Got questions?

Question 1

What is the CCPA?

Accepted Answer

The California Consumer Privacy Act (“CCPA”) is a new data protection law that provides California residents with the ability to access personal data, delete personal data, and tell companies not to “sell” their personal data. Although the CCPA only gives California residents the right to make these requests, T-Mobile allows non-California residents to make the same requests about their personal data.

This includes all existing and former T-Mobile, T-Mobile Prepaid, Metro by T-Mobile, TVision, and T-Mobile for Business (Individual-liable) customers, as well as those who have never been a customer. T-Mobile for Business Corporate-Liable business accounts are out of scope for CCPA currently.

For our T-Mobile MONEY® customers, these choices will be offered through BankMobile. Please click here to read BankMobile’s Privacy Policy. For more information about the relationship between T-Mobile and BankMobile, please read our T-Mobile MONEY article on the Privacy Center.

For more information about how T-Mobile processes your personal data, please visit the Your Personal Data Choices section in our Privacy Policy.

Question 2

What are my personal data choices?

Accepted Answer

Whether you are a current T-Mobile customer, former customer, or have never been a customer, you have the ability to:

Access specific pieces of personal data;
Know about our privacy practices via our Privacy Policy;
Delete personal data we have collected about you;
Opt-out of the sale of your personal data; and
Be free from discrimination for exercising these rights.

Question 3

What is personal data?

Accepted Answer

Personal data is any information that identifies or could reasonably be linked to, directly or indirectly, an individual or household. Personal data includes "personal information" and similar terms as defined under applicable privacy laws. Personal data includes, but is not limited to, information such as your name, address, email address, phone number, e-mail address, unique identifiers (such as IP addresses, web cookies, web beacons, and mobile AdIDs), as well as other data like demographic data,T-Mobile passwords or PINs, payment data, device data, call records and other service data, profile data, and location data. For more information, please read our Privacy Policy.

Question 4

How does T-Mobile collect my personal data?

Accepted Answer

We collect personal data about you in four primary ways: directly from you, automatically from your use of our Products and Services (as those terms are defined in our Privacy Policy), from unaffiliated parties, and by using or combining personal data to derive additional personal data about you. The types of personal data we collect depend on your interactions with us and the nature of the Products or Services we provide to you. For more information, please read the How We Collect Personal Data About You section in our Privacy Policy.

Question 5

How does T-Mobile use my personal data?

Accepted Answer

The collection and use of your personal data are critical to the operations of most modern organizations— including T-Mobile. T-Mobile collects information required to open and service your account.

We also collect and use personal data about you for a variety of business and commercial purposes such as, but not limited to: to provide you customer service and technical assistance on our Products or Services (as those terms are defined in our Privacy Policy), process orders and payments, detect and protect you against security incidents and illegal or unauthorized activities, and to understand your interests and behaviors to customize your experiences through personalized content and advertisements for specific products and offers. For more information, please read the How We Use Personal Data About You section in our Privacy Policy.

Question 6

What is T-Mobile’s policy about the personal data of minors?

Accepted Answer

We do not knowingly solicit minors (anyone under the age of 18) to purchase our Products or Services (as those terms are defined in our Privacy Policy). Generally, if you purchase and authorize a minor to use our Products or Services by providing them a device or other access associated with your account, any personal data associated with their use will be treated as your personal data under our Privacy Policy. Where applicable, if you are the Primary Account Holder, you will have the ability to set the marketing and other preferences for any other lines on your account, including those for any minors to whom you provide a device.

Our Products and Services are not directed to children under the age of 13 nor designed to attract them, and we do not intentionally or knowingly collect personal data from anyone known to be under the age of 13. We encourage parents to be involved in the online activities (including Internet browsing and app usage) of their children to ensure that no information is collected from a child without parental permission.

Question 7

If I want to make a request to access or delete the personal data that T-Mobile has about me, what do I need to do?

Accepted Answer

Visit the T-Mobile Privacy Center on T-Mobile.com, click “Take Control,” and submit a personal data request or click here. You can make a request to “Access my personal data” or “Delete my personal data.” If you would like to make a request to delete and access your personal data, you must make separate requests.

