It's fantastic that you're considering T-Mobile's "Keep and Switch" program! It's a popular option for those who want to switch carriers without having to buy a new phone and get reimbursed for their old one. Let's dive into the details to help you make a smooth transition.
How Does T-Mobile Keep and Switch Work? A Comprehensive Guide to Seamless Switching
Are you tired of your current carrier but love your phone? T-Mobile's "Keep and Switch" program might be exactly what you need! This fantastic offer allows you to get reimbursed for the remaining balance on your current device when you switch to T-Mobile from an eligible carrier. It's designed to make your move as easy and affordable as possible, allowing you to keep your beloved device and enjoy T-Mobile's nationwide 5G network.
But how exactly does it work? Let's break down the process step-by-step to ensure you qualify and receive your reimbursement without a hitch.
Step 1: Engage and Assess Your Eligibility
Before you get too excited about all the un-carrier benefits, the very first thing you need to do is check if you and your phone are eligible. This is the most crucial step, as it lays the foundation for a successful "Keep and Switch" experience.
Sub-heading: Are You and Your Current Carrier on the List?
T-Mobile's "Keep and Switch" program isn't universal. It's specifically designed for customers switching from select postpaid carriers. Currently, these typically include:
Verizon
AT&T
UScellular
Claro
Xfinity Mobile
Spectrum Mobile
Liberty (Puerto Rico)
As of May 2025, Cox and Carolina West Wireless are also being added.
Important Note: This offer is not available for port-ins from Prepaid carriers (including T-Mobile Prepaid and Metro by T-Mobile), free Google Voice services, or any MVNOs using T-Mobile's network. Also, if your number has been with T-Mobile within the last 90 days, it won't be eligible.
Sub-heading: Is Your Phone Ready for a New Network?
Your phone itself needs to meet certain criteria:
Device Eligibility: Most phones currently on a payment plan with an eligible carrier will qualify. However, it's always a good idea to check the specific list of eligible devices on T-Mobile's "Keep and Switch" page to be absolutely sure. Very new or expensive phones might sometimes be excluded.
Device Payment Plan: You must have an active device payment plan with your current carrier for at least 90 days and have made at least three successful minimum payments towards it.
Unlocked Status: This is paramount! Your phone must be unlocked by your current carrier before you attempt to port your number to T-Mobile. Many carriers require you to pay off the device in full before they will unlock it.
Do NOT port your number to T-Mobile until your phone is fully unlocked! This can lead to significant headaches and delays.
Step 2: Gather Your Documentation and Prepare Your Device
Once you've confirmed your eligibility, it's time to gather the necessary paperwork and prepare your phone for its new home.
Sub-heading: Securing Proof of Your Device Balance
You'll need concrete proof of what you owe on your current phone. This typically means obtaining a PDF of your most recent bill or a screenshot of your device financing details from your current carrier's website. This document must clearly show:
Your previous carrier's name.
The phone number you will be porting to T-Mobile.
The make and model of the phone.
The remaining device payment balance.
The phone financing start date (to show you've met the 90-day requirement or number of payments made).
Pro Tip: Take screenshots of your device payment plan balance before you pay it off (if you decide to do so immediately) and before you leave your current carrier's online portal. This will ensure you have the necessary proof.
Sub-heading: Unlocking Your Device - The Freedom Step
As mentioned, your phone needs to be unlocked. Here's how this usually works:
Pay Off Your Device (If Required): Many carriers will only unlock a device once its financing agreement has been paid in full. Contact your current carrier to understand their specific unlock policy and to pay off any remaining balance.
Request an Unlock: After paying off your device (if applicable), formally request an unlock from your current carrier. This can often be done online, through their customer service, or by visiting a store. Be aware that the unlocking process can take 1 to 5 days depending on the carrier.
Patience is key here! Do not rush to port your number until you receive confirmation that your phone is unlocked.
Step 3: Make the Switch: Getting Your T-Mobile Service
With your phone unlocked and documentation in hand, you're ready to officially switch to T-Mobile!
Sub-heading: Choosing Your T-Mobile Plan and Activating a New Line
Select a T-Mobile Plan: Explore T-Mobile's various plans (e.g., Essentials, Magenta, Go5G, Go5G Plus) and choose one that best fits your data needs and budget. Remember, some plans come with additional perks like streaming service subscriptions.
Activate a New Voice Line and Port Your Number: This is where the actual "switch" happens. You'll need to:
Port in your existing phone number from your eligible previous carrier. This means transferring your number to T-Mobile.
Activate a new voice line of service with T-Mobile.
