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Whether it's been a few months since updating your Customer PIN/Passcode and it's time for a change, or if you've never set one up, we have you covered! Would you like to say goodbye to remembering a PIN or Passcode when calling into Care? Set up biometric verification on your account today!


Set up your PIN/Passcode

We use the Primary Account Holder's (PAH) PIN/Passcode to verify their identity when they contact Care.

  • Only the PAH can set the PIN/Passcode used for verification when calling Care.
  • When a Non-PAH sets a PIN/Passcode through My T-Mobile, it's not used for caller verification with Care.
  • The PIN/Passcode is not the same as the password you use to log in to My T-Mobile.

If you haven't set up a PIN/Passcode, you'll be prompted to set one when you log in to My T-Mobile.

  1. Log in to My T-Mobile.
  2. Choose a verification method (Text message or Security questions).
  3. Click Next.
  4. Follow the prompts based on the verification method selected. Once complete, you can set up your PIN/Passcode.
  5. On the Set Your PIN/Passcode screen, enter the desired PIN/Passcode and click Next. You will be directed to the My T-Mobile home page.


PIN/Passcode requirements

This number 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 the Billing Account Number
  • Federal tax ID number, Social Security number, or date of birth

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