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If you're having issues with your device and troubleshooting isn't helping, it's time to contact us.


Resolution and warranty options

  1. We have easy to follow troubleshooting steps that fix most device issues.
  2. Call us at 1-800-937-8997 to talk to an expert if you still need help.
    • If possible, call from a different device so we can work on your issue.
    • T-Mobile stores can help you reach Care, but aren't equipped to fix or immediately replace devices.
  3. If the device is beyond repair we'll need to know more about the phone:
  4. We'll then figure out which of the below replacement options is the best option.
Finish your exchange in-store

Customer Care can have your replacement device sent to the retail location of your choice.

  1. When the device is at the store, we'll text or email you (whatever you prefer).
  2. Back up your device and remove personal information from the phone. We can help you with this, too.
  3. You have 14 days to pick up the device, or the exchange will be canceled.
  4. You must bring a photo ID and the defective device to the store.
  5. The device will be inspected in the store for damage.This prevents unexpected fees.
    • Once a retail rep takes your device, you can't be charged a non-return fee.
    • If the device is found to be damaged we'll cancel the exchange instead of charging you for the device.
Mail back your defective device

Once you get the replacement device in the mail:

  1. Remove your replacement device. Notice that it's just the device, no accessories or extras.
  2. A return label with shipping and tracking details will be located under the shipping label or in the box.
  3. Use the box, label, and packing foam included to safely package only the defective device.
    Important: Don't include the back cover, battery, memory card, SIM card, charger or anything else you don't want to lose, because your device can't be returned to you.
  4. Apply the "tamper-evident box seal" horizontally over the box opening for security.
  5. Mail the defective device within 7 days.
  6. You will be charged a non-refundable fee of up to $1600 if:
    • You do not mail the device within 7 days.
    • You mail us a different device.
    • The device has physical or liquid damage.
Out of warranty solutions

Common reasons a device is out of warranty:

  • The original warranty expired over time.
  • The device was bought off a third party, like a friend or re-seller.
  • There is liquid or physical damage.
    Always check for damage! If we receive a damaged device your account will be charged a fee.


Out of warranty replacement options

If your device is damaged, was not purchased from T-Mobile, or is outside of warranty:

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