Project 10Million Direct to Customer (DTC) support

Use this page to support P10M Direct to Consumer (DTC) with their devices and consumer accounts in Prepaid Rebellion. To support government customers, visit Project 10Million for Schools.

What's the deal?

  • T-Mobile is working to reduce the homework and schoolwork gap in America through the Project 10Million (P10M) Program for parents and guardians in the U.S. and Puerto Rico.
  • Students participating in an eligible government assistance program can apply directly to receive a free hotspot and 200 GB of high-speed data service per year, per household, for five years. 
  • Parents and guardians of eligible students participating in the National School Lunch Program (NSLP) or other eligible government assistance program (listed below) can apply directly for P10M DTC.
    • National School Lunch Program (NSLP)
    • Supplemental Nutrition Assistance Program (SNAP) via P-EBT or EBT
    • Food Distribution Program on Indian Reservations (FDPIR)
    • Community Eligibility Provision (CEP)
    • Medicaid

Metro by T-Mobile and Assurance Wireless customers may have received an SMS or email sharing details and a link about the program. 

Message text 

Check to see if your K-12 student is eligible for 5 years of free internet with a free hotspot. No fees, costs or annual recertification. Keep your student connected, learn more about Project 10Million at xx.xxcom/xx.

Notification window: August 26, 2025 – September 4, 2025

Action: Refer customers to apply online via the link in messages and answer any questions they have.

  • Parents and guardians of eligible students with acceptable proof of eligibility.
  • One free T-Mobile hotspot per eligible US or Puerto Rico household.
    • In Puerto Rico, eligible students must be enrolled in the Puerto Rico Department of Education Public School System.
    • P10M is not currently available to the US Virgin Islands.
  • For students in grades K through 12 and equivalent – not eligible to colleges and universities.
  • 200 GB of high-speed data service each year for a total of five years.
  • Data service ends once allotment is reached until yearly renewal, account is cancelled at the end of the fifth year.
  • May purchase up to five select, at-cost Wi-Fi-only tablets and laptops for use with the hotspot device to use with the hotspot.
  • Accounts are activated in Rebellion Prepaid biller (even if applicants have an existing account with T-Mobile on another billing system).
  • Additional data is available to purchase in the form of $10 10 GB / 30 Days high-speed data passes once the yearly 200 GB allotment is used.
  • Usage notifications will be sent to the Parent/Guardian via email for every 10 GB of hotspot data used.
  • Parents/guardians can monitor their student's data usage, purchase data passes, and order additional devices via My T-Mobile or by calling Project 10Million Direct to Parent/Guardian Support at 1-877-PRJ-10MN (1-877-775-1066).
  • Free hotspots come with a 5-year manufacturer's warranty fulfilled by T-Mobile (loss or damage not covered).

  • Parents/guardians must upload proof dated within one year of their participation in an eligible assistance program to complete their application and be considered for acceptance.
  • Photos of physical documents/cards or screenshots/digital copies are accepted.
  • Student ID cards or blurry/low-quality images are not acceptable as proof of eligibility.

Eligible assistance programs

Program

What you need to apply

Document requirements

NSLP (National School Lunch Program)

Letter of eligibility (physical or email) or online portal confirmation

  • Includes first and last name of the parent or guardian applying.
  • If the document doesn't include the parent or guardian's name, their ID is required.
  • Issued within the past year or not expired.
  • Includes program name.

 

SNAP (Supplemental Nutrition Assistance Program)

  • Letter of eligibility (physical or email) or online portal confirmation
  • Electronic Benefit Transfer (EBT) card front and back

 

  • Includes first and last name of the parent or guardian applying.
  • If the document doesn't include the parent or guardian's name, their ID is required.
  • Issued within the past year or not expired.
  • Includes program name.

 

CEP (Community Eligibility Provision) school

School enrollment letter or report card

 

  • Includes first and last name of the parent or guardian applying.
  • If the report card or school issued letter doesn't include the parent or guardian's name, their ID is required.
  • Includes school name that matches the school name selected in the application.
  • Issued within the past year or not expired.
  • Includes program name.

