Account PIN/passcode support

If the customer cannot change their PIN in self-service, see below for assisting customers with their account PIN in Care, or Retail.

• The BRP needs to be able to receive a One Time Pin (OTP) to update the PIN/passcode. (Canceled accounts cannot change their PIN/passcode, because they cannot receive a OTP.)
• An account PIN/passcode must be 6-15 numbers that are not in sequential order. (NCC/SCNC accounts only allow up to 6 digits for a PIN/passcode.)
• Never provide PIN/passcode hints to customers.
• Permissioned users should never bypass sending a notification of a PIN/passcode update unless directed to do so by policy.
• Accounts activated or having address changes less than 30 days ago must receive the OTP by text.
• T-Mobile may proactively reset a customer's PIN as part of routine security reviews or in response to suspicious activity. RSL, messaging & Care - If a PIN has been proactively reset, see Update a PIN/passcode to assist the customer in creating a new PIN.
• Retail/Experience Store Teams: Update an account PIN in Tapestry only for the Billing Responsible Party (BRP) or Primary Account Holder (PAH).
  • The BRP/PAH must be selected during account verification. Authorized Users do not have this option in Tapestry.
  • The BRP/PAH must be fully-verified (such as with an ID Scan or Visual ID Inspection + Current Account PIN & OTP).

For PIN changes, the primary path is for the PAH to change their PIN in self-service.

However, both Retail and Experience Teams can leverage Tapestry and follow the steps below to change the PIN in-store when your customer requests an account PIN change.

1. Confirm the customer is the BRP/PAH, and confirm they have an acceptable ID.
2. Look up and verify the customer.
   • Change account PIN is only available to the Primary Account Holder or Billing Responsible Party (BRP).
   • Authorized Users are not eligible to change an account PIN, and the Change Account PIN icon is greyed out for them.
   • TFB Accounts: The Personal Guarantor or account owner must be listed as the Billing Name/Billing Responsible Party. If the customer is listed as an Authorized User, the PIN change feature is not available.
   • If the customer is not the BRP/PAH, tell the customer:
     • I’m sorry, for security purposes, only the Billing Name customer is able to change the Account PIN, but there are self-service-options for the Billing Name/PAH to change their PIN (see My T-Mobile Customer PIN/passcode) if they have already created a T-Mobile ID.
     • Note: Customers requesting an account PIN change through Care must be the Billing Name and able to receive an SMS OTP to be able to change their PIN.
     • Do not go to step 3.
3. Navigate to Profile Details, and click the Change Account PIN icon.
4. Click Change PIN/Passcode.
5. Enter the new PIN.
   • Help the customer choose an acceptable 6-digit account PIN. Review customer Account PIN requirements and guidelines above for acceptable PIN requirements.
6. Click Continue to complete the PIN change.
   • Do not tap Exit instead of Continue, because it does not complete the PIN change.
   • If you do not scan the customer’s ID to enter the account, a Step-Up occurs to complete ID Scan or OTP.

1. Confirm that the Billing Responsible Party (BRP) is on the line (or Authorized User for Business Care).
2. Send a One Time PIN to the BRP.
   • RSL / BSL, ask to speak with the BRP (or Retail Team if they're translating for the customer), to complete the OTP process. Then change the PIN/passcode.
   • Customers supported by specialty TEX and Dedicated Care teams may use Offline validation.
3. Ask customers to create a 6-15 digit numeric PIN/passcode, and repeat it to customers to verify. For Prepaid / No Credit Check, the PIN/passcode must be 6 numbers in the PIN field. Before updating the PIN/Passcode, review the account to ensure the PIN/Passcode meets the requirements/guidelines (No: DOB, SSN, MSISDN, etc.).
   • Messaging Teams: Messaging customers should not provide their PIN/Passcode in conversations. See Customer Forms: Conversational Cloud.        
4. Add the new PIN/passcode to the Pass field. (See steps here: Change the Customer PIN/Passcode: Samson)
5. Click Save to save changes.
6. Advise customer of the following:
   • A text notification will let them know of the PIN/password change.
   • If the account has Authorized Users, advise customer that they should let the AU's know of the PIN/passcode change.
   • They can set up, manage, and update their PIN/passcode on self-service. Offer to send them a link to the T-Mobile Support page (click the 'Email/SMS' envelope link at the top of this page).

1. Confirm that the Billing Responsible Party (BRP) is on the line (or Authorized User for Business Care).
2. Click on the Tools tile in the left-hand bar.
3. Click on Change PIN/passcode.
4. Send the One Time PIN to the line.
5. When they get the OTP, have the customer read it back to you, while you enter it in the One Time PIN field. 
6. Click Verify.
7. Once verified, proceed with changing the PIN/passcode. (Remember to review the Requirements and guidelines section above). 
8. When the PIN/passcode change is completed:
   • There should be a message: "Success! Your PIN/passcode was saved successfully."
   • A text message is sent to the customer.
9. Advise customer of the following:
   • A text will be sent letting them know of the PIN/passcode change.
   • If the account has Authorized Users, advise customer that they should let the AU's know of the PIN/passcode change.
   • They can also set up, manage, and update their PIN/passcode on self-service. Offer to send them a link to the T-Mobile Support page (click the 'Email/SMS' envelope link at the top of this page)

• PAH Manage Account PIN/Permissions: Self-Service