Set up and manage T-Mobile ID: Self-Service

Use this page to learn how to set up and manage a T-Mobile ID to log into the T-Life app and T-Mobile.com. 

Requirements

A T-Mobile ID lets customers self-service their account with one email address and password to across all T-Mobile platforms (including T-Life, T-Mobile.com, Home Internet, T-Mobile Money, DIGITS, and the T-Mobile Support site). 

  • Customers can link lines from multiple BANs to manage accounts to access all accounts through one login.
  • Do NOT link multiple numbers from one BAN to the T-Mobile ID as it will result in permission level issues. 

T-Mobile ID is used to manage a customer’s account and multiple accounts (BANs & FANs). Customers may have the following T-Mobile ID permissions registered:

  • Primary Account Holder (PAH): Access to set and manage all lines on the Account BAN.
  • Full/Authorized User: Access to see and manage all lines on the Account BAN, except for activity that requires the BRP/PAH.
  • Standard: Limited abilities. View payments, account balance, payment arrangement, order status.
  • Restricted: Limited abilities. 

Review T-Life / T-Mobile.com permissions for additional details on permissions. 

While a T-Mobile ID is optional, it is required to use any self-service service option, including the T-Life app, T-Mobile.com, and more.

  • Customers can only have one T-Mobile ID.
    • One T-Mobile ID can be used to manage multiple BAN’s. 
    • After completing a COR or activating 90 days after canceling a previous account, customers should use the same e-mail address as the previous account to retain digital access to both accounts.
  • A T-Mobile ID cannot be set up for a Home Internet line if there are voice or mobile internet lines on the account. (move to HSI).

Email requirements

  • Two T-Mobile IDs cannot have the same email since the T-Mobile ID is a personal e-mail address and can only be associated with a unique email address. 
    • The customer may receive a message that their email is already in use but they do not have one or need it unlinked
    • If this occurs, file a ticket in Atlas using Service Category 'My T-Mobile.com' and Service Complaint "Registration Issues - T-Mobile ID'.
  • Passwords must be 8-50 characters, include at least one letter, one number, one special character, and cannot any contain any spaces.
  • The following domains are blocked from creating a new T-Mobile ID:
    • @guerrillamailblock.com; @qq.com; @yopmail.com
    • @mailinator.com; @126.com; @163.com; @yeah.net.
  • Only one unique gmail address can be used for T-Mobile ID. 
    • All emails with + or . will be sent to the same inbox. 
    • A customer who signs up with customer1@gmail.com cannot signup with customer1+2@gmail.com or customer.1@gmail.com – as they are the same gmail address.

 

Password guidelines

  1. Advise customers it's good practice to change account passwords every few months.
  2. Explain to customers they should update their passwords when prompted so they don't get locked out of their accounts.
  3. Inform customers we take account security very seriously and this extra layer of protection benefits them by keeping their account info safe and secure.
  4. Encourage customers to use a compatible biometric scanner (such as Touch ID or Face ID) if one is available on their devices along with the T-Life app for quick and convenient access.

To verify customer identity, network authentication will securely verify the phone number and device/SIM registered on the network automatically, such as two factor authentication (2FA). A text message will be sent to the device to verify customer identify instead if the device was not registered on our network or using another device/PC

 

Password character requirements

  • Must be between 8-50 characters
  • Must include at least 1 number
  • Must include at least 1 letter
  • Can't contain spaces
  • Can include these special characters: ~ @ # $ % ^ & * () / : ; ? , . <>
  • Must be different from your last five passwords

Set up T-Mobile ID

On a magenta background, a white square sets off a T-Mobile t-digit

Guidelines

Never create or complete a T-Mobile ID setup without the customer's knowledge and consent, this applies even in troubleshooting scenarios.

  • The customer's device must be authenticated on the T-Mobile network. 
  • Customers can create a T-Mobile ID as soon as their phone number works on the T-Mobile network.

Support

  • Customers may need to call Customer Care for other account support if necessary or when updating security questions.
  • Do not file service desk ticket or try to remove the two-step verification for this issue.
  • Suspended lines: T-Mobile ID can be created on suspended lines and can still receive a One Time Pin (OTP)    
  • Cancelled Accounts: A T-Mobile ID must be created prior to the account cancellation to maintain access to select features. Refer to Cancelled Accounts: Self-Service.