 

Medicaid

Letter of eligibility (physical or email) or online portal confirmation

  • Includes first and last name of the parent or guardian applying.
  • If the document doesn't include the parent or guardian's name, their ID is required.
  • Issued within the past year or not expired.
  • The word “Medicaid” must be on the card, or it will be rejected.

FDPIR (Food Distribution Program on Indian Reservations

Letter of eligibility (physical or email) or online portal confirmation

  • Includes first and last name of the parent or guardian applying.
  • If the document doesn't include the parent or guardian's name, their ID is required.
  • Issued within the past year or not expired.
  • Includes program name.

 

Puerto Rico & CEP

  • Students of all families living in Puerto Rico are automatically enrolled in the NSLP.
  • Parents/guardians still need to provide a letter confirming NSLP enrollment, which can be requested directly from the school.
  • Students who attend a Community Eligibility Provision (CEP) school only may upload a recent report card or enrollment certificate as proof of eligibility.
  • Report cards and enrollment certificates only accepted for CEP and PR students.

  • Parents/guardians can apply online at www.t-mobile.com/Project10Million  or bring proof of eligibility to a T-Mobile Retail store for assistance. They will need to provide:
    • Their name, email, and shipping address (no PO boxes or military addresses)
    • Their student’s ID, school name, and district name
    • A PIN number and language preference for their account (English or Spanish)
    • Their proof of eligibility
  • Confirm their email address and accept the Terms & Conditions of service. This requires the parent/guardian to be of legal age, which means they are either legally emancipated or have reached the age of majority as defined in their jurisdiction and are able to enter a contract.
  • Email access is required, and parents may be asked to supply an alternate email address if they already have one registered with T-Mobile.
  • Applications cannot be processed by mail or any other method outside of the online form.

  • Limit of one P10M hotspot and account per household.  
    • Students cannot also redeem in the P10M for Schools program.
    • Parents/guardians cannot redeem for multiple students within the same household.
    • After the fifth year, customers may choose to continue the service for a fee, but will not be eligible for complimentary service regardless of the number of K-12 students remaining in the household.
  • Duplicate applications for the same physical address or student ID will be denied, even if there are multiple eligible students living at one address.
  • To ensure fair distribution, a limited number of hotspots are available per year, per state based on population.
    • Parents/guardians will see current state availability at the start of their online application. 
    • Both School and parent/guardian program lines count toward the allotment.
  • Current T-Mobile, Assurance, and Metro by T-Mobile customers may participate and will receive a new account. They may be asked to supply an alternate email address if they already have one registered with T-Mobile.
  • Hotspot devices are locked to T-Mobile SIMs for one year after activation. Unlock requests are available after that.
  • P10M SIMs are locked to hotspot devices distributed for this program; they won't work with other devices.
  • P10M rate plans are TAC-restricted to P10M hotspots.

The following hotspots are supported by Project 10Million:

  • ANS Tinno T-Mobile 5G Hotspot – launched July 2025
  • Franklin T10
  • T-Mobile Hotspot (4G LTE)

The following Wi-Fi only (does not accept SIM) devices are eligible for purchase at-cost through Project 10Million:

  • TCL Tab 8 LE
  • Samsung Chromebook 4 (laptop)

Get Project 10Million DTC

Do not complete the online form on behalf of an applicant. They must accept the P10M terms & conditions to apply. 

If a participant asks you to apply on their behalf, follow these steps.

  1. Let the parent/guardian know they can apply online at www.t-mobile.com/Project10Million. They can also bring their proof of eligibility document to a T-Mobile Retail store for assistance.
    • Recommend they perform a coverage check online or offer to perform one for them to ensure they have T-Mobile service in their area.
    • Set expectations that this is a limited offer. A list of states with open availability will be available at the start of the form and parents/guardians should make sure their state is listed as available before completing the application.
  2. A parent or legal guardian will need to enter the following information in the online form, and they must upload a clear photo or digital copy of their proof of eligibility:
    • Parent's first and last name
    • Email address
    • Current address
    • Shipping address (if different)
      Note: Devices cannot be shipped to PO boxes or APO/FPO addresses.
    • Student ID
    • School name
    • School district name and state
  3. After submitting successfully, they will be sent an email at the address provided requiring them to confirm their email by entering their ZIP code and accepting the program's terms & conditions to complete the order.

