Learn about the different things that may impact your mobile365 bill. For more info, once you're in the Bill details screen, select the Download PDF button to view the summary or detailed bill.
On this page:
Apps & content purchases
You can purchase apps, subscription services, and other content from mobile365, partners and third-party providers.
- Some storefronts, such as Google Play Store support carrier billing which allows you to bill up to $80 of third-party content (including in-app purchases) per line per month to your mobile365 account. (Limit can't be changed or waived).
- Prepaid accounts must use a credit card or debit card.
To prevent purchases, you can use:
- Content Blocking, a free service offered that lets you block chargeable content billed through mobile365.
- Family Allowances, manage usage for all your lines. Included with some plans, others incur a small monthly fee.
- Storefronts may offer parental controls to prevent unwanted purchases – including in-app purchases.
Before uninstalling a subscription-based app, make sure you cancel the subscription, or you will continue to be charged.
- Cancel your subscription in the app menu. If you can't cancel your subscription, contact the third-party content provider.
- Uninstalling the app does not cancel the subscription.
- Subscription begins the day you subscribe, which is different from your mobile365 bill cycle.
- Charges for third-party subscriptions, even if canceled mid-subscription, are not prorated.
- Due to the difference in billing cycles between your mobile365 account and the subscription, after you cancel an app subscription, you may see a charge on your next bill.
- Also referred to as Text-to-Give, you can bill a one-time or a recurring donation to your mobile365 bill.
- To opt out, send a text message to the short code with one of the following: QUIT; STOP; END; or CANCEL. You'll receive a cancellation confirmation. If you don't remember the short code, check the Bill support page for how to view your usage.
Government taxes, fees & charges and mobile365 fees & charges
Many mobile365 plans, such as Magenta and Magenta MAX, include recurring monthly taxes and fees in the service plan price. For plans that have taxes and fees excluded, taxes, fees, and other charges apply. Additionally, beginning 2/19/2022, for upgraded or optional add-on services, including but not limited to Stateside International Talk and Text, Global Plus, and Family Mode, taxes and fees apply separately, even for customers with service plans with taxes and fees included. Find more information on your bill or receipt or visit your state government website to learn more.
Government Taxes & Fees
mobile365 is required to collect these taxes and fees. These taxes and fees are remitted to the jurisdiction assessing the tax, fee or charge. There may be other taxes and charges not listed that we are required to collect and remit to the required jurisdiction.
- State and Local Required 911 Surcharges: Some states and localities require wireless carriers to collect a fee for 911 funds. These fees vary by state and locality.
- State and Local Taxes: States, counties, cities, and special taxing districts may assess various taxes on wireless communication services, sales and rentals of wireless phones, and other services mobile365 provides. These fees vary by state and locality.
mobile365 Fees & Charges
These fees and charges are not government taxes or government-imposed fees and are not amounts we are required by law to collect. There may be other fees and charges included on your bill that are not listed, depending on where you reside or receive services.
- Federal and State Universal Fund Assessment:
- Federal: The rate of this monthly charge can vary quarterly based on the USF contribution factor established by the Federal Communications Commission. All interstate telecommunications service providers are required to contribute to the Federal Universal Service Fund (USF). The Federal USF subsidizes telecommunications services in rural and high-cost areas, services for low-income consumers, and services for schools, libraries, and rural health care providers. mobile365 charges a monthly fee per line to recover the cost of these contributions and may include other charges also related to this governmental program. There are different assessment rates applicable to various services (e.g., International calls).
- State: Telecommunication service providers may also be required to contribute to State Universal Service Fund (USF). The funds collected may be used to assist in providing universal service and to a variety of other programs at the state level. This charge is not a tax or government-imposed fee.
- Regulatory Programs & Telco Recovery Fee: This fee is not a government tax or imposed by the government; rather, the fee is collected and retained by mobile365 to help recover certain costs we have already incurred and continue to incur.
- The Regulatory Programs component helps defray costs for funding and compliance with government mandates, programs and obligations, like E911 or local number portability.
