Account Verification: Home Internet

Follow all Account Verification steps listed above before using One Time PIN.

• If a voice line is on the account, follow One Time PIN. 
• If a voice line is not on the account, follow the steps in the section below: Standalone accounts: Home Internet only.

A One Time PIN can be sent via SMS to the gateway or to the email address on file for Home Internet Only accounts. These options are not available for Home Internet and voice combined accounts.

• Review gateway tutorials for steps to check messages. If the line is active and the OTP is not received on the Gateway, see Troubleshooting below.
• Not available if the line is canceled or full suspended, the customer must go to a Retail store with photo ID for assistance. Do NOT use OTP Bypass in this situation
• OTP Bypass is not available for some transactions. See below for Transactions That Must Be Completed in Retail Store.
• OTP Bypass is approved for the following scenarios to assist the customer, but always ensure to do it the right way and use it only as a last resort with a valid business purpose in line with policy and the customer could not receive the OTP by SMS or email.
  • If a voice line is added during the interaction, you may continue with OTP Bypass to complete your transaction. After that, if the customer is calling back in, they should be treated as a mixed line account and the standard One Time PIN guidelines should be followed.
  • AAL
  • Add/Change authorized user
  • Reset PIN when forgot/unable to verify
  • Updating customer information
  • Paperless Billing/TMOID e-mail change
  • SIM change: Transaction can be handed back for completion in Atlas once a leader has bypassed OTP
  • Upgrade/Device Purchase/Warranty Exchanges
• HSI only accounts with a device eligible to receive a One-Time PIN require 2-Factor Authentication (2FA of PIN+OTP) during account verification.
• HSI only accounts with a device not eligible to receive a One-Time PIN can verify with 1-Factor Authentication (1FA) - Account PIN or OTP. However, performing sensitive account changes still requires 2-Factor Authentication (2FA) such as both account PIN + OTP by SMS or email.
• If a customer cannot fully verify, see Account verification: Care / VR > Unauthorized or unable to verify.

The following transactions must be completed in a retail store because they require ID verification by the customer. Care can't assist with these transactions, per policy, if the customer can't successfully verify an OTP on the gateway. Do NOT use any form of OTP bypass or override for the following:

• Adding or removing Port Out Protection  (NOPORT or NOPORT MI Features)
• Change of Responsibility
• Temporary Port Out Pin

The One Time PIN is sent to the Gateway via text message. If the text message is not received, use these steps to troubleshoot Gateway text message issues.

1. Check to see if the line is active. If inactive, the OTP can't be sent. If the line is canceled or full suspended, the customer must go to a Retail store with photo ID for assistance. Do NOT use OTP Bypass in this situation
2. Run a speed test from Atlas to confirm the gateway is connected to the T-Mobile network and capable of receiving a text message.
3. If the speed test fails, use The Fix Flow Speed test tool results BELOW 25Mbps: T-Mobile Network data speeds, signal, and registration issues.
4. Use The Fix Flow SMS: Fail to troubleshoot text message issues. This is the same flow used to troubleshoot phone text message issues.

If troubleshooting is needed and the customer can't verify, follow Unverified Troubleshooting.