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• Resubmission Letters and Resubmission Information
Reason:
- Upon purchase, each T-Mobile phone or device is packaged with a white sticker label. This sticker label contains several barcodes. The original (not photocopied) version of this label has a unique code, which indicates purchase of an authorized T-Mobile phone or device. This label must be included with the rebate submission or T-Mobile cannot credibly verify the originality of the phone/device.
- If you are submitting for an offer that requires purchase and activation of two or more phones, devices, or accessories- ALL white sticker labels or barcodes must be included in the rebate submission.
Actions to take:
- If you have this original label, please resubmit to the address on the rejection letter within 14 days to be reprocessed for the rebate.
- If you do not have the label, and did not submit this white sticker label per the instructions on the rebate form, we cannot, under the terms and conditions of the rebate, validate the phone/device. To review these terms and conditions please return to T-Mobile Rebates Home Page > and search for your rebate offer.
Reason:
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The original or photocopy of your sales receipt or any other proof of purchase is needed to validate purchase of your phone or device. Photocopies are accepted.
Actions to take:
If you do not currently have a copy of this item, try one of the following remedies:
- Return to the store of purchase and request an additional copy of your receipt.
- If purchased online, use a printed online confirmation page to resubmit for the rebate or to request alternate proof of purchase from the Web retailer.
- If purchased through Target, WalMart, or any other identified retailers (see rebate form >), the phone/device was discounted at the point of sale and is not eligible for a mail-in rebate.
Once a copy of the receipt/proof of purchase WITH DATE is obtained, please resubmit per the instructions on the rejection letter within 14 days to be reprocessed for the rebate.
Reason:
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The receipt or proof of purchase provided with the rebate submission did not contain a date of purchase or the date was not within the eligible dates listed on the rebate form.
Actions to take:
It is suggested on all T-Mobile sponsored rebate forms that you save a photocopy of ALL rebate submission materials.
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IF THERE IS A PHOTOCOPY OF THE ORIGINAL REBATE FORM:
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If the date of purchase is within the dates on the rebate form:
- Highlight the section with the date on the photocopied proof of purchase.
- Resubmit to the address on the denial letter within 14 days to be reprocessed for the rebate.
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If the date of purchase is NOT within the dates on the rebate form:
- Go to T-Mobile Rebates Home Page > and search for the correct rebate form, if applicable.
- Resubmit with the correct rebate form (completed) per the instructions on the resubmission letter INCLUDING another photocopy of the receipt.
- Include a note indicating the original submission was for the incorrect rebate program. Clearly indicate the new rebate form is the correct rebate program for the submission.
- Resubmit to the address on the rejection letter within 14 days to be reprocessed for the rebate. YOU MUST USE THE ADDRESS ON THE RESUBMISSION LETTER. DO NOT USE THE ADDRESS ON THE NEW, CORRECT REBATE FORM OR THE SUBMISSION MAY BE REJECTED.
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IF THERE IS NOT A PHOTOCOPY OF THE ORIGINAL REBATE FORM: Go to T-Mobile Rebates Home Page > and search for the correct rebate form using the date on the proof of purchase.
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If the rebate form comes up for the date of purchase:
- Resubmit with the correct rebate form (completed) per the instructions on the resubmission letter INCLUDING another photocopy of the receipt.
- Include a note indicating the original submission was for the incorrect rebate program. Clearly indicate the new rebate form is the correct rebate program for the submission.
- Resubmit to the address on the rejection letter within 14 days to be reprocessed for the rebate. YOU MUST USE THE ADDRESS ON THE RESUBMISSION LETTER. DO NOT USE THE ADDRESS ON THE NEW, CORRECT REBATE FORM OR THE SUBMISSION MAY BE REJECTED.
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If the rebate form does not come up for the date of purchase or says There were no offers that met your search criteria: It is possible that the rebate has expired. To validate this issue, you may contact T-Mobile Rebate Customer Care >.
Please resubmit per the instructions on the rejection letter within 14 days to be reprocessed for the rebate.