Application support

  • Customers apply for the program directly via www.t-mobile.com/Project10Million. 
  • Once they submit their application and the approved documentation, they must confirm their email and sign the agreement to have the device shipped to them.
  • SheerID supports this verification and approval process. Support the customer when errors occur while submitting their online P10M DTC application.
  • Customers have a 7-day window from original application date to complete the application process. If a customer doesn’t complete the application within the 7-day window, they must reapply. Sheer ID will send reminder emails. 
  • If customers have questions about eligible documents during 7-day application window, direct them to the SheerID support link in their email SheerId Help Center.
  • Suspended accounts must be reactivated within 90 days to avoid automatic cancellation. Once cancelled, customer must reapply. Additionally, documentation links sent by SheerID expire in 7 days. If the customer’s link to upload documentation expires, they must reapply with acceptable documentation.

Error message

What it means

What to do

Project 10Million requires an email not linked to an existing T-Mobile account. Please provide a new email address.

This message displays when the email address entered is already associated with a current or recently deactivated T-Mobile postpaid or Legacy Prepaid account.

Let your customer know that P10M DTC accounts live on a different billing platform in our systems and require a different email address to register. Email verification is required to complete the application process, and they will be sent usage notifications for the account to the email they provide.

The information you provided is already connected to an existing Project 10Million account. If you have questions, please call 1-877-PRJ-10MN. [Reference #########]

This message displays when a duplicate application is submitted or when information provided matches some or all of another applicant's info in our system. For example, when a parent tries to apply after their school district has already registered a line for their student.

Care & Telesales

  1. Ask your customer to write down the reference number from the end of the error message, if available.
  2. Transfer them to P10M DTC Support.

 

Retail

  1. Ask the customer if they have a copy of their proof of eligibility document with them.
  2. If yes, offer to assist them with the online application using your Remo tablet by visiting www.t-mobile.com/Project10Million . If they still receive the message note the reference number and contact the Retail Support Line using the utterance "Project 10Million" to connect with P10M DTC Support.
  3. If they do not have their proof of eligibility document with them, ask them if they have the reference number displayed at the end of the message.
  4. If so, contact the Retail Support Line and use the utterance "Project 10Million" to connect with P10M DTC Support.
  5. If no reference number, ask the customer to return later with their proof of eligibility documentation for assistance or to attempt to apply again on their own, ensuring that all their information is complete and accurate. If they still receive the message, they should contact the toll-free number listed in the message (1-877-PRJ-10MN) with their reference number for more help.

 

P10M DTC Support & Social Media Care

  1. Ask the customer if they believe all their info was complete and accurate when submitted. If they are unsure, ask them to reapply.
  2. If the message persists, access Customer Hub UI (CHUB) and log in using your NT ID and password.
  3. Select Navigate to 10 Million Prospects view to access the online application records.
  4. Ask your customer if they have the 9-digit reference number listed in the message. If not, ask for their email, or if they are unsure, their billing street address.
  5. In CHUB, select the Magnifying Glass button above the table headers to search.
  6. Enter the customer's Reference ID or email into the first space under that column and select the Go button to search.
  7. Locate the customer's record by Reference ID or Email and select that line to view their application information.
  8. Ask the customer to verify their Name, Email, Student's ID, and Billing Street Address and review the Rep Comments box for any relevant memos. If any information is incorrect, ask them to resubmit their application online using the correct details.
  9. If everything matches, check the Error Status box for the denial reason and follow the steps below:

 

Sorry but we are not able to verify your address. Please edit your address and try again or call us at 1-877-775-1066.

This message displays when the address verification system could not verify the address entered. All addresses are verified against a database updated by the United States Postal Service (USPS). Valid shipping addresses are required to submit, and we cannot ship to PO boxes or APO/FPO addresses.

  1. Let your customer know we were unable to verify their shipping address against the database of known addresses supplied by USPS.
  2. They should verify the address they entered is complete and accurate.
    • Longer addresses, such as rural routes, may need to be split onto the second address line.
    • Devices cannot be shipped to PO boxes or APO/FPO addresses.
  3. If the application still cannot verify their address, they may either enter an alternate shipping address (such as a friend or family member's home) or contact their local post office to verify their home address is listed properly in their system.

