How do I pay for apps and tracks on T-Mobile?

     
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If your phone uses a Google, Nokia, Windows or BlackBerry app store, you can buy apps and add the cost to your monthly bill or take it from your pay as you go credit.

 

It's quicker, easier, and safer than tapping in your card details and means all your phone costs sit in one manageable place.

What app costs can I add to my bill?

What app costs can I add to my bill?

Below is a list of App Stores where you can pay for apps from your bill or pay as you go credit - and what EE, T-Mobile and Orange plans you can do it on. Please note, you cannot do this on apps purchased from the Apple app store.

App store OS version Brand-app billing available on Payment types
Google Play Android 2.2 and above EE & T-Mobile One-off app purchases
In-app purchases
Windows Marketplace Microsoft Windows WP7.5+ and above EE, T-Mobile & Orange One-off app purchases
In-app purchases
BlackBerry App World 2.1 and above (BBOS) BlackBerry OS4.5 and above (not BlackBerry 10) EE, T-Mobile & Orange One-off app purchases
In-app purchases
Subscriptions
BlackBerry World (BB10) BlackBerry 10.0 and above (not BlackBerry OS) EE & T-Mobile One-off app purchases
In-app purchases
Subscriptions
Nokia Store, Nokia Music Store (previously Ovi) Symbian S40 and S60 Orange One-off app purchases

How many apps can I add to my bill?

How many apps can I add to my bill?

When you joined our network, your account would have been given a credit threshold based on your credit check. This determines how many additional charges you can add to your bill.

If you purchase enough apps to exceed your account credit threshold, you may find your account is suspended and you'll need to dial our interactive voice response (IVR) to make a payment against your account to unsuspend it.

You also need to be aware that T-Mobile and EE have a limit on how much you can spend on any one individual app purchase, which is £15, so if you want an app that costs more than £15 you'll not be able to add it to your mobile network bill - you'll need to pay by credit/debit card.

Orange has a similar limit, but it's £30 a month, meaning you won't be able to add more than £30 worth of additional app purchases to your mobile network bill in your monthly allowance cycle. If you reach the maximum limits, you'll be asked to pay for the app by another method (credit/debit card/PayPal).

How does an app purchase appear on my bill?

How does an app purchase appear on my bill?

This can vary depending on whether you use Android, Windows or BlackBerry. Normally the first 13 characters of the name of any Android apps purchased will appear on the pay monthly bill in the Services from other companies section. It can also appear as Application, without the name of the app.

If you need to confirm which apps you've purchased on your mobile bill, you need to log in to your app store account and view how you paid for the apps purchased.

Good to know

App purchases will appear as a charge that already includes VAT.

The VAT is applied to the individual charge and is not added to the total value of the bill.

Is the data used to download the app included in the cost?

Is the data used to download the app included in the cost?

No, data is charged at standard rates or included in your data allowance if you have one.

Top tip

Downloading over WiFi is always recommended to avoid excessive data charges when downloading apps, particularly large apps.

Can I choose not to charge apps to my bill?

Can I choose not to charge apps to my bill?

Yes, when you set up your app store account you can select another method of payment and this will become the default method of payment you are shown for all future app purchases.

If you have already selected 'Mobile Network' as your preferred option, you can log in to your app store account and change this in your settings. If you want to completely block this option from your app store, you can have a content bar added to your mobile account by calling EE, Orange or T-Mobile.

Why is an app showing on my phone/account when I didn't purchase it?

Why is an app showing on my phone/account when I didn't purchase it?

Check your app store account. If the app doesn't show, ensure you check the list for apps installed as well as apps purchased but not installed.

If you still can't find the app, but feel you have been charged for it, please contact your app store provider. Contact details can normally be found on the home page of the app store when you access it, but are also often links from any email confirmations you received.

If you do have the app, but feel you didn't purchase it yourself, you'll need to contact the app developer to discuss how the app was installed on your phone.

What if I purchase an app and then change my mind and want to cancel the purchase?

What if I purchase an app and then change my mind and want to cancel the purchase?

On Android, there is a 15-minute window within which you can change your mind and cancel the purchase. If you choose to cancel the purchase within 15 minutes, you need to request a refund via the app itself by clicking on the app and selecting 'refund'.

The 15-minute 'cooling off' period is only available on Android, BlackBerry and Windows do not offer this service and this is made clear in their terms and conditions.

If you want to cancel your purchase outside of the 15-minute window (Android) or immediately (Windows/BlackBerry), you will need to contact the app developer, which you can do by clicking on the app, where their email and website address will usually be listed.

I tried cancelling the app, but it's still charging me. What can I do?

I tried cancelling the app, but it's still charging me. What can I do?

Check your app store account: ensure the app has been fully uninstalled from your device and app store account. If the app has a regular subscription, like a magazine for instance, you need to ensure you accessed the app and cancelled that subscription directly.

If you've done all of this and you're still being charged, you'll need to contact the app store payment team, which you can do from the app store's online homepage.

If a developer agrees to refund my app purchase, where will the refund go?

If a developer agrees to refund my app purchase, where will the refund go?

App refunds will be made to your app store account as a credit for you to spend against future app purchases - it will not go back onto your mobile bill as a credit, you will still be charged for the app on your mobile network bill.

The app doesn't work. What should I do?

The app doesn't work. What should I do?

Ensure you've downloaded the latest version. If the app is still not working, you'll need to contact the app developer. You can do this by clicking on the app itself, where information on how to contact them is usually provided. You can often also view the app in the app store, where there will be an option to 'report a problem' or email the developer directly.

How do I check if an app I've purchased has a regular subscription?

How do I check if an app I've purchased has a regular subscription?

Log in to your app store and click on the app you've purchased, where you'll find info on the charge. Any app with a regular subscription would also be confirmed in the email you receive from your app store confirming the purchase.

A subscription can be daily, weekly, monthly or yearly. The details of the subscription will be on your payment account in the app store. If you chose to accept a regular subscription and pay on your mobile bill, it will be paid via your mobile bill at regular intervals until you cancel the subscription.

Does an app subscription stay active if I move to a different operating system?

Does an app subscription stay active if I move to a different operating system?

Any app subscription you buy is not with the device, it's with the app store via your app store account. The subscription will stay active until you cancel it, even if you moved from an Android handset to a Windows handset.

If you're changing devices and moving to a different operating system (Android, BlackBerry, Windows) and no longer wish to have a subscribed app on your current device, you must cancel that subscription or you will continue to be charged on your bill - even if you move to another operating system.

Are there any limitations on the size of the apps that can be downloaded via my mobile data network?

Are there any limitations on the size of the apps that can be downloaded via my mobile data network?

Yes, apps over 20MB must be downloaded via WiFi or by connecting your phone to a PC/Mac.

Can I buy from the app store if I am abroad?

Can I buy from the app store if I am abroad?

Yes, but roaming data charges may apply.

Before you travel

Check charges for the country you're travelling to with our roaming costs calculator.

 
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Last updated: 30/11/2018
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