Say goodbye to remembering PINs and Passcodes! Use biometric verification through the T-Mobile app to authenticate when logging in to your T-Mobile account online or when contacting a T-Mobile Expert. Once set up, biometric verification is the fastest, easiest, and most secure way to verify and access your account. 

Who's eligible?

• Device minimum requirement:
  • iPhone 5+; iOS 7+
  • Android v6; Marshmallow OS+
  • 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 app.

Calling into Care

• Primary Account Holder or Authorized user can call 1-800-937-8997 from the T-Mobile device or select "Contact Us" from the app.
• If the requirements are met, T-Mobile will use biometric verification to authorize the account
• T-Mobile initiates verification by sending a notification to your device to verify your identity.

Complete verification

1. Once received, open the T-Mobile notification.
2. Follow the device prompts to complete biometric verification.
3. Once you've received the 'Confirmed' message, the account has been successfully verified.
4. A 'Whoops' message will appear if unsuccessful.
   • Don't worry, you have three attempts to verify using biometric verification.
   • If you're unable to complete biometric verification after two attempts, verify your account with the PIN or Passcode.

Find more information on Biometric Verification at the T-Mobile Privacy Center.