If you suspect your identity was stolen or your T-Mobile account was fraudulently opened:
- Follow the checklist found on Identitytheft.gov to prevent more fraud.
- File a police report and retain a copy.
- Inform us as soon as possible.
Learn more about how to identify and prevent fraud, scams, and spam below:
- Make sure the only authorized users on your account are people you want to have access to information and make account changes.
- Set up your Customer PIN/Passcode for when you call T-Mobile.
- T-Mobile will never call you to ask for or verify your personal information unless you contacted us first.
How T-Mobile Can Help
- Lookout Mobile Security Premium helps keep your device protected.
- You can block some text messages using Message Blocking.
- T-Mobile offers automatic scam protection, including Scam ID and Scam Block included at no additional charge.
What you can do
- Avoid using your T-Mobile number for non-T-Mobile contests, promotions, or newsletters.
- Never download applications from unauthorized app stores.
- Do not swap applications with friends using memory cards.
When buying a used phone:
- Purchase from a reputable retailer or manufacturer. T-Mobile offers great prices on certified pre-owned phones.
- Make sure the phone has been cleared. If you find any information stored in the phone, it may not be safe.
- Check the device's IMEI hasn't been reported stolen on the Cellular Telecommunications and Internet Association free stolen phone checker tool.
Caller ID spoofing is the process of purposely changing the caller ID to any number other than the calling number. Scammers can use a fake number from an area code close to or familiar to you, to make you more likely to assume that the call is from a local business and get you to answer the call.
One Ring Call back scam is when an incoming call rings once before hanging up. You get a call from a number that looks like it from the US but is not. For example, "649" goes to the Turks and Caicos and "809" goes to the Dominican Republic. Calling these numbers back will incur charges on your T-Mobile account.
Tips to avoid these scams
- Don't answer or return any calls from numbers you don't recognize.
- Beware of callers from unknown numbers who immediately ask, “Can you hear me?” Disconnect or answer, “I can hear you.”
- If you say ‘yes’, the caller could record your response and reuse it elsewhere.
- Before calling unfamiliar numbers, check to see if the area code is international.
- If you do not make international calls, you can Contact Us to
- Don’t act on any message if you're suspicious of the content, even if it looks like it's from someone you know.
- Never click on a link in a text message unless you're certain that the message is from a trusted source.
- If you have opened a suspicious link, change your T-Mobile ID password and other personal accounts, like banks and social media.
Text message (SMS) spam is any unwanted texts, often from companies, news sources, banks, restaurants, etc, you may receive. SMS spam should not be confused with Self-service short codes, which includes T-Mobile short codes that we use to keep you informed about your account.
- Messages sent from 3700 to 4299 and 9701 to 9901 are coming from a third party, usually an email provider.
- These messages are how email is delivered to your MSISDN@tmomail.net as a text message.
- Messages can also be delivered as an MMS and will show the sending email address.
- You can opt-out of subscription spam by visiting the promotion or newsletter's website.
- Reply to text messages with STOP, END, CANCEL, UNSUBSCRIBE, or QUIT.
- Don’t reply to unwanted messages if you’re unsure who sent it or it doesn’t provide an opt-out option.
- After opting out, you may receive one more message confirming your request to opt-out.
- Copy the original message and send it to us at 7726 ( “SPAM”).
- Long press on message text and select Copy.
- Create a new message to 7726 and paste the copied text, press send.
- We'll reply with a confirmation text that will forward the message to the Security Center for analysis. The message and your details are encrypted, your identity won't be shared.
- If the above tips don't work for you, you can change your phone number.
Non T-Mobile resources:
- www.donotcall.gov - Federal Trade Commission
- Register your phone number on the FTC National Do Not Call Registry.
- If you continue to receive spam messages or calls, file a complaint with the FTC at the same website.
- Scams & Fraud - AARP
- Online safety tips and advice - Stop.Think.Connect
- Spam and phishing - StaySafeOnline
Got more questions on protecting yourself from mobile fraud?
Contact us however it’s most convenient for you.