Reason:
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A fully completed rebate form was not submitted. In order to identify the applicable rebate program, T-Mobile needs an original or photocopied form for the offer.
Actions to take:
It is suggested on all T-Mobile sponsored rebate forms that you save a photocopy of ALL rebate submission materials.
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Search for the rebate form on T-Mobile Rebates Home Page >. To retrieve the correct offer, date of purchase is required.
If the rebate form DOES NOT appear for the date of purchase or says There were no offers that met your search criteria:
- It may be past the last submission date for the offer. Please contact T-Mobile Rebate Customer Care >.
- You may not be applying for a T-Mobile sponsored rebate. Many retailers have additional mail-in rebates they manage and pay outside of T-Mobile. Please contact those companies directly for information on their rebates.
OR
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Return to the location of purchase and request the rebate form for the phone/device and the date of purchase. We recommend taking proof of purchase for verification.
Please resubmit the fully completed rebate form to the address on the rejection letter within 14 days to be reprocessed for the rebate.
Reason:
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The section requesting the T-Mobile wireless phone number on the rebate form was not completed or the wrong number was entered.
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If you are submitting for an offer that requires purchase and activation of two or more phones, devices, or accessories- ALL T-Mobile wireless phone numbers must be entered on the form.
Actions to take:
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Per the instructions on the resubmission letter, please complete the section requesting your T-Mobile wireless phone number. To find your T-Mobile wireless phone number press #NUM# (#686#) on your phone and hit send. Your T-mobile wireless number can also be found on your monthly bill, if applicable.
Please resubmit the completed information in the resubmission section of the letter to the address on the letter within 14 days to be reprocessed for the rebate.
Reason:
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The section requesting the T-Mobile phone or device IMEI (Handset ID) number on the rebate form was not completed or entered. It is also possible that submission of a SIM card number or other number related to the handset occurred. The IMEI (Handset ID) number is unique to every T-Mobile phone or device and always contains 15 numeric digits (no letters).
Actions to take:
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Per the instructions on the resubmission letter, please complete the section requesting your T-Mobile IMEI (Handset ID). To find your T-Mobile phone 15 digit IMEI (Handset ID) number press *#06# on your phone and hit send. You do not need to submit any periods that may be contained in the displayed version of your IMEI (Handset ID) number. The IMEI (Handset ID) number is also found on the white sticker label required for submission.
Please resubmit the completed information in the resubmission section of the letter to the address on the letter within 14 days to be reprocessed for the rebate.
Reason:
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All rebate offers require mailing of the required materials before the last submission date. The criterion used to measure date of submission is the postmark date on the rebate submission envelope. The submission envelope in this case has been postmarked after the last submission date of the offer.
Actions to take:
It is suggested on all T-Mobile sponsored rebate forms that you save a photocopy of all rebate submission materials.
Check the last submission date of the offer:
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New Activation and Pay As You Go (Prepaid) rebates: The last submission date is listed under CONDITIONS in the first bullet point.
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If you do not have a copy of your rebate submission, you may go to T-Mobile Rebates Home Page > and search for the correct rebate form using the date on the proof of purchase.
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If the rebate form does not come up for the date of purchase or says THERE WERE NO OFFERS THAT MET YOUR SEARCH CRITERIA: Contact T-Mobile Rebate Customer Care > for assistance.
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Upgrade rebates: The last submission date may be easily calculated.
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Take the date of the handset upgrade and write down which month it took place (for example: Upgrade on 7/3/05=July is the month of Upgrade)
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Add two months (July + 2 Months = September)
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Choose the last day of the month calculated above (September 30th, 2005).
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This is the last submission date for the Upgrade rebate and the absolute last postmark date that could be accepted on the envelope for the submission.
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If you believe this denial is in error please Contact T-Mobile Rebate Customer Care > for assistance.
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T-Mobile is not responsible for lost, late, mutilated, misdirected or postage due mail. To review these terms and conditions please return to T-Mobile Rebates Home Page > and search for your rebate offer.
Reason:
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During rebate validation, your T-Mobile account returned information indicating the submitted phone number is inactive or in a holding status.
