing your new T-Mobile phone or SIM card (we recommend this method if you do not need to use your current phone until your new T-Mobile phone or SIM card arrives).

Once you have provided your account information, T-Mobile will contact your previous carrier to complete the transfer.

Reminder: Do NOT cancel your old wireless account until your new T-Mobile account has been activated.

Question 3

Can any number be transferred?

Accepted Answer

In rare circumstances, we are unable to transfer a number to our network. This is because we don't have a transfer agreement with the original service provider. Be sure to keep your old phone and old account until your number is fully activated on your new account for seamless service.

Question 4

Will checking eligibility affect my current/existing phone service?

Accepted Answer

No. Checking eligibility has no effect on your current/existing phone service. Basically, nothing will happen until you authorize us to transfer your number to T-Mobile and the transfer is completed.

Question 5

Can I wait to transfer my number after I have received my new phone?

Accepted Answer

Yes, you may call us to transfer your number to T-Mobile after you have received your new phone in the mail. This option is recommended if you need to use your current phone until your new T-Mobile phone or SIM card arrives. To ensure a smooth transition, be sure to keep your old phone and old account until your number is fully activated on your new account.

Question 6

How do I make sure I don’t lose any service during the number transfer?

Accepted Answer

Our phones activate while shipping and the transfer usually takes place anywhere from 2-24 hours from the time the order has been submitted. This may result in your current line being disconnected before you receive your new phone.

When purchasing your new phone, overnight shipping is highly recommended to ensure your new phone arrives before service on your old phone stops. Alternatively, you may call us to transfer your number to T-Mobile after you have received your new phone in the mail.

Be sure to keep your old phone and old account until your number is fully activated on your new account.

Question 7

Is it safe to transfer my number online?

Accepted Answer

Yes. T-Mobile's online checkout has been verified as secure by VeriSign. The information you submit is encrypted before it's transmitted to T-Mobile, meaning it's locked during the electronic transfer to provide the highest level of security.

Question 8

How long will it take to transfer my phone number to T-Mobile?

Accepted Answer

Transferring a single phone number to T-Mobile usually takes anywhere from 10 minutes to 24 hours. Transferring multiple lines may take up to 10 days, however most requests are completed within six calendar days.

Overnight shipping is highly recommended to ensure your new phone arrives before service on your old phone stops. If you are not able to do this, we recommend waiting to initiate the transfer of your phone number until after you receive your new device.

For information on shipping times, see our shipping options. To ensure a smooth transition, keep your old phone and old account until your number is fully activated on your new T-Mobile account. Once your number has been transferred, you will receive a text message to confirm that the transfer was completed.

Question 9

Who can I talk to if I am having problems transferring my number to T-Mobile?

Accepted Answer

Things like misspelled names, incorrect billing addresses, and incomplete information can delay your transfer. We will contact you at one of the two phone numbers you provided if we experience a problem during the number transfer process. If you are experiencing problems during the number transfer process, please contact Customer Care.

Question 10

Please tell me more about what happens during the actual number-transfer process.

Accepted Answer

Transferring your number to T-Mobile is easy. Once you've provided your account information, T-Mobile will contact your previous phone company to complete the transfer. In rare circumstances we are unable to transfer a number to our network. This is often because we don't have a transfer agreement with the original service provider.

Overnight shipping is highly recommended to ensure your new phone arrives before service on your old phone stops. Alternatively, you may call us to transfer your number to T-Mobile at a later time after you have received your new phone in the mail.

Be sure to keep your old phone and old account until your number is fully activated on your new account for seamless service.

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