 

Steps

  1. Download and open the T-Life app.
  2. On the Welcome screen, select Create an Account.
  3. Select Create T-Mobile ID.
  4. Use Face ID or Password: Select Activate Face ID or select Create Password instead. 
    • If Face ID is chosen, continue with on-screen prompts to complete registrations.
    • If using a password, follow steps 5-10.
  5. Select Create Password > select Continue.
  6. Under What's your name, enter your First Name and Last Name > select Continue.
  7. Under What's your email, enter your email address > select Validate email now.
    • If the email you’re using is already linked to another account, you’ll see the message “Use this email to manage all T-Mobile Accounts?” 
    • Select Yes, Continue to merge all your T-Mobile accounts under this email address. 
    • Select Use Different Email to restart the setup process with a new email.
  8. Under Register as the primary account holder, complete the fields and select Submit Pin or select SKIP if you are not the PAH.
  9. Under Your data, Your choice, review the options > select Continue.

 

These steps are for both postpaid and prepaid customers. This is the recommended method for Mobile Internet & Hotspot plans.

  1. Go to T-Mobile.com > click My Account (top right) > Login. 
  2. Under Don't have a T-Mobile ID, click Sign up.
  3. Enter your information > click Sign me up. 
  4. Review the following about verification:  
    • Email verification steps: 
      • 6-digit verification code sent to your email address given during activation. 
      • Alternatively, you can send the code to a different email address.
    • Phone verification steps: 
      • 6-digit verification code sent to your mobile number.
      • The T-Mobile network will securely authenticate the phone number and Device/SIM registered on the network automatically
      • If selecting Send to a different number will register the number the code is sent to and not the number that started the registration process.
      • If you are not using your own phone on our network, or using another device, a 6-digit verification code will be sent to your mobile number for verification
    • Mobile Internet / Mobile HotSpot steps: 
      • Use the MSDIN for the line to sign up.
      • Enter the last 4 of the BRP's SSN instead of the 6-digit verification code by clicking, Verify last 4 digits of SSN. 
    • Account PIN verification steps: 
      • Use the account PIN/Passcode set up during activation. 
      • If you skip this step on a prepaid account, you won't have access to your account.
  5. Click Next, then follow the on-screen steps to complete the registration.

 

Log in after creating T-Mobile ID

There is a limit of 30 T-Mobile.com logins in a 24-hour period. 

  1. Go to T-Mobile.com > Click My Account (top right).
  2. Enter your email or phone number in the top field. Don't include any country codes, spaces, or punctuation (for example, 813555121).
  3. Enter your T-Mobile ID password in the bottom field and click Log In.
  4. Confirm your security questions, authenticate by text, or through biometric authentication.
  5. If two-step verification is turned on, complete verification upon login. 

 

Retail Teams use these steps to assist a customer with setting up their T-Mobile ID in Tapestry.

  1. Verify the valid government-issued photo ID matches the customer.
  2. Enter the mobile number in the account search bar, then select Search.
  3. Select the customer from the list.
  4. Verify the customer’s name on the ID is the Billing Name / Primary Account Holder (PAH) or Authorized User when verifying by T-Mobile ID (or Assisted Channel users).
    • If the name does not match, do not provide access to any account information.
    • If a customer is verified by ID scan and is an Authorized User for Assisted Channels, Tapestry prompts to set up T-Mobile ID after verification.
  5. Review the Consent to Collect Information section with the customer and have them select Yes or No.
  6. Once the customer selects Yes and the ID validation and name match are successful, select Continue.
  7. If the customer does not have a T-Mobile ID, follow the prompts to create one by selecting the phone number used on the account > Create Profile.
    • Confirm the customer’s phone number is selected during setup. This ensures their role is available when signing in to T-Life.
  8. When the T-Mobile ID Creation Successful pop-up window appears, select Continue.
  9. Guide the customer through their T-Mobile ID setup on their app or web.
  10. Tell the customer to check for an SMS they will receive to complete setup. If they do not take action, they can only have a partial profile and cannot fully transact in T-Life.
    • If a conflict occurs where a T-Mobile ID already exists for the phone number or email, the system helps to merge or unlink the T-Mobile ID.
    • If a profile was started before and remains a "partial profile," it defaults to what was previously set.
    • If the account is verified with the PAH, you can manage and add Authorized Users. When setting up a new AU, explain the importance the AU completing their T-Mobile ID setup.