Actions to take:
Carefully review the information provided on the resubmission letter that states: “The 10-digit wireless number provided on your rebate form was xxx-xxx-xxxx.”
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Is the 10-digit wireless phone number correct? Were numbers mistakenly switched or are they incorrect? If so, please call T-Mobile Rebate Customer Care > to provide the correct wireless phone number. To find your T-Mobile wireless phone number press #NUM# (#686#) on your phone and hit send.
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Did you change your phone number or port in a phone number from another phone service carrier at any time during rebate validation? If so, please call T-Mobile Rebate Customer Care > to provide the updated wireless phone number. To find your ACTIVE T-Mobile wireless phone number press #NUM# (#686#) on your phone and hit send.
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Did you change account responsibility at any time during rebate validation? If so, please contact T-Mobile Rebate Customer Care > and notify the representative that a change of responsibility was performed on the active T-Mobile account.
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Did you change or switch Billing Account Numbers at any time during rebate validation? If so please contact T-Mobile Rebate Customer Care > and notify the representative that the Billing Account Number (or BAN) – for directions on finding your BAN – was changed recently on the active T-Mobile account.
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Was your T-Mobile Account suspended for any time during rebate validation? If so, there are only a few suspension reasons that allow a rebate to be paid (per the terms and conditions listed on the rebate form requiring the account to be in good standing at the time of rebate validation). If your account was suspended for any reason during validation, and it is now active and in good status, please contact T-Mobile Rebate Customer Care > to resubmit your rebate for validation.
Reason:
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During rebate validation your account information indicated that you were not on a valid rate plan for the rebate offer at the time of validation.
Actions to take:
Review the information on your resubmission letter which states: “According to our records your current monthly rate plan is $xx.xx.” This is the rate plan T-Mobile’s system indicates as active for the T-Mobile wireless phone number submitted for rebate.
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If the rate plan on the resubmission letter IS DIFFERENT than your T-Mobile rate plan:
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Verify rate plan:
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If you are on a monthly billing cycle (not a Pay As You Go (Prepaid) plan) you may log in to my.t-mobile.com > (or sign up for this service >). Here you can view your current rate plan and compare to the resubmission letter information.
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Contact T-Mobile Customer Care > and request the current rate plan information.
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Once the rate plan is verified:
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If your real rate plan is different than the plan specified on the letter, please contact T-Mobile Rebate Customer Care > to explain the discrepancy.
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If T-Mobile Customer Care > verifies the rate plan on the resubmission letter to be correct, you may be able to change your rate plan to qualify for the rebate (see rebate form for your handset offer for minimum rate plan qualifications). You may upgrade your rate plan by logging in to my.t-mobile.com > (or by signing up > for this service). Family Time plans cannot be changed in my.t-mobile at this time but you may contact T-Mobile Customer Care > for changes.
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If the rate plan on the resubmission letter IS CORRECT:
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Review the minimum rate plan qualifications for the rebate offer, which can be found on the rebate form (the photocopy from your original rebate submission or by searching for the rebate offer at T-Mobile Rebates Home Page >). Terms and conditions may differ for rebate programs, so verify the form being reviewed is valid for the handset purchase date and type of activation (New Activation vs. Upgrade).
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If you still meet the terms and conditions as laid out on the rebate form, please contact T-Mobile Rebate Customer Care > .
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If you do not meet the minimum rate plan requirements for the rebate offer on the rebate form, the terms and conditions of the rebate offer have not been met. No employee, dealer or agent is authorized to make any representation (other than described in the rebate form for each specific offer) about a rebate or change any terms of a rebate.
Reason:
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During rebate validation, your account showed that you did not purchase OR activate your new handset between the eligible dates as listed on the rebate form.
Actions to take:
Identify if you used the correct rebate form for your type of handset purchase.
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Did you need the New Activation rebate form OR Upgrade rebate form? Find help identifying what form was needed for your rebate >.
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Does the first sentence on your letter say? “We received your request and we thank you for your interest in the T-Mobile Rebate Offer” = Submission for a New Activation or Pay As You Go (Prepaid) rebate.
