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Would you like to say goodbye to remembering a PIN or Passcode when calling into Care? Biometric verification allows you to verify your account by your T-Mobile ID when you call into Customer Care for assistance using the T-Mobile app and biometric credentials such as Face ID or fingerprint recognition, so you don't have to remember your PIN or Passcode.


Who's eligible?

  • You have a Postpaid consumer account type.
  • You're set up as the Primary Account Holder (PAH) or Full Access user on My T-Mobile.


Getting started

  • Your device must have biometric capability and the settings turned on.
  • Set up a T-Mobile ID if you don't already have one.
  • Make sure your T-Mobile device is registered with PAH or Full Access permissions.
  • Download and set up the T-Mobile app on your device with face or fingerprint recognition settings and app notifications turned on.


Calling into Care

  • Call 1-800-937-8997 from your T-Mobile device that's registered as a PAH or Full Access user.
  • When your call routes to your Team of Experts they'll automatically see you're eligible to verify your account with biometric settings.
  • Your Expert will initiate verification by sending a notification to your device to verify your identity.

Complete verification

  1. Tap the T-Mobile notification at the top of your phone screen.
  2. Follow your device prompts to complete biometric verification.
  3. Tell your Expert once you've received the 'Confirmed' screen on your device. This means you've successfully verified your account.
  4. A 'Whoops' message will appear if unsuccessful and your Expert will help you with the next steps to complete verification.
    • Don't worry, you have three attempts to verify your account with biometric verification.
    • If you're unable to complete biometric verification you can verify your account with your PIN or Passcode.

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