During the review process it was determined: the document was not accepted. You may upload another scan of one of the acceptable documents to complete the process by clicking the button below.

This message displays when the document a customer has uploaded is not an acceptable document as outlined in the acceptable documents list.  

Care & Telesales

  1. Make sure the customer has contacted SheerID for assistance regarding their documentation.
  2. Ask the customer if they can access the email with the error message and they have reviewed the list of acceptable documents. If they have the new document, refer the customer back to the email to upload the updated document.
  3. If they cannot access the email or their upload document link has expired, the customer must reapply.

Retail

  1. Make sure the customer has contacted SheerID for assistance regarding their documentation.
  2. Ask the customer if they have a copy of their proof of eligibility document with them.
  3. If they do not have their proof of eligibility document with them, ask the customer if they are able to access the email with the error message and they have reviewed the list of acceptable documents. If they have the new document, refer the customer back to the email to upload the updated document.
  4. If the customer is unable to access the email or their “upload document” link has expired, they will need to reapply. 
  5. Make sure the customer has contacted SheerID for assistance regarding their documentation.
  6. Ask the customer if they can access the email with the error message and they have reviewed the list of acceptable documents. If they have the new document, refer the customer back to the email to upload the updated document.
  7. If they cannot access the email or their upload document link has expired, the customer must reapply.
  8. If the customer escalates because they believe their information to be accurate and have exceeded the number of attempts uploaded to SheerID follow the steps below once the customer has received the error message.

 

You have reached the maximum number of attempts to submit documentation. During the review process it was determined: Document was not accepted. If you feel the status confirmation failure is an error, please contact Sheer ID for assistance.

This message appears after a customer uploads three documents that are not accepted.

  1. Verify customer contacted SheerID for assistance regarding their documentation.
  2. If they have contacted SheerID after receiving this error and are not satisfied with the response from SheerID or they would like to contest their eligibility. 

 

Issue

Steps

Already receiving P10M in this household/through school

  1. Let your customer know that a P10M line is already activated or in progress for their student. 
  2. If the error specifies "in this household", it appears someone may have already applied for this student.
  3. Explain P10M is limited to a maximum of one device per household.
  4. If another parent/guardian already applied for a student in their household, they are not eligible to also redeem.
  5. If they feel there has been an error (for example, if the student recently changes schools) provide your Coach with the customer's application Reference ID and a brief description of the issue and ask them to escalate to your CSM.
  6. Let them know their issue will be researched and they should receive a verification email with instructions to complete their application within the next 48 hours if approved. 
  7. If the error specifies "through school", the student's school district has already requested a P10M line for them and parents should reach out to their school's principal or guidance counselor for more information.
  8. Explain P10M is limited to a maximum of one device per household, even if they have multiple qualifying students. If their school already applied for a student in their household, they are not eligible to also redeem through the Family program.

 

Account already exists for this address

  1. Ask if they recently moved to a new address.
  2. If yes, search by the customer's current billing street address to see if any other records exist for the same address.
    • Check to make sure the previous record's name, email and student ID are different that your customer's. Do not share any information from any other records with your customer.
    • If they are different, it is likely the last occupant of their address registered for P10M DTC. Provide the customer's reference number to Associate Manager. Ask them to select the Send Verification Email/Override button for this customer in the CHUB UI.
    • Let your customer know they will receive an email within the next 24 hours that will allow them to complete their activation.
  3. If they did not move recently or there is an existing application with their information, educate your customer that an order was already placed for their address and that P10M is limited to a maximum of one device per household, even if multiple students live at the same address.

 

Account with this email already exists


Ask if they previously applied for P10M DTC.

  • If yes, educate your customer that P10M is limited to a maximum one device per household, even if multiple students live at the same address.
  • If not, let them know another parent or guardian may have mistakenly entered their email address when applying for P10M. It is not possible at this time to change the email address linked to a P10M account, but they can reapply online with another email address immediately.

 

Verification email not received, or link expired

Care & Telesales

  1. Verify the customer is in the email account they entered in the application and that they have checked all folders and filters for the email.
  2. Transfer them to P10M DTC Support.