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Does the first sentence on your letter say? “We received your request and we thank you for your interest in the T-Mobile Upgrade Rebate Offer” = Submission for an Upgrade rebate.
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Did you submit the correct form for this rebate?
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IF NO: Contact T-Mobile Rebate Customer Care > to have your rebate reprocessed under the correct New Activation or Upgrade program.
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IF YES:
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For handset upgrades, your wireless number may also be associated with an account that was not in good standing or suspended at some point during the previous 11 or more months, needed to qualify for the upgrade rebate. All rebate Terms and Conditions must be met in order to qualify for the rebate.
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You may have submitted an old rebate form or one that did not cover the dates of your activation or upgrade.
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To confirm the date of activation or upgrade, you may review your receipt for the date of the handset transaction or contact T-Mobile Customer Care > to ask for this information.
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Please review the valid dates of activation/handset upgrade on the form you submitted, and if incorrect, contact T-Mobile Rebate Customer Care > and notify the Care Representatives of this issue.
Reason:
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During rebate validation, your account showed that you activated your account at a retailer that already discounted the handset at the point of sale.
Actions to take:
Did you activate your handset at one of the following locations?
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Wal-Mart
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Target
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Sam’s Club
If YES: Your handset was already given a rebate at the point of sale. Per the terms and conditions on the rebate form your handset purchase was ineligible for a mail-in rebate. If you would like to review these terms and conditions you may:
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Review the photocopied version of your rebate form. A photocopy of all rebate materials, to keep for your records, is recommended at the time of submission.
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If you do not have a copy of your rebate submission, you may go to T-Mobile Rebates Home Page > and search for the correct rebate form using the date on the proof of purchase.
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If the rebate form does not come up for the date of purchase or says THERE WERE NO OFFERS THAT MET YOUR SEARCH CRITERIA: Contact T-Mobile Rebate Customer Care > for assistance.
If NO: Please contact T-Mobile Customer Care > to verify your activating location information.
Reason:
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During rebate validation, the IMEI (Handset ID) number submitted showed payment on a previous rebate submission. This number is unique and specific to each T-Mobile phone or device. A phone or device can only be redeemed one time for a rebate.
Actions to take:
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Double check your IMEI (Handset ID) number: To find your T-Mobile phone 15 digit IMEI (Handset ID) number press *#06# on your phone and hit send. The IMEI (Handset ID) number is also found on the white sticker label required for submission (if you have a photocopy of your submission materials).
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Contact T-Mobile Rebate Customer Care > to verify the correct IMEI (Handset ID) number was submitted (numbers were not accidentally switched or skipped).
Reason:
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During rebate validation, the wireless phone number and IMEI (Handset ID) number submitted showed a discount was provided at the time of the handset sale. In many cases this discount was applied to your T-Mobile billing account in the form of a Customer Care credit. Per the terms and conditions on the rebate form, the T-Mobile mail-in rebate offer may not be combined with any other offers, promotions, discounts, credits or rebates.
Actions to take:
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Contact T-Mobile Customer Care > to see if your account has been credited for any of the following reasons: Rebate, Upgrade Rebate, Business Care Upgrade, or PWA minus 10% minus Rebate.
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If none of these reasons are on your T-Mobile Billing Account, please contact T-Mobile Rebate Customer Care > .
Reason:
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During rebate validation, the wireless phone number submitted showed a rebate was already provided to this wireless phone number.
Actions to take:
Review the phone number provided on the resubmission letter. Is this the correct phone number for your T-Mobile wireless phone?
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If YES: According to the terms and conditions of this offer there is a limit of one rebate offer per wireless number per 11 total months. If you already received a rebate on this account in the past 11 months, you are currently ineligible for a rebate on a handset purchase. Please return to your T-Mobile store or T-Mobile.com at 11 total months to review if you are eligible for a handset upgrade.
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If NO: Please contact T-Mobile Rebate Customer Care > to provide them with the correct wireless phone number.
Reason:
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According to the terms and conditions of this offer there is a maximum of five rebates per address during any 12-month period for consumer accounts and a maximum of 100 rebates per address for corporate liable accounts.
