PAH Manage Account PIN/Permissions: Self-Service

Use these steps to instruct the Primary Account Holder (PAH) how to update a PIN/Passcode. All lines that don't have a PIN/Passcode set up are prompted to setup on up when logging in to T-Life or My T-Mobile, but ONLY the PAH can make changes or see the option. This applies for consumer accounts only.

About the account PIN/Passcode

The PIN/Passcode is used to verify customer identity when they contact customer service.

  • Only the Primary Account Holder (PAH)  can update the PIN/Passcode in the T-Life app or via My T-Mobile on mobile web from the customer’s handset. When a Non-PAH sets a PIN/Passcode through the web or app, it does not change the overall account PIN/Passcode, instead only storing the value in a dormant database.
    • Retail/Experience stores can guide the customers through the self-service steps below in digital if they are the PAH on the customer's device, or leverage Account PIN/passcode support for steps to change a PIN for the BRP/PAH using Tapestry.
  • Digital account profiles other than the PAH do not have the ability to modify the PIN/Passcode online.
  • When following forgot the PIN/Passcode flow online, an OTP will be sent to confirm.
    • The OTP can be sent via SMS or email.
    • Exception: If the customer chooses to send the OTP via the email option AND if they have set up additional authentication methods, like 2-step verification, SMS authentication, Google Authenticator, or account Security Questions, they will not be able to send it via email.

Update PIN/Passcode (PAH ONLY)

  1. Select Account tab while on the T-Mobile network, with Wi-Fi turned off. Note: The device must be on our network and Wi-Fi must be turned off 
  2. Select the gear icon in the top, right corner.
  3. Select Security.
  4. Select T-Mobile ID.
  5. If prompted, log in to the T-Life app.
  6. Select PIN/Passcode. (Account Pin/Passcodes must be 6-15 numbers that are not in sequential order.)
  7. Enter new PIN/Passcode.
  8. Re-enter the new PIN/Passcode.
  9. Select Save. 
PIN

Note: The device must be on our network and Wi-Fi must be turned off. If a PIN change is attempted from another device such as a desktop computer, an error displays stating "For added security, PIN/Passcode update must be completed from your registered mobile device. Please ensure Wi-Fi is disabled.

  1. Log in to my.T-Mobile.com  from the device's mobile browser while using the Primary Account Holder’s phone/device. If you have the T-Life app, the app will open for you to log in and complete the steps in T-Life. 
  2. After logging in to the Welcome screen, tap Edit Profile Settings. Alternately, tap the menu button on the top-right (box with 3 lines), tap your name from the bottom of the menu, and then tap Profile.
  3. Tap Edit Profile.
    • Follow the on-screen steps to complete any two-factor authentication if prompted.
  4. In the PIN/Passcode section, select Edit. Note: The last time the PIN was changed will be displayed, along with a reminder to be on our network when accessing this feature.
  5. Enter the new desired PIN/Passcode. Re-enter the new PIN to confirm. Note: An account PIN/passcode must be 6-15 numbers that are not in sequential order.
  6. Select Save. You will be sent a text confirming the PIN/Passcode update request.

  1. Log in to My T-Mobile  account from a mobile browser (while on our network, with Wi-Fi turned off - from PAH device, and not from a desktop computer).If a PIN change is attemped from a desktop, an error displays stating "For added security, PIN/Passcode update must be completed from your registered mobile device. Please ensure Wi-Fi is disabled".
  2. In the top right corner, select My T-Mobile then select My Profile.
  3. Select Profile information.
  4. Scroll to the Change PIN section, click Edit.
  5. Enter a new PIN. Re-enter to confirm. It's not necessary to change the PIN, the entered PIN can be new or the same as the current PIN.
  6. Click Save. You will be sent a text confirming the PIN/Passcode update request.
    To change the My T-Mobile (T-Mobile ID) password, follow Manage your T-Mobile ID: Self-Service.

Update Permissions & Controls (PAH ONLY)

  1. Log in to the T-Life app.
  2. Select Account tab.
  3. Select the gear icon in the top, right corner.
  4. Select Permissions & controls.
  5. Edit permissions, settings, or adjust controls for the following functions:
    • User Roles - refer to Primary Account Holder & Authorized User setup
    • Parent & Family controls - refer to Family Controls / Allowances: Self-Service
    • DIGITS - choose the line to review and select Manage your DIGITS to be taken to the MyDIGITS portal. Refer to Use MyDIGITS portal for more information on how to use the MyDIGITS portal. 
    • International Roaming - allow or block international roaming capabilities and associated charges via toggle. 
    • Block chargeable content - block or unblock chargeable content via toggle for each content type. 
    • Customer Care language preference - choose the line to review, select language preference, and Save.