If you are a T-Mobile customer, you can also call 1-800-937-8997 or 611 from your T-Mobile phone to have a Care Agent initiate your request.
If you are a T-Mobile for Business customer (individual-liable), you can also call 1-800-375-1126 or 611 from your T-Mobile phone to have a Care Agent initiate your request.
If you are a T-Mobile Prepaid customer, you can also call 1-877-778-2106 or 611 from your T-Mobile phone to have a Care Agent initiate your request.
If you are a Metro by T-Mobile customer, you can also call 1-888-863-8768 to have a Care Agent initiate your request.
If you are a TVision customer, you can also call 1-877-773-1563 to have a Care Agent initiate your request.

Keep in mind, while your Care Agent can initiate the request for you, you will need to verify your identity to complete the request.

If applicable, we recommend that you use your T-Mobile phone number and the email you provided when you first signed up for service or when you set up your myT-Mobile account. Providing these will help us locate your information in our systems.

After your request is submitted, you will receive an email from

no-reply=t-mobilesupport.com@mg.wirewheel.io on behalf of T-Mobile Support (no-reply@t-mobilesupport.com)

with instructions to verify your identity and finalize your request. To verify your identity, you must upload front and back images of a U.S. driver’s license, State ID card, or passport, as well as a current picture of you—like a selfie. Within 45 days, we will communicate with you via the email address you provided in the request and provide you with login information to a secure Personal Data Portal where we will either provide you the information you requested or confirm that we have deleted your personal data. In some circumstances, we may require an extension of time to respond. If we require an extension, we will notify you within the first 45 days.

If you have an existing T-Mobile account, we recommend that you use your T-Mobile phone number and the email you provided when you first signed up for service or when you set up your myT-Mobile account. Providing these will help us locate your information in our systems.

Question 8

I am a current/former T-Mobile customer that purchased multiple T-Mobile products using different emails, and had more than one phone number, and I want to make a Data Request. What do I need to do?

Accepted Answer

You will need to submit a separate request for each combination of personal emails and/or phone numbers you had as a T-Mobile customer.

Question 9

What info can I expect to see if I request to “Access my personal data”?

Accepted Answer

The Billing Responsible Party or Primary Account Holder will receive all the account-level data for all lines on the account, the same information that is available to them via myTMO.com, such as: billing information, rate plan, products, and costs. Personal data that is associated to a particular phone number on the account (not linked to the Billing Responsible Party or Primary Account Holder) will not be shared with the Billing Responsible Party or Primary Account Holder and will only be provided to the individual who submits a request for that phone number. If you are not the Billing Responsible Party or Primary Account Holder on the account, you will only see information that is associated to your phone number and email that you include in your “Access my personal data” request.

Question 10

What is a Billing Responsible Party?

Accepted Answer

The Billing Responsible Party is the person who is responsible for the overall account. Often, this is the person who opened the account withT-Mobile originally and signed the service agreement. They will be listed as the Billing Name on the account. They are responsible for all costs associated with the account, for all lines on the account and they are the only person who can make account changes.

Question 11

What is a Primary Account Holder?

Accepted Answer

The Primary Account Holder is often the same as the Billing Responsible Party, but not always. The Primary Account Holder is set up when the customer sets up their myTMO account either in the app or on myT-Mobile.com. The Billing Responsible Party usually is the Primary Account Holder or has designated who the Primary Account Holder will be. This person sets access and permissions for other lines, can view account activity, and has full access to the myTMO account management options via the app or on myT-Mobile.com.

Question 12

If I am neither a Primary Account Holder nor Billing Responsible Party, what info can I expect to see if I request to “Access my personal data”?

Accepted Answer

While any T-Mobile customer, current or former, can submit a request, if you are not the Primary Account Holder or Billing Responsible Party, you will only get data linked to your phone number and email you provided in your request form—if we have that email in our systems.

Question 13

I am not a current or former T-Mobile customer. Can I still submit a request?

Accepted Answer

Yes. All existing and former T-Mobile, T-Mobile Prepaid, Metro by T-Mobile, TVision, and T-Mobile for Business (Individual-liable) customers, as well as those who have never been a customer can submit a request. T-Mobile for Business Corporate-Liable business accounts are out of scope for CCPA currently.

Question 14

What happens if I request to “Delete my personal data”?

Accepted Answer

We will delete any personal data we have collected about you except for the personal data that is necessary for us to fulfill our legal obligations or that we are not required to delete under the California Consumer Privacy Act, such as billing history. We retain this information for as long as we have a business or tax need, or as applicable laws, regulations, or government orders require.

Question 15

I want to make both an “Access my personal data” and “Delete my personal data” request, how do I do that?

Accepted Answer

You will need to make two separate requests. Once you complete your initial request, you can click on the “Submit another request” button and complete the second request.