  1. Visit tfb.t-mobile.com. 
  2. Select Sign Up for T-Mobile ID.
  3. Enter a T-Mobile billing account number or phone number.
  4. Select Continue.
  5. Enter the required details:
    • First Name
    • Last Name
    • Email Address
  6. Enter the account security PIN for each selected account.
  7. Select Verify PIN.
  8. Complete the verification requirements.
  9. Complete the Sign up for T-Mobile ID and create a password. 
  10. Set up:
    • Security questions
    • Google Authenticator (if desired)

T-Mobile for Business (TFB) Micro customers can use the steps below. Access to T-Life for TFB Micro customers is limited to:

  • Business w/ SSN accounts (I/S) with a PAH role
  • Business w/SSN accounts (I/S) with a Business Owner (BO) role
  • Business w/ Tax ID accounts (B/C and B/L) with a maximum of 12 total lines
  • All other TFB Micro customers not in the above groups should continue to manage their accounts in Account Hub, including customers with more than 5 BANs.

Steps

  1. Direct the customer to set up a T-Mobile ID in Account Hub. PAH users do not use Account Hub.
    • After entering their Phone Number in T-Life, they’ll be identified as a TFB customer and routed to the mobile web version of Account Hub.
  2. If prompted on the sign-up screen, direct the customer to enter their Account number and PIN and select Own or manage your account w/admin access.
  3. Open the T-Life app and sign in:
    • If they already have a T-Mobile ID and Account Hub access, they can sign into T-Life directly, no need to re-register.
    • If they have a T-Mobile ID but haven’t registered in Account Hub, they can self-register using the same name and email.

  1. Go to the myDIGITS Portal.
  2. Click Sign In > Sign Up.
  3. Enter the information and click NEXT.
  4. Follow the on-screen steps.

Set up T-Mobile ID (Home Internet)

T-Mobile Home Internet App in T-Life logo
  • A T-Mobile can be created for each HSI line, even if there are voice lines present on the account.
  • The T-Mobile ID can be created from My Account on t-mobile.com/isp using the linked T-Mobile ID Email.

Home Internet customers must navigate to the T-Mobile.com Home Internet home page to sign up for a T-Mobile ID. 

T-Mobile.com / ISP Home Internet Page steps

  1. Go to T-Mobile.com/ISP
  2. At the top-right corner, click the My Account drop-down.
  3. Click the Sign up for for T-Mobile ID link below the Log in button.
    1. Enter the name that was collected during activation.
    2. Fill in the linked T-Mobile ID email.
    3. Create a password, then click Sign me Up.
    4. Check your email for the registration PIN.
    5. Enter the registration PIN, then click Verify my email.

 

T-Life app steps

  1. Open the T-Life app.
  2. Select the Account (previously Manage) tab.
  3. Select the gear icone (settings) in the top right corner.
  4. Select Log in with T-Mobile ID.
  5. Select Log in with Password.
  6. Select I don't have a T-Mobile phone number.
  7. In the response to the questions on the screen, "Do you have a T-Mobile Internet Gateway?", select YES.
  8. Select Create T-Mobile ID and complete required fields.
  9. Select Next.
  10. Follow on screen instructions to complete set up. 

 

Sending self-service steps

Self-service can be sent to the customer via email using one of the following methods:

  • Atlas: Send the Home Internet T-Mobile ID messenger template using the email option 
  • Magenta Pusle Homework: Send the homework link via email by clicking the mail icon at the top of this page.

This process only works for Home Internet lines. An email address can be linked to any home internet line even if there are voice lines present.

Link a new email address

  1. From Atlas, open the Toolbox and select T-Mobile ID Management.
  2. Select the appropriate MSISDN.
    • Not Signed Up for Digital will display under T-Mobile ID Email if there is no an email linked.
  3. Enter the email in the Create T-Mobile ID field and selected Send One-Time PIN.
  4. Verify the OTP is sent to the correct email address.
  5. Direct the customer to T-Mobile.com/ISP  to finish set up.

Unlink an existing email address

Use these steps if the linked email is inaccurate. This will remove any association with this email and let you link a new email address.

  1. From Atlas, open the Toolbox and select T-Mobile ID Management.
  2. Select the appropriate MSISDN.
    • Not Signed Up for Digital will display under T-Mobile ID Email if there is no email linked.
  3. Select Unlink T-Mobile ID.
  4. Follow steps above to Link a new email address.

Secure account

Permissions 8

Set up an extra layer of security with two-step verification. Two-step verification requires an additional authentication when signing into your account.

