Upgrade your T-Mobile phone through My T-Mobile Account by logging in and clicking on the Phone option in the top menu. If an upgrade is available for your device, an Upgrade option is displayed under the My Phone menu. This option is only available for Simple Choice Plan users.
T-Mobile also allows users to exchange old or broken phones as long as they are still covered by warranty, as of 2015. First, contact T-Mobile to troubleshoot the device, then return the old phone once the replacement has arrived. Pack the old phone in the same box as the replacement phone along with the packaging material for protection. The phone must be returned within seven days of receiving the replacement phone to avoid a restocking fee. Send the old phone through UPS to the Return Center at 4500 Cambridge Road, Suite 100 Door 3, Fort Worth, TX 76155, along with the order form ID.
If a phone is lost or stolen, T-Mobile can suspend the line through the website. Under the Phone tab, select the Temporary Suspension option. Once the phone has been found or replaced, the line can be restored by following the same process. Contacts and other personal information can be transferred to the new phone if necessary.