Retail

  1. Verify the customer is in the email account they entered in the application and that they have checked all folders and filters for the email.
  2. Contact the Retail Support Line using the utterance "Project 10Million" to connect with P10M DTC Support.

P10M DTC Support & Social Media Care

  1. Ask the customer to verify the email address submitted with their application.
  2. If the message persists, access Customer Hub (CHUB) UI and log in using your NT ID and password.
  3. Select Navigate to 10 Million Prospects view to access the online application records.
  4. In CHUB, select the Magnifying Glass button above the table headers to search.
  5. Enter the customer's email into the first space under that column and select the Go button to search. If you are unable to locate their record with the email provided, ask for their billing street address.
  6. Locate the customer's record by email or billing street address and select that line to view their application information. If the email address or any other information is incorrect, ask them to resubmit their application online using the correct details.
  7. If everything matches, provide the customer's reference number to your Associate Manager. Ask them to select the Send Doc Resubmit Request Email button for this customer in the CHUB UI.
  8. Let your customer know they will receive an email within the next 24 hours that will allow them to complete their activation.

 

Account support

Care

  1. Verify the customer obtained their P10M hotspot directly from T-Mobile via the Direct to parent/guardian program.
  2. If their student received their P10M hotspot from their school, refer to the Project 10Million for Schools program.
  3. Let your customer know they can log into their My T-Mobile to check hotspot data usage, order new devices, or purchase additional data.
  4. Provide the customer with the P10M DTC Support toll-free number (1-877-PRJ-10MN) for future account support.
  5. Transfer them to P10M DTC Support.

Retail, P10M DTC support & Social Media Care

You can order new Wi-Fi only equipment by using the existing Buy a device: Rebellion steps. 

  • P10M DTC customers are limited to a maximum of five discounted Wi-Fi only tablet / laptop purchases over the five-year life of their P10M DTC account. After that, devices will be available at full retail price.
  • Customers can also log into their My T-Mobile to order new devices.

You can check the total P10M mobile hotspot data using the existing Usage: Rebellion steps.

  • P10M customers receive 200 GB of highspeed mobile hotspot data each year. Data service ends for the year after the allotment is exhausted, however additional data is available for purchase.
  • Customer's 200 GB data allotment will refresh on their P10M activation anniversary (first day of use) each year, for a total of five years and 1000 GB service.
  • Customers can also log into their My T-Mobile to check hotspot usage.

You can help customers purchase additional data using the existing On-demand data pass: Rebellion steps.

  • P10M DTC customers are eligible to purchase $10 10 GB / 30 Day high-speed data passes as needed to supplement their 200 GB total usage.
  • Once purchased, data passes will be active for 30 days or until all 10 GB of data has been used.
  • Set proper expectations that data passes will be used before any remaining 200 GB allotment, so it is best to purchase them only once the full 200 GB allotment has been reached for the year.
  • Customers can also log into their My T-Mobile to purchase additional data.
  • Multiple Data Passes cannot be purchased in the same order. Passes must be purchased one at a time.
  • To avoid multiple Assisted Support Charges, inform the customer that they can purchase passes online.

 

Customers who are nearing the end of their five year cycle are sent an email stating their 5 years are ending and their account will automatically be cancelled.

 

Customers may receive an email notifying them that their P10M DTC account or order has been canceled. This can happen if we were unable to supply a verified shipping address to the carrier, or if customers were asked to reupload valid eligibility documents within 30 days but either didn't reply or replied with invalid documents within the given time.

Care & Telesales

  1. Let the customer know you will connect them with our Project 10Million Direct to parent/guardian support department.
  2. Transfer them to P10M DTC Support.

Retail

Access Rebellion and lookup the customer's P10M account using their email address. Review the log for a memo explaining the cancellation reason.

P10M order canceled due to address verification issues

  1. Assist them with resubmitting the online application using your REMO tablet by visiting www.t-mobile.com/Project10Million.
  2. Advise customers of the following:
    • Longer addresses, such as rural routes, may need to be split onto the second address line.
    • Devices cannot be shipped to PO boxes or APO/FPO addresses.