You can initiate this process online, by calling T-Mobile customer service, or by visiting a T-Mobile store. Have your previous carrier's account number and PIN/password ready, as these are crucial for a smooth port-in.
Crucial Reminder: Do not cancel your wireless account with your old carrier until your number has been fully activated on T-Mobile's network. This ensures seamless service and prevents losing your number.
Step 4: Submit Your Reimbursement Claim
You've made the switch, your phone is working on T-Mobile, and now it's time to get your money back! This is the redemption step.
Sub-heading: The Online Submission Process
Access the T-Mobile Promotions Site: Within 30 days of your qualifying transaction (activation and port-in), you must submit your reimbursement request. Go to promotions.t-mobile.com.
Log In: Use your T-Mobile ID and account credentials to log in.
Select "Keep and Switch": Navigate to the "Keep and Switch" or "Device Financing Reimbursement" promotion.
Enter Required Information: You'll need to provide details such as:
Transaction date.
Channel where the transaction took place (online, store, phone).
Confirmation that you ported your number.
Your previous carrier.
Select the phone numbers you are submitting for reimbursement (up to 8 lines per account).
A contact phone number for notifications regarding your submission.
Upload Documentation: This is where those screenshots and PDF bills come in handy! Upload the required images of your final bill and/or device financing details for each phone number you're claiming reimbursement for.
Accepted formats are typically .pdf, .jpg, or .png.
Image limits apply (e.g., up to 5 MB per upload, max 15 images).
The name and address on your old bill do NOT necessarily have to match your new T-Mobile account info.
Review and Submit: Carefully read the Terms & Conditions, agree to them, and then submit your request for processing.
Sub-heading: What to Expect After Submission
Processing Time: T-Mobile typically takes up to 3 days to provide a status update on your submission.
Reimbursement Timeline: Once your submission is approved and all qualifications are met, you can expect to receive your reimbursement via a virtual prepaid Mastercard within approximately 15 days.
Virtual Prepaid Mastercard: This card can be used online or in-store via accepted mobile payment apps. It does not have cash access and typically expires within 6 months.
Paying Your Old Carrier: Remember, T-Mobile does not pay your previous carrier directly. You are responsible for paying your previous carrier's final bill that includes your remaining phone payment balance. Your T-Mobile virtual prepaid Mastercard is your reimbursement for that payment.
Monitoring Status: You can check the status of your reimbursement by logging into the T-Mobile Redemption Center.
Step 5: Enjoy the Un-Carrier Life!
Congratulations! You've successfully navigated the "Keep and Switch" process. Now you can enjoy T-Mobile's network, benefits, and the freedom of having your previous phone's balance taken care of.
Frequently Asked Questions (FAQs) - How to Navigate Common Keep and Switch Queries
Here are 10 common questions about T-Mobile's Keep and Switch program, with quick answers to help you out:
How to Check Phone Compatibility for Keep and Switch? You can usually check your phone's compatibility directly on T-Mobile's "Keep and Switch" or "BYOD" (Bring Your Own Device) page by entering your phone's IMEI number.
How to Get My Phone Unlocked from My Current Carrier? Contact your current carrier's customer service or visit their website for instructions. Most require you to pay off any remaining device balance before they will unlock the phone.
How to Find My Current Carrier's Account Number and PIN? This information is usually found on your monthly bill, within your online account portal, or by contacting your current carrier's customer support.
How to Obtain Proof of My Device Payment Balance? Download a PDF of your most recent bill or take screenshots of your device financing details from your current carrier's online account, ensuring it shows the remaining balance and financing start date.
How to Submit My Keep and Switch Reimbursement Online? Visit promotions.t-mobile.com within 30 days of activating your T-Mobile line and porting your number, then follow the prompts to select the "Keep and Switch" offer and upload your documentation.
How to Know if My Reimbursement Submission Was Approved? You will receive a status update within approximately 3 days after submission. You can also check the status by logging into the T-Mobile Redemption Center.
How to Receive My Reimbursement Funds? Approved reimbursements are typically issued as a virtual prepaid Mastercard within 15 days of approval, which will be sent to the contact phone number you provided.
How to Use the Virtual Prepaid Mastercard? The virtual prepaid Mastercard can be used for online purchases or by adding it to a mobile payment app (like Apple Pay or Google Pay) for in-store transactions.
How to Handle My Final Bill from My Old Carrier? You are responsible for paying your final bill from your old carrier directly. The T-Mobile virtual prepaid Mastercard is your reimbursement for the device balance included on that bill.
How to Get Help if My Keep and Switch Submission is Denied? If your submission is denied, T-Mobile will typically contact you with the reason. You can also reach out to T-Mobile customer service or visit a store for assistance in resolving any issues.
