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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. How can I check whether a top up was successful?
    Simply log in to My T-Mobile and check your remaining balance - this should be displayed on the main screen. If you want to see when your payment went through, select 'Payment history' on the left.

    You can also check your balance by calling 150 from your T-Mobile phone.
  2. Can I find out how I've spent my credit?
    If you're the account holder (meaning the phone's in your name), you can see details of your mobile use over the past 30 days or 100 transactions by logging in to My T-Mobile and selecting 'Recent use' on the left.
  3. How much can I top up using each different method?
    A minimum top up amount of £5 applies to each method.

    Text Interactive menu Calling us Online E Top-up E-voucher Cash point
    Any amount between £5 and £95 in £5 increments £5 Any amount between £5 and £200 in £1 increments Any amount between £5 and £200 £5 £5  
    £10 £10 £10 £10
    £15 £15 £15 £15
    £20 £20 £20 £20
    £25 £25 £25  
    £30 £30 £30 £30
    £35 £35 £35  
    £40 £40 £40 £40
    £45 £45 £45  
    £50 £50 £50 £50
    Tip: If you're topping up using your mobile or online, you may find you can't top up more than £30 in a 30 day period. This is because the billing address for the registered card you're using doesn't match the address you gave us when you signed up for My T-Mobile, bought your mobile or registered your details over the phone.

    If you want to top up more, register a card with a billing address that matches the address in our records.
  4. How can I top up if the shops aren't open?
    If you need more credit at an odd hour it's best to top up using your mobile
  5. I should have free credit from a T-Mobile promotion but it hasn't been added to my balance.
    Often, to get the free credit you need to:

    • Top up a minimum amount in a single transaction e.g. £10 not £5
    • Top up a minimum amount in a certain timeframe e.g. 30 days from when you registered for the promotion
    And in lots of cases the free credit won't be added until a later date. Check the terms and conditions for the promotion.
  6. How do I top up if I'm going abroad?
    Topping up while you're abroad is nearly the same as topping up at home. You can choose to top up:

    If you're topping up by calling or texting, you'll need to make sure these are supported by networks in the country you're visiting.
  7. Why can't I top up more than £30 using my mobile or in My T-Mobile?
    You've given us your address at some stage - this may have been over the phone, when you bought your mobile or when you signed up for My T-Mobile. When you top up with a registered card, we check that the address you gave us matches the card billing address. If these addresses don't match, the maximum you'll be able to top up over the phone or online in a 30 day period is £30.

    If you want to top up more, register a card with a billing address that matches the address in our records. And check your address details in My T-Mobile to make sure they're all correct.
  8. I'm trying to top up through My T-Mobile but my card is being declined.
    Lots of us have more than one card and it's easy to get them mixed up. Try entering the last four digits and security code for another card in case you registered that one instead.

    Your card may also be declined because:

    • You've reached your credit limit
    • You don't have enough money in your account
    • Your card has expired
    The best way to get around this is to simply register another card - you can register up to four.
  9. I tried to top up through My T-Mobile but I think it failed.
    If you tried to top up online and got an error page or if you think it failed for another reason, you can check whether the payment went through by:

    • Logging into My T-Mobile
    • Selecting Top up now
    • 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 from your T-Mobile phone.
  10. What should I do if I lose my E top-up swipe card?
    There's no need to panic because there isn't any money stored on the card. No one else can use the card either because it's linked to your mobile number only.

    So just pick up another card for free at any shop displaying the sign below.
    E top-up
    To link this new E top-up card to your phone, simply dial 150 from your mobile and follow the voice prompts.
  11. I tried to top up using an E top-up swipe card but it didn't work.
    First check your receipt to see if your payment was successful. If it wasn't, you'll have to return to the shop and try to top up again.

    If your payment was successful, check you're using the right card. If you have other swipe cards that are linked to different mobile numbers, you may be topping up another mobile.

    Tip: If you have more than one E top-up card, make sure you write the phone number each card is linked to on the back so you don't mix them up.

    If you're definitely using the right card and the payment was successful, your card may be faulty. Contact us on 150 and we'll add the credit to your account once you've faxed us the receipt.
  12. My E-voucher top up didn't work. What should I do?
    First, make sure you're entering the voucher number correctly. This means:

    1. Calling 150
    2. Selecting option 1 then 2
    3. Entering the 16 digits on the voucher
    4. Pressing #
    Secondly, make sure you're not entering details for an old voucher. This is easy to do if you use vouchers to top up regularly, and you don't throw them away after you've used them.

    If you're sure it's a new voucher and you're entering the number correctly, we'll need to investigate. Please send proof of purchase, the voucher, your contact address and phone number, and a note explaining why you're returning it to:

    T-Mobile (UK)
    Customer Administration
    6 Camberwell Way
    Doxford Technology Park
    Doxford
    Sunderland
    Tyne & Wear
    SR3 3XN

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