P10M account canceled after no response or invalid submission within 30 days

  1. Advise customer: 
    • Project 10Million Direct to parent/guardian requires submission of valid documents showing participation in the National School Lunch Program to be eligible. 
    • We were unable to verify the documents submitted with their original application, and requested you resubmit valid documents within 30 days.
    • Account was canceled because we did not receive a reply with valid eligibility documents or we received their reply, but it did not include valid eligibility documents.
  2. Review eligibility requirements and provide address to mail eligibility documentation.
    • Letters must include details of P10M account such as name on account, email address used, and/or P10M device phone number. 
    • Letters without this information cannot be processed. 
  3. Inform customer:
    • It could take 7-10 business days for the paperwork to be received and researched. 
    • Once received, they will receive an email with resolution or additional questions.

P10M DTC Support & Social Media Care

If a customer wants to dispute a verification decision after contacting SheerID and feels a decision was made in error, follow these steps: 

  • Specialist steps:
    • Gather the following details from the customer and engage your supervisor:  
      • First and last name
      • Email used in the application
      • Date of application
      • Eligibility program used
      • Customer notes: What is the customer statement?
  • Supervisor steps:
    • Confirm the dispute is valid and all information has been provided by the customer as stated above.
    • Submit details above to P10M Eligibility Decision Disputes. This email address is not to be used for any other escalations or customer questions.
    • Let the customer know they should expect a response within 2-4 business days.

Troubleshooting

Care

  1. Provide the customer with the Project10Million Consumer Support toll-free number (1-877-PRJ-10MN) for future account support.
  2. Transfer them to Project 10Million DTC Support.

Retail, Project 10Million Consumer Support & Social Media Care

Issues with P10M hotspots should be handled like other hotspot devices. If your customer is experiencing one of the following issues, follow the steps below:

  • No signal / 'No SIM' or 'Insert SIM' error
  • Hotspot shows a red status light
  • Slow or no internet while connected
  • Unable to connect or stay connected to the hotspot
  • 'Authentication Failed' error when entering password
  • Can't find the hotspot or detect SSID
  • Can't access admin console
  • Can't turn on hotspot

 

  1. Look up the customer's account in Rebellion with their Project 10Million order number and confirm that the account is active. If the customer doesn't have their order number or you can't find the customer's account, look up their Order with the email address provided during application.
  2. Check that the device is charged, the SIM card is inserted, and the device has been powered on for at least 2 hours.
    • If the device won't turn on, attempt to charge it. If it still won't turn on, follow the steps under Hotspot Warranty below.
    • If 'No SIM' or 'Insert SIM' is displayed, insert the SIM. After that, follow The Fix flows.
    • Provisioning may take up to two hours from the time the SIM is inserted.
  3. Check the Order status in Rebellion:
    • If you see IN PROCESS, select the Activate Now button if available and then ask the customer to power cycle and try again.
      • Ask them to wait 2 hours and if they still can't connect, to contact us again. When they contact us again, file a Service Desk ticket and contact your local CEC-Operations Support to file a CEC-OST escalation to ensure the fastest resolution possible.
      • If the Activate Now button isn't available, file a Service Desk ticket and contact your local CEC-OST to file a CEC-OST escalation to ensure the fastest resolution possible.
    • If you see COMPLETE, ask the customer to power cycle and try again. If they still can't connect, file a Service Desk ticket and contact your local CEC-OST to file a CEC-OST escalation to ensure the fastest resolution possible.
    • If you see ERROR or another status, file a Service Desk ticket and contact your local CEC-OST to file a CEC-OST escalation to ensure the fastest resolution possible.
  4. In Rebellion, check to see if they have reached their 200GB limit for the year. 
  5. Once you have verified the Rebellion account is active and the customer has data available, follow standard troubleshooting processes for mobile hotspots..

Additional Wi-Fi only tablets and laptops sold through Project 10Million are treated as accessory devices. For device help, refer parents/guardians to the manufacture of their device.

None currently.

Device replacements

Mobile hotpots distributed through the P10M Direct to parent/guardian program come with a T-Mobile-supported internal device replacement policy.

P10M Internal Device Replacement Policy

Note: Warranty is not available on devices provided through T-Mobile's Project 10Million.

P10M Direct to Consumer account may receive up to 1 replacement hotspot device per calendar year at no cost. Any additional hotspot replacements within the calendar year will be at the expense of the customer at full retail price ($89.99).