  • This may be security answers, SMS OTP, ID Verify, or Google Authenticator, although Biometric and some mobile apps include a silent 2FA by default.
  • There is a 24-hour delay when creating or updating the two-step verification security answers or SMS OTP MSISDN before they are active.

Important: Two-step verification may be needed when switching browsers, international access, untrusted/new devices, or by specific T-Mobile sites that require higher level of authentication.

With two-step authentication, T-Mobile will require a second verification method every time you log in except secure mobile app or when you select ‘remember this device’.

  • As part of the 2nd-step of verification after password entry, our network will securely authenticate your phone number and Device/SIM registered on the network.
  • If you are not using your own phone on our network, or using another device, a 6-digit verification code will be sent to your mobile number for verification. 
  • Google Authenticator users will be presented with the option to use a 6-digit verification code, or Google Authenticator, if the network was not able to automatically verify your phone number.

Supported Identification for Digital ID Verify

You also have an alternate secure option to use ID Verify with selfie instead of OTP to complete 2nd step of verification after password entry. This option provides a device-independent authentication path with government ID and facial recognition validation. You will just need to complete a digital or Retail ID verify and provide ongoing biometrics consent. 
  • US State Issued Driver’s License or ID 
  • US/Foreign Passport 
  • Puerto Rico Driver’s License and Voter Card 

 

T-Life app

  1. Log in to the T-Life app.
  2. Select the Account (previously Manage) tab.
  3. Select the gear icon in the top, right corner.
  4. Select Security.
  5. Select Security Dashboard.
  6. Scroll down to Always on 2-step verification and move the toggle to left or right to turn on or off. If turning two-step verification on, verify a texted one-time PIN. Enabling this will require you to complete two-step authentication on every log in from a browser and the T-Life app.

T-Mobile.com 

  1. Go to the My Mobile and log in to your account.
  2. Click Profile.
  3. Click T-Mobile ID.
  4. Scroll to "2-step verification" and click On/Off. If turning two-step verification on, verify a texted one-time PIN. Enabling this will require customers to complete two-step authentication on every log in from a browser and the T-Mobile app.

T-Life app

  1. Log in to the T-Life app.
  2. Select the Account (previously Manage) tab.
  3. Select the gear icon in the top, right corner.
  4. Select Security.
  5. Select Security Dashboard.
  6. Scroll down to Biometric login and move the toggle to left or right to turn on or off.

  1. Log in to T-Life or T-Mobile.com.
    • Note: There is a QR code option when using a desktop via web version.
  2. Enter your T-Mobile ID Password.  
  3. Select ID Verify. 
  4. Enter State.  
  5. Consent to agreements.  
  6. Choose ID option/Capture picture of selected identification.  
  7. Capture a selfie.  

 

 

Link accounts

You can use one T-Mobile ID to link and access multiple accounts, so that you can log in and manage your accounts if you choose. And, you can link a new number to an existing T-Mobile ID. Avoid linking lines from the same BAN to your T-Mobile ID. Just set their line permissions.

Important: Do NOT link multiple numbers from one BAN to the T-Mobile ID. Doing so will result in permission level issues. Your T-Mobile profile - link to the service that you use with T-Mobile.

If a user enters an email that’s already linked to another TMO ID on a different account, they’ll be asked if they want to combine their accounts. Then, they’ll need to verify their email with a one-time passcode (OTP).

T-Life app

  1. Log in to the T-Life app.
  2. Select the Account tab.
  3. Select the gear icon in the top right corner.
  4. Select Profile.
  5. Select Phone Number.
  6. Enter the new T-Mobile phone number that will be linked.
  7. Select Next.
  8. Verify OTP and select Submit.
  9. Select Done.

T-Mobile.com

  1. Go to T-Mobile.com log in to your account.
  2. Click your name at the top right > Profile.
  3. Click T-Mobile ID.
  4. For security, choose a verification method (text message or email), then click Continue. 
  5. Enter the verification code and click Continue. 
  6. Click Edit in the Phone Numbers field.
  7. Enter the additional phone number you want associated with the T-Mobile ID. The phone number is now associated with the T-Mobile ID.

T-Life app

  1. Log in to the T-Life app.
  2. Select the Account tab.
  3. Select the gear icon in the top right corner.
  4. Select Profile.
  5. Select Phone Number.
  6. Enter the new number you want to link to the T-Mobile ID. This step should only be performed if absolutely necessary as registration and login issues may arise after the change. 
  7. Select Next
  8. A confirmation code is sent to the number entered. 