Question 16

What happens after I submit a personal data request and complete my identity verification?

Accepted Answer

We are required by law to respond to your request within 45 days of receipt, and we will make every effort to do so. However, we are permitted to extend our time to respond by an additional 45 days when reasonably necessary. If we require an extension, we will notify you within the first 45 days that additional time is needed to complete your request. Once your request is complete, we will send you an email to the email address you provided. This email will contain a Request ID that you can use to access a secure Personal Data Portal where we will either provide you the information you requested or confirm that we have deleted your personal data. Or, if you requested to have your personal data be sent by mail, it will be sent via USPS to the address you provided.

Question 17

Why do I need to submit a current photo of myself or a selfie?

Accepted Answer

We use the photo or selfie to make sure the person submitting the request is the same person on the U.S. driver’s license, State ID card, or passport submitted. If the match isn’t successful, the request is rejected.

Question 18

Why do I need to use a U.S. driver’s license, State ID card, or passport?

Accepted Answer

We ask you to complete this additional validation to prevent unauthorized access to data and ensure that you’re the person who is making the request to access or delete your personal data.

Question 19

I don’t have a U.S. driver’s license, State ID card, or passport, how can I request my personal data?

Accepted Answer

Currently those are the only forms of acceptable identification to make a personal data request.

Question 20

The name and address that I used to purchase T-Mobile products and services is different than what is currently on the identification I submitted; will I still be able to submit a request?

Accepted Answer

Yes, you are still able to submit a request. While in some circumstances we do need your name and postal address to match your request, we will still provide you with as much information as possible. If applicable, we recommend that you use the email address and phone number you used as a T-MobileT-Mobile customer to help us identify you in our systems.

Question 21

What information does T-Mobile use from my U.S. driver’s license, State ID card, or passport to link me to my personal data?

Accepted Answer

T-Mobile only uses the name and physical address to link you to your personal data. We also use the photo to verify your identity as explained in the FAQ above.

Question 22

What happens to the copy of my U.S. driver’s license, State ID card, or passport that I submitted after my request is processed?

Accepted Answer

T-Mobile never stores images or copies of your U.S. driver’s license, State ID card, or passport. Your U.S. driver’s license, State ID card, or passport is used by our verification service provider and is promptly deleted once your verification is complete. Our verification service provider is subject to strict privacy and security terms and may use this information only for the purpose of verifying your identity when you make a request to access or delete your personal data.

Question 23

If I want to make a request to opt-out of the sale of my personal data, also referred to as a “Do Not Sell” or “Do Not Sell My Personal Information” request, what do I need to do?

Accepted Answer

On T-Mobile.com, at the bottom on the homepage, click on the “Do Not Sell My Personal Information” link, and change your settings. You will find this link at the bottom of many T-Mobile.com, Metrobyt-mobile.com, and T-Mobile.com/TVision webpages. For more information, please read our “Do Not Sell” article.

Question 24

What does it mean to “sell” personal information or data under the CCPA?

Accepted Answer

The CCPA broadens the definition of "sale" and "personal information" beyond how you might commonly interpret those terms.

Under the CCPA, "personal information" includes information that is not necessarily directly tied to an individual's identity but may be associated with a device. This includes identifiers such as IP addresses, web cookies, web beacons, and mobile AdIDs. In many cases, this type of information is not associated with you, but they are unique identifiers that could be. Similarly, the term "sell" is defined to include not just selling in exchange for money, but also sharing or transferring personal information (including information that does not directly identify an individual as described above) in exchange for anything of value, which is not limited to the exchange of money. Certain things are not considered "sales," including when (1) personal information is shared with a service provider that is contractually prohibited from using the personal information for any purpose beyond the service specifically requested , or (2) when the consumer has directed a company to disclose the personal information.

For more information, please read our "Do Not Sell" article.

Question 25

Does T-Mobile sell my personal data?

Accepted Answer

T-Mobile does not sell data that is traditionally thought of as personal data like your name, address, social security number, banking information, or phone records. However, the CCPA's broad definitions of "sale" and "personal information" may consider the exchange of information for things like digital advertising to be a sale. For more information, please read our "Do Not Sell" article.

Question 26

I clicked “Do Not Sell My Personal Information” and nothing happened. Why?

Accepted Answer

When you click "Do Not Sell My Personal Information," a pop-up window should appear. If you do not see this pop-up window, please check your browser's pop-up settings.

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