  • Devices in-scope for this policy: ANS Tinno T-Mobile 5G Hotspot, Wingtech HS1 T-Mobile Hotspot, Alcatel Linkzone 2 Hotspot, Franklin T9 Hotspot, Franklin T10 Hotspot.
  • Policy coverage is available for any reason a customer requests a replacement device, such as, the device not working, battery not holding charge, lost, stolen, broken, etc.
  • Customer must get in contact with a Care representative at P10M Prepaid Care (1-877-PRJ-10MN) to process the device replacement.
  • Replacement device will be fulfilled using current hotspot device A-Stock (use P10M SKU). All P10M active devices qualify for replacement policy.
  • Once account memos are searched to verify no replacements were made in the last calendar year, a no-cost device replacement will be processed by overriding the price of the device.

Retail

  1. Follow all troubleshooting steps on this page.
    • The steps will tell you to exchange the device when required to resolve the customer's issue.
    •  If the customer needs the device replaced for reasons that can’t be resolved with troubleshooting like lost/stolen/damaged, proceed with the next step.
  2. Once device replacement is qualified, contact the Retail Support Line and use the utterance "Project 10Million" to connect with P10M DTC Support who will process the replacement.
    For Puerto Rico stores, contact PR RSL and select option 6. 

P10M DTC Support & T-Force (Reps only)

  1. Troubleshoot customers device before completing a replacement.
  2. If a replacement device is recommended, search account memos to see if any replacements have occurred within the last calendar year.
    • If a replacement has not been completed in the last calendar year, proceed with no-cost device replacement process (override the cost of hotspot device to $0).
    • Create account memo on account noting the date of replacement and $0 cost.
    • Block the old device and instruct the customer to swap the SIM from the original device into the new device when received.
  3. If the customer has a device replacement memo within the last calendar year, proceed with device replacement but inform the customer that they will be charged full retail price ($89.99) for the device.
    • Process payment for the full retail price ($89.99) to complete transaction.
    • Create account memo noting the date of replacement and the $89.99 cost.
    • Block the old device and instruct the customer to swap the SIM from the original device into the new device when received.
  4. Return the device using Buyer's remorse processes.

To process a device replacement:

  1. Only replace the hotspot if you are speaking with the Account Holder or an Authorized user.
  2. Look up the customer's P10M account in Rebellion.
  3. Verify the hotspot meets the requirements for the replacement policy noted above.
  4. Ask the customer to confirm their current Shipping Address and Email.
  5. Process a new device order using the Buy a device: Rebellion steps.
  6. In the Cart view, click the Lock icon next to the hotspot price to override the price to $0.00 (if applicable).
  7. Enter the customer's current Shipping Address and Email.
  8. Before sending out the devices, be sure to follow the instructions to block the IMEI.
    • Block the old device and instruct the customer to swap the SIM from the original device into the new device when received.
    • Account Home, select Support.
    • My phone is lost or damaged.
    • Report lost or stolen device.
      • Yes, suspend this line to prevent changes from unauthorized users.
      • No, keep line active but I want to block my IMEI.
  9. Let your customers know:
    • Their replacement will be processed withing 24 hours.
    • When they receive their replacement, they must remove their existing SIM card from the defective device and insert it into the new hotspot.
    • If customer still has broken/malfunctioning hotspot, encourage them to recycle at closest T-Mobile store.
    • Customer does not need to ship the old device back to T-Mobile.

P10M DTC Support

Resume from Suspend and active replacement device.

  1. Account Overview, select Support.
  2. My phone is lost or damaged
    • Restore service
    • Keep my IMEI blocked and Agree & Submit.
  3. To change the device, select Unlocking, blocking, and SIMs.
    • Change SIM
    • Enter the new IMEI and SIM Card, found under the battery on the back of the device. Note: Replacement device will be shipped with an inserted SIM Card.
    • One-Time PIN Verification - Send One-time PIN via SMS, wait for option to send via email to display and resend one time pin via email to customer.

Additional Wi-Fi only tablets and laptops sold through Project 10Million are treated as accessory devices. For device help, refer parents/guardians to the manufacturer of their device.