Actions to take:
Please contact T-Mobile Rebate Customer Care > if you believe this to be in error.
Reason:
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The 15-digit IMEI (Handset ID) number that you provided is not associated with a phone or device that has a rebate on your date of purchase. It may also not be a valid IMEI (Handset ID) number.
Actions to take:
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Double check your IMEI (Handset ID) number: To find your T-Mobile phone 15 digit IMEI (Handset ID) number press *#06# on your phone and hit send. The IMEI (Handset ID) number is also found on the white sticker label required for submission (if you have a photocopy of your submission materials).
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Contact T-Mobile Rebate Customer Care > to verify the correct IMEI (Handset ID) number was submitted (numbers were not accidentally switched or skipped).
Reason:
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The rebate program is closed. Mail postmarked after the last submission date on the rebate form is returned to sender.
Actions to take:
Open your rebate submission to verify the correct form was sent for your date of purchase.
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Check the purchase date on the proof of purchase (receipt) submitted for the rebate.
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Compare the date of purchase to the rebate offer dates- located on the rebate form.
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For New Activation/Pay As You Go (Prepaid) rebates: Located in the first bullet point under CONDITIONS
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For Upgrade rebates: Located on the rebate form in the section titled Upgrade Fulfillment Must Be As Outlined:
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If the date of purchase is NOT within the dates on the rebate form:
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Go to T-Mobile Rebates Home Page > and search for the correct rebate form, if applicable.
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Resubmit with the correct rebate form (completed) per the instructions on this rebate form.
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Resubmit to the address on the new rebate form. DO NOT USE THE ORIGINAL REBATE ADDRESS.
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If the date of purchase IS within the dates on the rebate form: Per the terms and conditions on the rebate form, the rebate submission MUST be postmarked by the final submission date.
• Submitting A Rebate [Completing The Rebate Form]
You may complete your rebate information online BUT MUST STILL MAIL-IN THE ADDITIONAL REQUIRED MATERIALS FOR REBATE VALIDATION. Completing the online form improves accuracy of your submission information and processing quality. Please remember that ALL supplemental rebate materials, including the ORIGINAL white sticker label, with all barcodes, from the handset packaging, must be submitted to the address on the Online Confirmation Page. This confirmation page will outline all the needed mailing information once completed.
To begin completion of the form on this Web site, collect all supplemental rebate materials to be mailed and click here > to search for the rebate offer.
In order to agree to the terms and conditions of the offer, we request that you review them before checking the box. You may automatically check the box by pulling up the terms and conditions link (underlined in the sentence accompanying the check box). Once these terms and conditions have been opened, the check box will be entered.
You may locate your IMEI (Handset ID) by pressing *#06#, followed by pressing the SEND button, on the handset or device to be submitted for rebate processing. Periods, dashes, and backslashes may display when the IMEI (Handset ID) number is queried from the handset/device. The IMEI (Handset ID) will have 15 digits. You do not need to enter any periods or dashes in the rebate form.
We recommend you locate all account information by logging into your personal T-Mobile Web portal through my t-Mobile.com >. If you have not signed up for a My T-Mobile account, please click here to register >. My T-Mobile is a free service. Pay As You Go (Prepaid) plans are currently not eligible to register.
You may also find your Billing Account Number on your last T-Mobile account statement.
You may locate your phone number by pressing #NUM# or #686#, followed by pressing the SEND button, on the handset or device to be submitted for rebate processing.
Upon purchase, each T-Mobile phone or device is packaged with a white sticker label; in most cases this label is located on the outside of a phone or device box. This sticker label contains several barcodes. The entire label, with all barcodes, should be cut or removed from the packaging. The original version of this label must be included with the rebate submission or T-Mobile cannot credibly verify the originality of the phone/device. Photocopies of this label cannot be accepted for the rebate submission.
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Return to the store of purchase and request an additional copy of your receipt.
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If purchased online, use a printed online confirmation page to resubmit for the rebate or to request alternate proof of purchase from the Web retailer.
