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Explore this section for helpful advice about paying your bill and topping up, including how to check whether a payment or top up was successful.

  1. 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.
  2. How do I avoid the 'separate payments handling charge'?
    All you have to do is pay by direct debit or online or telephone banking. These are our preferred payment methods and we won't charge you for using them.
  3. How long will it take for my payment to clear after I pay my bill?
    The table below indicates how long it will take for a payment to register on your account.

    How you pay your bill How long before the payment registers 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.
  4. How can I get the suspension lifted on my account if I didn't pay my bill on time?
    The fastest and easiest way to lift the suspension is to make a payment online in My T-Mobile. Most of the time you'll be able to use your mobile again as soon as you've paid, but occasionally, you may experience a short delay before you can make calls again.
  5. Can I change my billing date?
    If your mobile billing date is inconvenient because you get paid at a different time of the month, you can change it as long as:
    • you've paid one bill
    • you haven't already changed it in the same calendar month
    • there are at least seven working days until your bill is due
    To make the change, call Customer Services on 150 free from your mobile, or email us.

    Tip: Changing your billing date means changing the day your bill is produced, not when it's due. So make sure the date you change your billing date to, is 14 days before the date you wish to pay your bill.
  6. Can I change the day my direct debit comes out of my account?
    Yes. It's the same as changing the date your bill is due. See above.
  7. Can I change my direct debit account details?
    Yes, you can either do this online by logging into My T-Mobile or you can call us on 150 and we can do it for you.
  8. What happens if a direct debit comes out of my account and I don't have enough money?
    You'll get a text message from us to let you know the direct debit didn't work. There's no need for you to do anything, because our system will automatically try to direct debit your account again in around two days time.

    We can't stop or change this second direct debit - it's automatic. So please ensure cleared funds are in your bank account.
  9. I've received a text message about my credit limit. Why did I did I get this and what should I do?
    We set a credit limit on all accounts as a safety net to ensure you can use your mobile without running up a big bill that you're not expecting.

    If you've received a text message from us letting you know that you've exceeded your credit limit or that your account is approaching its credit limit, the best thing to do is make a payment online in My T-Mobile as it will register instantly on your account.

    If you want to know how much you need to pay so you can use your phone again, call us on 150 and select option 1 then 2.

    To help improve your credit limit, pay your bill on time each month. The easiest way to do this is to set up direct debit.
  10. How can I tell if my payment was successful?
    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 left
    Tip: Paying online and paying over the phone by credit card are the only methods where the payment will register on your account instantly. See clearance times for all payment methods.
  11. I tried to make a payment through My T-Mobile but I think it failed.
    If you tried to make a payment online and got an error page or if you suspect it failed for anther reason, you can check if the payment went through by:
    • logging into My T-Mobile
    • selecting Make a payment
    • selecting Payment history from the left hand menu
    If your payment is listed, it worked. If it's not listed, try to make the payment again. If it fails a second time, call us on 150.
  12. I'm trying to make a payment through My T-Mobile but my card is declining.
    Lots of us have several debit and credit cards and it's easy to get them mixed up. So before you call us, first check that you're entering the security code for the card that's registered in our system by:
    • logging into My T-Mobile
    • selecting Make a payment
    • selecting Approve beside Use a debit/credit card you've used before
    • checking that the four numbers listed for your registered card correspond with the card you're trying to use
    If you think your card may be declining because you've reached your limit or you don't have enough money in your account, simply register another card (you can register up to four).
  13. How can I see my fully itemised bill?
    There are two options. You can view and print your fully itemised bill for free in My T-Mobile, or you can request a fully itemised bill mailed to you for £1.50 each month. Email us or call us on 150 if to request this.
  14. How can I pay my bill if I'm going abroad?
    If you haven't set up direct debit, the easiest way to pay your bill while you're abroad is online through My T-Mobile. You'll need to register a debit or credit card before paying, but you can easily do that through My T-Mobile as well - there's no need to do it before you go.

    You can also pay through telephone or internet banking. Use the following details if you are making a payment from an overseas account:

    Swift Code: MIDLGB2110C
    IBAN: GB95MIDL40025031012304

    Payments from abroad can take up to five working days to clear.
  15. T-Mobile has incorrectly direct debited my account. What should I do?
    If any payment is made in error, you should contact your bank or building society. You will be given a full and immediate refund as part of the direct debit guarantee.
  16. Why was I still charged £3 when I've changed to direct debit?
    The separate payments handling charge is applied to the way you made your previous payment. So your next bill won't include the charge, as long as you continue to pay by direct debit.

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