Primary Account Holder & Authorized User setup

Help customers understand PAH and AU setup. 

Primary account holder

Only the BRP/PAH may request changes to the PAH/PL designation and Authorized Users. Send a OTP to the current PAH/PL designated line to verify the account prior to changing the PAH/PL designation or adding an Authorized User. If the customer does not have access to the current PAH/PL, the BRP must be verified in a Retail location via ID.

  • Authorized Users will need to work with the BRP/PAH to make this change.
  • Business names cannot be used as an Authorized User’s name, enter a person's first and last name that matches their legal name on their ID.
  • Never offer to change the BRP/PAH line designation to another line in order to make an Authorized User eligible to receive the OTP.
  • If the BRP/PAH line is out of service, refer the customer to Retail for ID verification.

 

The Primary Account Holder (PAH):

  • Sets access and permissions for other lines
  • Add and manage Authorized Users
  • Can view account activity
  • Can only be changed by the BRP/PAH after the account has been verified. Never change the Primary Indicator (PI) for an Authorized User.
  • Has full access to My T-Mobile account management options

When editing an account with an existing T-Mobile ID PAH role that was not linked to a phone number, in some circumstances, the Account Verification screen may briefly reflect both original and new T-Mobile PAH names/roles.

  • The original PAH role will be systematically updated to an Authorized User role within 24 hours.
  • During verification of an account (within 24 hours of a PAH change), when selecting a PAH role under Verify by T-Mobile ID in Atlas, if the name is different than the BRP, treat them like an Authorized User as directed in policy as some transactions are reserved for only the BRP name.

 

Special/Dealer accounts

  • Are not eligible to manage PAH/PI through self-service or through Care via Atlas.
  • Retailer Mobile Service Discount Team handles Special-Dealer account requests including new activations, new port-in requests, and migration requests from consumer to dealer lines.
  • Care should refer Special/Dealer accounts to the T-Mobile Service Discount Program Portal for actions that require additional privileges. Check Special and Employee account support for details.
  • Utilize Atlas for assisting with TMO ID. Follow Manage profile: Atlas.

Edit and manage PAH


The PAH is set up as part of the My T-Mobile registration. Customers need to enter their Account PIN for authentication to continue to set the Primary Account Holder designation. BRP will receive a one-way SMS notification advising of the request to register the PAH.

  • Only the Billing Responsible Party (BRP) and registered PAH can make changes to the Primary Subscriber. Never change the Primary Indicator (PI) number for an Authorized User.
  • If no PAH is set, and customers attempt to perform an action that only the PAH can complete, a prompt appears to set the PAH before completing the action. In this case, follow Manage profile: Atlas to set the PAH. 
    • Only Customer Service can change the PAH.
    • The ability to manage PAH/PI on a single line account, is restricted because there is only one line on the account. 
  • The PAH can manage the account and all lines on the account.
    • In the Digital Permissions flow, customers can also set permissions for other people on the account and approve Full Access requests from Standard permission users.
    • Do not set MI lines as the PI/PAH. If a mobile Internet device is set as PAH, customers won't receive T-Mobile offers and other communications sent through SMS.

Use these steps to edit the Primary Account Holder and/or the Primary Indicator on the account

Edit PAH/PI

  1. Select Account from the magenta navigation bar.
  2. Select Manage Profile from the dropdown.
  3. Select the Account from the line carousel.
  4. Select Edit PAH/PI.
  5. Select either Change PAH/PI or Remove PAH.
  6. Select an eligible line from the table.
  7. Click Save changes.
  8. A confirmation message displays 'The PAH / PI has been updated.
  9. PAH will receive a one-way SMS notification advising of the request that a change to PAH assignment has been made.

Add and manage Authorized users

Only the Primary Account Holder can add Authorized Users to an account using T-Life or My T-Mobile.

If the BRP adds an Assisted Channel Authorized User who doesn’t already have a T-Mobile ID, one will be automatically created so they can manage their account in T-Life.

T-Life 

  1. Log in to the T-Life.
  2. Select the Account tab.
  3. Select the gear icon in the top, right corner.
  4. Select Permissions & Controls.
  5. Select User Roles.
  6. Select Add new Authorized User.
    • Select Email address to add user with email address. Enter and confirm the email address. Enter legal first and last name of the authorized user. This must be the name as it appears on the authorized user's ID
    • Select Phone number to add user with a phone number. Select the desired number from the drop-down. Enter legal first and last name of the authorized user. This must be the name as it appears on the authorized user's ID.
  7. Select Continue to save.

 

My T-Mobile

  1. Log in to your My T-Mobile account.
  2. Select your name/My Account.
  3. Select Profile.
  4. Select User Roles.
  5. Select Add new authorized user.
  6. Select Email address or Phone Number.
  7. Enter and confirm the email address.
  8. Enter legal first and last name of the authorized user. This must be the name as it appears on the authorized user's ID.
  9. Select Continue.
  10. Read disclosures and select the acknowledgement box.
  11. Select Confirm.

Only the Primary Account Holder can manage Authorized Users on an account.

T-Life App

  1. Log in to the T-Life.
  2. Select the Account tab.
  3. Select the gear icon in the top, right corner.
  4. Select Permissions & Controls.
  5. Select User Roles.
  6. Select the arrow next to the name of the authorized user you would like to manage or edit.
  7. Select the role you would like to assign to the user. You may select:
    • Authorized User
    • Restricted User
  8. Select Save Change.
  9. If you do not wish the user to have web access, select Disable User's Access Web and App. Disabling access to the web and app does not restrict a user's ability to receive help from Care or Retail.
  10. Select the box next to line you want to disable.
  11. Select Save Changes.

 

My T-Mobile

  1. Log in to your My T-Mobile account.
  2. Select your name/My Account.
  3. Select Profile.
  4. Select User Roles.
  5. Select the arrow next to the name of the authorized user you would like to manage/edit.
  6. Select the role you would like to assign to the user. You may select:
    • Authorized User
    • Restricted User
  7. Select Save Change.
  8. If you do not wish the user to have web access, select Disable user's access web and app
    Disabling access to web and app does not restrict a user's ability to receive help from Customer Care or Retail.
  9. Select the box next to line you want to disable
  10. Select Save Changes.