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Learn more about how to identify and prevent scams, spam, and fraud.

 

The data accessed in the cyberattack would not allow someone to clone a device. Cloning would require non-public, encrypted information from the manufacturer and carrier, neither of which were part of the cyberattack. Typically, these types of attacks also require physical access to your device, so solely having device identification numbers like IMEI or IMSI does not pose a risk of cloning.

 

 

Block scams and spam

How T-Mobile Can Help

  • T-Mobile offers automatic scam protection, including caller ID, Scam ID, and Scam Block included at no additional charge.
  • The T-Mobile Scam Shield app lets you easily manage your free mobile scam protection tools from T-Mobile. You can activate Scam Block and Caller ID, see the calls T-Mobile has blocked on your behalf, mark favorites, and report likely scam calls.
  • You can block some text messages using Message Blocking.

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.

Buying a used phone?

  • Purchase from a reputable retailer or manufacturer. 
  • 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​.

 

Types of call and message scams and what you can do

 
Calls
 

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 is 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 may incur charges on your T-Mobile account.

Tips to avoid these scams

  • Turn on Scam Block.
  • 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, Contact Us.
 
Messages
 
  • 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 include T-Mobile shortcodes 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.

Prevent fraud on your T-Mobile account

  • Add Account Takeover Protection by T-Mobile to each line to prevent fraudsters from gaining control of your lines by porting your number out. Not available for prepaid customers.
  • Download the T-Mobile Scam Shield app to:
    • View Caller ID Name
    • Caller ID opt-in
    • Turn on Scam Block
    • Report telemarketer, fraud, and scam calls
    • Scam block and Scam likely enabled incoming call display
    • Report unwanted or misidentified calls
    • Mark favorites

Calling T-Mobile

  • 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 contact us first.

My T-Mobile

 

Report Fraud

Use the Sprint Support page to report or dispute Sprint account fraud activity. T-Mobile customers, use the steps below.

T-Mobile Customers Reporting Fraud on an active account

Contact us as soon as possible.

Non-T-Mobile Customers Disputing Fraud

 
Contacted by a Collection Agency
 

Fraud Collection Dispute Form (Identity Theft Dispute)

Use these steps if you are not a T-Mobile customer and you have been contacted by a collection agency regarding an outstanding debt with T-Mobile that you are disputing as Identity Theft. An investigation will be completed within 30 business days (10 business days for CA residents) of receiving all necessary information and documents. Details containing the outcome of the investigation will be sent to the email address provided on the Dispute form.

  1. Use the Dispute form to submit all applicable details.
  2. Have the following documents available to upload to the form:
    • Copy of an identity theft police report
    • Copy of your state/government-issued ID
 
General Reports of Fraud
 

Stolen identity

If you suspect a T-Mobile account was fraudulently opened using your identity:

  1. Follow the checklist found on Identitytheft.gov​ to prevent more fraud.
  2. File a police report and retain a copy.
  3. Contact us as soon as possible.
 
FACTA Request (Fair and Accurate Credit Transaction Act) for T-Mobile and Metro
 

As a victim of identity theft, the Fair and Accurate Credit Transaction Act (FACTA) entitles you to receive specific information pertaining to a disputed account/transaction under your personal information. Your request will be processed within 30 business days (10 business days for CA residents) from receipt of the written request, containing all necessary documents. The requested information will be sent by mail to the address provided during the request submission. 

  1. Use the FACTA form to request information through FACTA.
  2. Have the following documents available to upload to the form:
    • Copy of a police report for identity theft
    • Signed affidavit from the FTC
    • Signed written request detailing what information is being requested
    • Copy of your state/government-issued ID

 

Additional resources

Non-T-Mobile resources

Got more questions on protecting yourself from mobile fraud?

Contact us however it’s most convenient for you.


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