We do recommend that you submit all rebates with the phone number being brought in from another company if that number will be ported within 4 weeks. Please do NOT submit any temporary or transitional phone numbers, if possible.
Rebate offers are time sensitive. If the time to submit the rebate offer has ended, we will not receive the rebate. Rebate submissions postmarked after the last submission date will be returned to the sender by the postal service. We recommend that you check www.tmobilerebates.com > on a regular basis for future programs that may be of interest to you.
All rebates NEED to be mailed to the address on the rebate form or Online Confirmation Page. Rebates cannot be applied to your T-Mobile bill. Do not send in your rebate form with your T-Mobile bill for processing.
Here are some guidelines to deciding which type of rebate form you need:
NEW CUSTOMERS:
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A new line of service (phone account) was recently started (service was activated) OR…
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A new line of service (phone account) was recently added to an existing account, even if that account has a long-standing T-Mobile customer.
EXISTING CUSTOMERS:
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Your T-Mobile phone account has been active for AT LEAST 11 total months AND…
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You purchased a new phone/handset for that phone account because that account was active for 11 total months or longer.
The Existing Customer forms (Upgrade) are separated by the store or type of handset upgrade purchase. New Customers need to submit a different form (see above).
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Customer Care and my.t-mobile.Com (Web): A handset upgrade purchase was performed by talking to a T-Mobile Customer Care representative or through an online account on my.t-mobile.com. No other phone upgrade centers or Web sites apply.
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T-Mobile Retail Store: A handset upgrade purchase was performed at a T-Mobile owned retail store. This does not include an Exclusive T-Mobile Agent Partner or any store that is not directly owned by T-Mobile, USA.
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T-Mobile Authorized Dealer: A handset upgrade purchase was performed by any big name retail store or any store selling T-Mobile service under a separate business name or as a T-Mobile Exclusive Dealer.
If you still have questions regarding which form to use, we recommend you contact the location of handset upgrade transaction and ask for clarification.
The Web submission section of this Web site is only for T-Mobile owned business transactions through the direct Business Sales Channel. If you are a business that purchased your handsets through a T-Mobile Business Representative, please contact your T-Mobile sales representative for your login and password.
Lost Password? >
Are you having difficulty logging into your account? >
• Qualifying For A Rebate
We recommend you locate all account information by logging into your personal T-Mobile Web portal through my t-mobile.com >. If you have not signed up for a My T-Mobile account, please register >. My T-Mobile is a free service. Pay As You Go (Prepaid) plans are currently not able to register at this time.
Your rate plan will be displayed under the Plan and Services tab. Many customers may make rate plan changes on the site. If you discover your rate plan is currently not eligible for a rebate, you may change it to an eligible rate plan and submit your rebate immediately after an upgrade to a qualifying rate plan (Family Time plans are currently ineligible for changes on My.T-Mobile at this time, you may contact T-Mobile Customer Care > to make Family Time changes). You may find the qualifying minimum rate plan requirements on the rebate form under the Conditions section.
You may also visit the location where you performed your handset purchase to upgrade your rate plan or any T-Mobile Retail Store > location.
If you no longer have the white sticker label, per the instructions on the rebate form, we cannot, under the terms and conditions of the rebate, validate the phone/device. The original (not photocopied) version of this label has a unique code, which indicates purchase of an authentic T-Mobile phone or device. The unique copy of this label must be included with the rebate submission or T-Mobile cannot credibly verify the originality of the phone/device. Review these terms and conditions >.
No, the rebate validation will not take any extra time due to a phone number port. We do recommend that you submit all rebates with the phone number being brought in from another company. Please do not submit any temporary or transitional phone numbers, if possible.
• Status Of A Rebate Submission
Valid rebate requests that have all materials properly submitted and mailed to the address on the rebate form will receive a rebate within 6 to 8 weeks.
You may check the status of your rebate submission at any time by using our Rebate Status > page.
It can take anywhere from 3 days to 28 days to view your rebate status online. If you do not see your status online 28 days after mailing your rebate submission, please contact T-Mobile Rebate Customer Care >.
• Getting Help with Your Rebate
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