T-Mobile Customer FAQ

The unlocking process for a T-Mobile device doesn't start automatically after the contract expires. You need to initiate the process. T-Mobile has certain eligibility requirements for unlocking, like device's installment plan being fully paid, device not being reported as lost, stolen, or blocked, and device being active on a T-Mobile line for a minimum period. Additionally, for postpaid accounts, it requires the account to be in good standing. If you meet all these requirements, reach out to T-Mobile customer service via the contact link on this page to start the unlocking process.

We're sorry to hear about your stolen phone. Unfortunately, we cannot shut off your phone for you. We highly recommend contacting T-Mobile's customer service team immediately to report the theft. They can temporarily suspend your line to prevent unauthorized use and guide you through next steps, such as lookout for device protection if you are enrolled. We suggest reporting the theft to local law enforcement and your insurance provider (if applicable). You should also change passwords for any personal accounts accessed through your phone. Regarding your upcoming payment, T-Mobile offers flexible payment options which customer service can also assist you with.

Yes, T-Mobile provides a service called "FamilyWhere" that allows you to locate any phone on your account by GPS. It's important to note that the lost device must be turned on and in a T-Mobile coverage area to be tracked. If you had not activated this service prior to losing your phone, you might not be able to fully utilize it. Furthermore, you can use the 'Find My iPhone' feature if you have an iPhone, or 'Find My Device' for Android phones. Always report a lost or stolen phone to T-Mobile as soon as possible so they can block the device and prevent unauthorized use.

We're sorry to hear you're having trouble with your phone. Make sure your device is fully charged and attempt to hard reset the phone by holding down the power button. If you can't turn it on, you could be in an area with low coverage. Check the T-Mobile coverage map online to see. If all these factors are fine, it could be a SIM card issue or there might be unpaid bills. If the problem persists, please take your phone to the nearest T-Mobile store where a team member can troubleshoot the issue and help you further.

To cancel a line from your T-Mobile family plan, you need to contact T-Mobile customer service. They can be reached by dialing 611 from your T-Mobile device or 1-800-937-8997 from any phone. Note that a cancellation fee may apply if you're canceling a line before the contract period is over. Also, keep in mind that your service will continue through the end of your current billing cycle.