Q: Does this new PIN/passcode replace the password on my account on My T-Mobile .com ?

No, this is in addition to your My T-Mobile password. It’s an extra numeric PIN/passcode that is required for anyone to access your account if you call Care or if you go to a T-Mobile retail store .

Question 1

Why did I get this message?

Accepted Answer

We want to alert you that our industry is experiencing a phone number port out scam that could impact you, and to encourage you to add our port validation feature, if you haven’t done so already.

Question 2

Why is this happening?

Accepted Answer

Fraudsters are attempting to compromise personal bank accounts by taking over and transferring phone numbers from one wireless provider to another. It’s a scheme that is affecting the entire wireless industry.

Question 3

What do I need to do?

Accepted Answer

We suggest you add our port validation feature to your account. To do this, you’ll need to call 611 from your T-Mobile phone or dial 1-800-937-8997 from any phone. The T-Mobile customer care representative will ask you to create a 6-to-15-digit passcode that will be added to your account.

Question 4

How does the new passcode protect my account?

Accepted Answer

If someone attempts to port your number from T-Mobile to another wireless carrier, the new carrier will be required to validate the request with T-Mobile using your passcode.

Question 5

Does this new PIN/passcode replace the password on my account on MyT-Mobile.com?

Accepted Answer

No, this is in addition to your MyT-Mobile password. It’s an extra numeric PIN/passcode that is required for anyone to access your account if you call Care or if you go to a T-Mobile retail store.

Question 6

Is there anything else I can do to protect my account?

Accepted Answer

Make sure you always have strong passwords on any online or mobile account. You may also consider checking with your bank to see if there is an alternative to using text-for-PIN authentication, such as email. For more information on privacy and security, please refer to our online privacy resources.

Protect against phone number port-out scams.

Contact Customer Care.