T-Mobile.com

  1. Go to T-Mobile.com and log in to your account.
  2. Click your name/my account at the top right > Profile.
  3. Click T-Mobile ID.
  4. Scroll to the "Phone Numbers" field and click Edit.
  5. Enter the new number you want to link to the T-Mobile ID. This step should only be performed if absolutely necessary as registration and login issues may arise after the change. 
  6. Select Next
  7. A confirmation code is sent to the number entered. 

Care

  1. Search Atlas for the MSISDN or the T-Mobile ID (email address).
  2. Access the T-Mobile ID Management section of Atlas after verifying the account. (Toolbox > Account Support).
  3. Select the line that you wish to unlink and click Unlink.

Change password

Only five password resets are allowed within 24 hours.

T-Life

  1. Log in to T-Life.
  2. Select Account.
  3. Select the gear icon in the top right corner.
  4. Select Security.
  5. Select T-Mobile ID.
  6. Scroll down and select Edit in the Password section. 
  7. Enter your old password in the Old password field. 
  8. Enter your new password in the New password field. 
  9. Enter your new password again in the Re-enter password field. 
  10. Select Save.

T-Mobile.com

  1. Go to T-Mobile.com and log in to your account.
  2. Click your name/my account at the top right > Profile.
  3. Click the drop-down and select the desired line.
  4. Select Edit Profile.
  5. Select T-Mobile ID.
  6. Next to ‘Password’, click Edit.
  7. Enter the new password and click Save.

Business and prepaid passwords

  1. From T-Mobile.com, click Your Profile.
  2. Next to "Customer information", click Edit.
  3. Next to "Password", click Edit.
  4. Enter a new password and click Save.

To reset a forgotten T-Mobile ID password, customers may need to verify their identity through multiple steps, depending on how their account is set up.

  • If they've enabled additional authentication methods like 2-step verification, SMS, Google Authenticator, or security questions, the option to send the OTP via email may be disabled.
  • Customers can also verify their identity in T-Life or on the T-Mobile website using an approved ID document and a selfie, making the password reset process more secure and user-friendly.
  • When a password reset is requested, T-Mobile will send an extra SMS to confirm the action:"T-Mobile: Resetting your password? For your security, reply YES to continue or NO to cancel..."
  • If the customer replies NO or doesn’t respond, they won’t receive the 6-digit OTP required to complete the password reset.

T-Life

  1. Open the T-Life app.
  2. Select the Account tab.
  3. Select Log in with T-Mobile ID.
  4. Select Need help logging in?
  5. Select preferred verification method.
  6. Select Continue to follow the on-screen instructions for the chose verification method.
  7. In the Old password field, enter the current password.
  8. In the New password field, enter the desired new password.
  9. In the Re-enter password field, re-enter the new password.
  10. Select Save. 

Note: If using an approved document and selfie choose TMO ID Password Reset > Select ID Verify > Enter State > Consent to agreement > Choose ID option/Capture picture of selected identification > Capture selfie > Change password.

T-Mobile.com

  1. Go to T-Mobile.com and type in your T-Mobile ID.
  2. Select Need help logging in?
  3. Select the verification method:
    • Text message: Send me a temporary password.
    • Security questions: I will answer my security questions.
    • Note: If the customer has set up additional authentication methods, like 2-step verification, SMS authentication, Google Authenticator, or account Security Questions, and they choose to send the OTP via the email option, they will not have the option to send and receive it via email
  4. Select Continue to follow the on-screen instructions for the chosen verification method.
  5. In the New password field, enter the desired new password.
  6. In the Re-enter password field, re-enter the new password.
  7. Select Save. 

For help with password reset issues, check Troubleshooting T-Mobile ID: Self-Service

Change personal info

  1. Log in to the T-Life app.
  2. Select the Account tab.
  3. Select the gear icon in the top right corner.
  4. To edit: 
    • Name or email address: Select Profile, then select either name or email to edit.
    • Security questions: Select Security, then T-Mobile ID. Scroll down and select Security Questions.
  5. Edit the information.
  6. Re-enter the information if needed.
  7. Select Save. 

  1. Go to T-Mobile.com and log in to your account.
  2. Click your name at the top right > Profile. For business lines, click Customer Information > Edit.
  3. Click T-Mobile ID, then choose what to edit:
    • Name
    • Email
    • Password
    • Security Questions
    • Phone Numbers
  4. Click Save.