- The Telco Recovery component helps defray costs and charges imposed on us by other carriers for delivery of calls from our customers to theirs and for certain network facilities (e.g., leases), operations, and services we obtain to provide you with service.
- Voice lines: $3.49 per line every month (Regulatory Programs $0.50; Telco Recovery $2.99)
- Mobile Internet lines: $1.40 per line every month (Regulatory Programs $0.12; Telco Recovery $1.28)
- Gross Receipts Recoveries: Some states, counties, and cities impose gross receipts taxes and excise taxes on telecommunications providers, which may cover wireless communications services, sales and rentals of wireless devices, and other services mobile365 provides. mobile365 may choose to recover the costs associated with these gross receipts taxes by charging customers a monthly recovery fee on each line of service, and other local charges we recover.
Other Fees & Charges
- $20 per line, for the first three lines, plus tax, and is due when you restore service after a non-payment service interruption.
- This appears on your bill as "Restore from Suspend".
- See Account suspensions for more details.
- $35 device connection charge due at sale.
- $5 for each bill reprint through Customer Care.
- One free reprint per calendar year. Each additional month will be charged a $5 fee.
- Download and print up to 18 previous bills for free by logging in to your My mobile365 account.
- This appears on your bill as "Bill Reprint Fee"
- $2 fee charged for providing an itemized bill which lists all local, long distance and roaming calls.
- This appears on your bill as "Detailed Billing All"
- Late fees can be avoided by paying your bill by the payment due date or setting up AutoPay, which can be through your account online or in the mobile365 app.
- A late fee of the greater of 5% of applicable monthly charges or $7 or the maximum amount allowed under state law is applied to your account if not paid by the due date.
- Washington D.C., Maryland, and New York have the following percentages for calculating late fees:
- Washington D.C.: 2.0%
- Maryland: 1.66%
- New York: 2.08%
- This appears on your bill as "Late Fee for invoice".
- mobile365 charges a $15 fee to change your phone number.
- This appears on your bill as "One time charge for MSICHG".
- See Change your phone number for more details.
- You will be charged a non-refundable fee of up to $500 if:
- You do not mail the device within 7 days.
- You mail us a different device.
- The device has physical or liquid damage.
- This appears on your bill as "Warranty Non-Return Fee".
- There is a $10 fee for payments and payment arrangements in assisted channels.
- This appears on your bill as "Payment Support Fee".
- You can also pay and set up payment arrangements online for free.
- When returning a device to retail, you may be charged a $20 - $70 restocking fee depending on the full retail price of the device.
- This fee is charged in store at the time of return.
- This fee is based on location and will vary from state to state.
- This appears on your bill as "Returned Payment Fee".
- Assessed in the event an account is referred to a third-party collection agency.
- Calculated as a percentage of the amount due to the extent permitted by applicable law.
- This appears on your bill as "One Time charge for outside collection fee".
Adjustments & refunds
Adjustment
Expecting an adjustment? Keep the following in mind:
- Adjustments listed in the Monthly Summary under Credits & Adjustments
- The amount will be deducted from the Total Current Charges.
Deposit refund
Most deposits are returned after 12 months of active services if your account has stayed in good standings
- Returned deposits are applied to your account balance first.
- Interest is applied at the rate the law requires.
- We refund deposits on final credit balances upon request unless otherwise required by law.
- Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.
- You can request any remaining deposit credit balance to be refunded to the original payment method or prepaid card.
Payment refund
- Payments older than 12 months from the date of request are not eligible for refunds
- Some credit balances aren't eligible for a payment refund and will apply toward your future monthly charges.
- Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.
- Once your refund request is submitted, we will provide you with the refund decision. Some situations require manual review, which is typically completed within one business day, and decision results are sent via text message.
| Refund Method | Refund Requirements & Time Frame |
|---|---|
| Checking/Savings account |
|
| Credit/Debit card |
|
| Prepaid card |
|
Change your due date
Thinking about changing your due date?
