SIM Protection & Port Out Protection: Self-Service

1. Log in to the T-Life app while on the T-Mobile network with Wi-Fi turned off.
2. Select Account > select the Gear icon (top-right corner).
3. Select Security.
4. Select SIM Protection.
   • Move toggle to enable/disable SIM Protection for entire account.
     
   • Move toggle to enable/disable SIM Protection for individual lines on the account.
5. Select Save Changes > Continue.

1. Log in to T-Mobile.com.
2. Select your name (top-right) > Profile. 
3. Select Security.
4. Select SIM Protection.
   • Move toggle to enable/disable SIM Protection for entire account.
     
   • Move toggle to enable/disable SIM Protection for individual lines on the account.
5. Select Save Changes > Continue.

Prepaid customers can use these steps to turn SIM Protection on or off when logged in with the Primary Line in their T-Mobile account.

1. Log in to your T-Mobile account.
2. On the top-right side of the Account landing page, choose My T-Mobile.
3. Select My Profile on the menu that appears.
4. Go to Sim Protection.
5. Select the toggle to enable or disable Sim Protection for each line or the entire account.
   Note: The Primary Line needs to be the line logged in.
6. Select Save Changes.

1. Log in to the T-Life app.
2. Select the Account tab.
   
3. Select See Plans link in the My account section.
   
4. Select Manage add-ons in the plan section.
5. Continue to manage the line populated in the top section or choose select a different line to choose a different line.
6. Scroll down to select the checkbox next to Port Out Protection.
   
7. Select Continue.
   
8. Review your order and select Agree & Submit to add the feature.
9. Repeat steps 2 - 8 for each additional line on the account to add the feature.

When not on our network and attempting to request a TPOP, the customer will receive an error notification with steps to try again. If using a desktop computer/other device, customers will be notified to request from the T-Life app or T-Mobile.com using their mobile device, the PAH customer should retry and access from their phone’s mobile browser while connected to our network with Wi-Fi turned off. The customer should also not be using any VPN services on their phone and turn off iCloud Private Relay  (if applicable).

1. Log in to your T-Mobile.com.
2. Select Account.
3. Under Lines and Devices, select the desired line to add protection. This feature must be added individually for each line on the account.
4. Scroll down to the Active Add-ons section and select Manage add-ons.
5. Scroll down to the Services section.
6. Select the checkbox next to Port Out Protection.
7. Select Continue.
8. If prompted, agree to the Terms & Conditions.
9. Select Agree & Submit.
10. Repeat steps 2-9 for each additional line on the account to add the feature.

Guidelines

• Postpaid customers can use T-Life (not available for Prepaid).
• The PAH must use the app on their phone while on the T-Mobile network (not roaming) with Wi-Fi turned off. 
• They must also not use VPN services and turn off iCloud Private Relay. 
• If not on our network when attempting to request a TPOP, the customer will receive an error notification with steps to try again.

Steps

1. Log in to the T-Life app while on the T-Mobile network, with Wi-Fi turned off. Note: You may need to update the T-Life app to the latest version before attempting these steps. 
2. Select the Account tab.
   
3. Select the gear icon in the top right corner.
4. Select Permission & controls.
5. Select Get a Transfer PIN.
6. If prompted, agree to verify the account by receiving a code sent via text.
   • Select Continue.
   • Enter code sent via text and select Continue.
7. For additional support or account questions, choose "Contact Us" or select "Create PIN" to generate PIN.
8. The Temporary Port Out PIN (TPOP) displays on the screen. Make a note of port out PIN.
   •  Review the e-mail address listed under Confirm your e-mail address to maintain paperless billing and to receive future notifications. 
   • Select Edit to update the e-mail address. 
9. Click Okay.

Guidelines

• Postpaid and Prepaid customers can use T-Mobile.com.
• The PAH must access T-Mobile.com from their phone’s mobile browser while connected to the T-Mobile network with Wi-Fi turned off.
• When using a desktop computer/other device, an error notification displays to try the request from the T-Life app or T-Mobile.com using their mobile device.
• The customer should not use any VPN services on their phone and turn off iCloud Private Relay (if applicable).

Steps

1. Log in to your T-Mobile.com account from a mobile browser (while on our network, from PAH device, and not from a desktop computer.
2. Select your name/profile icon from the top right.
3. Select Profile.
4. Select Permission & controls.
5. Select Get a Transfer PIN. 
6. If prompted, agree to verify the account by receiving a code sent via text.
   • Select Continue.
   • Enter code sent via text and select Continue.
     
7. For additional support or account questions, choose "Contact Us" or select "Create PIN" to generate PIN.
8. The Temporary Port Out PIN (TPOP) displays on the screen. Make a note of port out PIN.
   • Review the e-mail address listed under Confirm your e-mail address to maintain paperless billing and to receive future notifications.
   • Select Edit to update the e-mail address.
9. Click Okay.

Offer to send the customer an SMS with a link to guide them through generating a TPOP.

1. Open Atlas.
2. Navigate to the Toolbox.
3. Click Messaging.
4. Search for the template 'Port Support' and click on Port Support [Self Help].
5. Click Send Messages, and a confirmation message displays Successful.
6. Advise the customer to follow the directions on the screen.
   Note: the steps located on T-Mobile Support do not detail the OTP process. This is to ensure bad actors are not fully aware of our process.