T-Mobile customers reporting fraud on their active account should contact us as soon as possible.

If you are not a T-Mobile customer and you have been contacted by a collection agency regarding an outstanding debt with T-Mobile that you are disputing as Identity Theft, we have an online form to fill out. An investigation will be completed within 30 business days (10 business days for CA residents) of receiving all necessary information and documents. Details containing the outcome of the investigation will be sent to the email address provided on the Dispute form.

1. Use the Dispute form to submit all applicable details. 
   • English dispute form 
   • Español dispute form 
2. Have the following documents available to upload to the form: 
   • Copy of an identity theft police report or an Identity Theft Report filed with the FTC (CA residents only)
   • Copy of your state/government-issued ID  

If you suspect fraud and your personal information is not currently with a collection agency, contact us as soon as possible.

As a victim of identity theft, the Fair and Accurate Credit Transaction Act (FACTA) entitles you to receive specific information pertaining to a disputed account/transaction under your personal information. Your request will be processed within 30 business days (10 business days for CA residents) from receipt of the written request, containing all necessary documents. The requested information will be sent by mail to the address provided during the request submission. 

Use the FACTA request form to request information through FACTA. Make sure you have the following documents available to upload:

• Copy of a police report for identity theft or an Identity Theft Report filed with the FTC (CA residents only)
• Signed affidavit from the FTC
• Signed written request detailing what information is being requested 
• Copy of your state/government-issued ID

The PIN/Passcode must have 6-15 non-sequential numbers and cannot be any of the following:

• Sequential (such as 3456789)
• Repeating (such as 4444)
• The beginning or end of the mobile number
• A mobile number on the account or your Billing Account Number
• Federal tax ID number, Social Security number, or date of birth

1. Open the T-Mobile app (learn how to install the app)
2. Select MORE > Profile settings > T-Mobile ID.
3. Choose the PIN/Passcode section.
4. Enter and confirm a new PIN/Passcode
5. Select Save. You will be sent a text confirming the PIN/Passcode update request.

1. Log in to your account on T-Mobile.com.
2. Select your name or My Account, then choose Profile > T-Mobile ID.
3. Follow the on-screen steps to complete any two-factor authentication.
4. In the PIN/Passcode section, select Edit.
5. Enter the PIN/Passcode. Re-enter to confirm.
6. Select Save. You will be sent a text confirming the PIN/Passcode update request.

1. Log in to My T-Mobile at www.t-mobile.com/prepaid or sign up with T-Mobile ID.
2. Open the menu and choose the My T-Mobile option from your account homepage.
3. Select My Profile > PIN.
4. Follow the on-screen steps to update your PIN.

• Device minimum requirement:
  • iPhone 5 or newer running iOS 7 or later
  • Android running Android 6 (Marshmallow) or later
  • App notifications enabled
    
• Postpaid lines must:
  • Set up a T-Mobile ID 
  • Downloaded the T-Mobile app 
  • Set up face or fingerprint recognition settings in the T-Mobile app.

1. Have the account Holder or authorized user contact us to set up your account for biometrics.
2. Once the account is set up, you'll be sent a notification to your device. Select it.
3. Follow the on-screen steps to complete biometric setup.

You can learn about a large number of Security & Privacy topics in our Privacy Education Center. Find out about cybersecurity & online safety, phone privacy, personal data requests, and more.

A security freeze prohibits a credit reporting agency from releasing any information from a consumer’s credit report without written authorization. Placing a security freeze on your credit report may delay, interfere with or prevent the timely approval of any requests you make for new loans, credit, mortgages, employment, housing or other services. A credit reporting agency may not charge you to place, temporarily lift, or permanently remove a security freeze.

 A fraud alert indicates to anyone requesting your credit file that you suspect you are a possible victim of fraud. A fraud alert does not affect your ability to get a loan or credit. Instead, it alerts a business that your personal information might have been compromised and requires that business to verify your identity before issuing you credit. Although this may cause some short delay if you are the one applying for the credit, it might protect against someone else obtaining credit in your name.

You will need to provide the following information:

• Your full name (including middle initial as well as Jr., Sr., II, III, etc.
• Social Security number;
• Date of birth;
• If you have moved in the past five (5) years, the addresses where you have lived over those prior five (5) years;
• Proof of current address such as a current utility bill or phone bill; and
• A legible photocopy of a government-issued identification card (state driver’s license or ID card, military identification, etc.). 

To place a fraud alert or security freeze on your credit report, you must contact the three credit bureaus: 

FTC Contact Information: You may also contact the FTC for further information on fraud alerts, security freezes, and how to protect yourself from identity theft. The FTC can be contacted at: 

• Mail: 400 7th St. SW, Washington, DC 20024 
• Phone: 1-877-382-4357  
• Online: www.consumer.gov/idtheft

State resources: Your state attorney general may also have advice on preventing identity theft, and you should report instances of known or suspected identity theft to law enforcement, your state attorney general, or the FTC. 

California Residents: Visit the California Office of Privacy Protection https://oag.ca.gov/privacy for additional information on protection against identity theft. 

Iowa Residents: The Attorney General can be contacted at the Office of Attorney General of Iowa, Hoover State Office Building, 1305 E. Walnut Street, Des Moines, Iowa 50319; by phone 1-515-281-5164; or at www.iowaattorneygeneral.gov. 

Kentucky Residents: The Attorney General can be contacted at the Office of the Attorney General of Kentucky,700 Capitol Avenue, Suite 118Frankfort, Kentucky 40601;by phone 1-502-696-5300; or at www.ag.ky.gov. 

Maryland Residents: The Attorney General can be contacted at the Office of Attorney General, 200 St. Paul Place, Baltimore, Maryland 21202; by phone 1-888-743-0023; or at  www.marylandattorneygeneral.gov/Pages/contactus.aspx. 

Massachusetts Residents: Under Massachusetts law, you have the right to obtain any police report filed in connection to the incident. If you are the victim of identity theft, you also have the right to file a police report and obtain a copy of it. 

New York: Visit the New York Attorney General’s Office website on data breaches https://ag.ny.gov/internet/data-breach for additional information on protection against identity theft. 

• If you ever suspect that you are the victim of identity theft or fraud, you have the right to file a report with the police or law enforcement. 
• In addition, you may contact the FTC or your state’s attorney general to learn more about the steps you can take to protect yourself against identity theft. 
• U.S. residents are entitled under U.S. law to one free credit report annually from each of the three major credit bureaus.
  Visit www.annualcreditreport.com or call toll-free from the U.S 1-877-322-8228. 
• Register your phone number on the FTC National Do Not Call Registry.
  If you continue to receive spam messages or calls, report it to the FTC at the same website. 
• 6 Ways to Avoid Telemarketing Fraud in the Scams & Fraud section on AARP's website.
• Online safety tips and advice in the Stop.Think.Connect website.
• Spam and phishing information in the StaySafeOnline website.