- Account holders can request a due date change once per account lifetime.
- Payments must be on time for the last 6 months.
- Military branch, company, organization, or government agency discounts will be lost if you change your due date.
Bill impacts
- AutoPay payments automatically process according to your original due date, and your new due date once the change occurs.
- Automatic bill credits for promotions are not applied to prorated charges, these will continue the next full billing cycle after the change.
- All bills afterward will be for 1 month's charges, for your new bill cycle and due date.
- Installments for Extended Payment Schedules are included on each new billing statement, including prorated statements.
- Equipment Installment Plans and JUMP! on Demand charges are not prorated. Each new, full billing statement will have an installment.
Additional details to consider
Most accounts are billed for services at the beginning of the cycle and the bill is due within the same bill cycle.
- As you are billed after the bill cycle begins, you will have 2 payments due in a short period of time if you change your due date.
- The next bill will be larger because it includes a full month of charges for the new bill cycle, and prorated charges for the current bill cycle.
Older accounts may be billed for services after the bill cycle is closed and will include plan and service charges through the end of the current bill cycle.
- Your next bill will be for your old billing cycle.
- The following bill will be a prorated bill that covers a partial month from the end of the previous cycle to the beginning of the new one and it will reflect your new due date.
- This means that to move to a new due date, you will have 2 bill payments due in a short amount of time.
If after reviewing, you still want to make the change, let us know so we can help you get started.
Payment issues
Don't stress over your mobile365 bill. We can help if you're experiencing an issue with your payment.
To make life easier we recommend using AutoPay - sign up today!
Payment timelines
- Electronic or in-store payments usually post to your account right away but can take up to one day.
- AutoPay payments are completed automatically each month two days before your due date.
- Third-party cash transfers through services like Soft gate or RPPS post within seven days.
- Mailed payments are posted within ten days from the mail date.
Returned payments
If your payment is returned, keep the following in mind:
- Bank fees that result from attempts to collect payment are your responsibility.
- Electronic check payments will not be accepted for at least 30 days.
- Continued returned payments or invalid checking account numbers may permanently block you from using electronic payments, and service may be disconnected.
Late payments
If you're experiencing financial problems and need additional time to make your payment, consider a payment arrangement to help you get on track.
- Payment of the past due balance is the only way to keep active service.
- If you have disputed charges, we recommend paying the full amount due to avoid service interruption and late fees. Credits will be applied to a future bill.
Is your payment missing?
If you have more than one mobile365 account, check all your accounts to see if the payment has posted to the wrong account. If not, check with your bank or credit card provider. If they processed your payment, but it's not reflecting on your mobile365 account, please collect as many details as you can before contacting us:
- How, when, and where you made the payment
- Specific payment method including the last four digits of the payment method, if applicable
- Exact payment amount
Once you have reviewed this information, submit your missing payment findings so we can open a missing payment request.
If a text message link from mobile365 brought you here, you'll need to provide additional payment documentation. Use these details to determine what is needed.
Important: Don't include sensitive information (full SSN, account numbers, etc.). We only need your full name, the last four digits of your SSN, and your mobile number to verify your identity. Omit any sensitive information.
Check: We need a copy of the front and back of the cashed check. To get a copy, visit your banking website or your local branch.
Money order: We need a copy of the front and back of the cashed money order. You should be able to get a copy at the place of purchase.
Credit/debit card: We need the credit card or debit card statement showing the first six and last four digits of the card or debit card number and payment transaction.
Electronic check: We need the bank statement from the account you used to make the payment, showing the last four digits of the account number and the payment in question. The statement also needs to show the missing payment with the running balance.
Note: This is not the same as an account summary.
Online bill payment (such as a bank or credit union): We need the front and back copy of the check, or a copy of the electronic transfer confirmation with the routing or reference number.
We need a computer-generated Store Payment Transaction receipt.
We need a copy of the transaction receipt for payments that were made at a third-party payment agency.
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