Order and change a SIM card

• Upgrading to a different device that requires a different SIM card.
  • Some devices require different sizes of SIM cards.
  • Some devices require a certain SIM technology to use specific services like Wi-Fi Calling.
• Returning a device with an embedded SIM card.
  • If a new device is selected the mobile number can be moved to a new SIM card.
  • If no new device is selected the line should be canceled.
  • If neither action is taken T-Mobile may cancel the associated line after 14 days and deactivate the returned embedded SIM card.
• Old SIM card is lost, stolen, or damaged.
• Completing a Market Transfers.
   

Do not change a SIM card for any of the following reasons:

• New activation. All new lines of service come with the SIM card already activated.
• Expired SIM cards. If the SIM card has passed the Activation Date listed on the SIM card packaging, it can no longer be activated.
• Prepaid restrictions:
  • SIM cards cannot be changed within 30 days of mobile number change.
    Exception: If a caller verifies all account information, the SIM can be changed. This precaution prevents the account from being stolen by changing the SIM and mobile number.
  • Prepaid SIM Changes take 10 minutes to complete for security purposes, to allow time for the customer to be notified. If you try to change another SIM within the 10 minutes, the system will show an error that an order is already in process.
• Cross Brand SIM Cards. MVNO or partner brand SIM Cards will not work on T-Mobile accounts.
• Retail teams calling the RSL IVR: RSL is NOT authorized to bypass OTP to perform a SIM swap, a verified OTP is required.
   

To help minimize fraudulent scenarios, SIM cards should only be sold when they are associated to a T-Mobile account or phone number. 

eSIM/BYOS: Remove the physical SIM card item from the cart in DASH and mPOS when it appears.

Only the Billing Responsible Party (BRP), Primary Account Holder (PAH) or an Authorized User can request a SIM Change. To replace a SIM card through Customer Care, follow these steps:

1. Find out why the SIM needs to be replaced.
2. Offer to send a replacement SIM by using the steps below.
   • Do not offer to replace customers' SIM at a store.
   • If customers ask to get a replacement at a T-Mobile store, follow the In-Store Pickup section.
3. Activate the SIM within the billing system prior to having the customer insert the SIM card into their device. 
   • To update an EID for a Mobile Internet (MI) line, work with your Team Manager to use Samson; customers cannot respond to the interactive SMS. 
   • To update a SIM for HSI devices, change in Atlas. If the text is too small, take a picture and zoom in to enlarge.
   • An update to exclude MI lines is being worked on.
4. Do not attempt to change the SIM card again if it's been less than 2 hours since the first SIM card change. 
5. Do not file a ticket in your troubleshooting dashboard if it's been less than 2 hours since the SIM card change.

Do not provide pricing or memo that the SIM card should be free.

1. Advise customers there may be a charge for the SIM card and retail reps will determine in-store pricing.
2. Use the Store Locator to check for the nearest Sales location.
   • T-Mobile-owned / Branded stores sell SIMs.
   • Retail Partner Sales locations may or may not sell SIMs.
   • National Retail Partners do not sell SIMs.
3. Provide store hours and directions for the store.

In Device Dashboard, Atlas indicates under the SIM number with notifications if a block is active when attempting a SIM change. The SIM change is disabled or greyed out until the blocks are removed.

• SIM Protection status displays if protection is off or on, and only the PAH can disable this feature in self-service.
• If Fraud SIM Block (TFB) is active 'SIM Change Fraud Block is active on this subscriber line, please refer to Magenta Pulse' displays. Refer to to Fraud SIM Block: TFB

1. Back up any contacts saved to the SIM card using Backup & Restore.
2. Check Devices to determine which SIM card the device requires.
3. Provide the cost for replacement SIM replacement guidelines.
4. Advise customers:
   • Contacts stored on the SIM card will not automatically transfer to the new SIM, they need to be backed up.
   • SIM cards ordered through Customer Care are shipped free of charge. However, you can purchase expedited shipping to get it faster.
   • When the SIM card arrives, it is not activated. You can change your SIM card to activate it. See Order and change a SIM card: Self-service.
5. In Atlas with an account in focus, choose the Toolbox tile in the left-hand bar and select Accessory purchase to complete the order.

National Retail Only Exception: See National Retailer steps to assist customers in these locations. Note: All Sim changes in Care should be completed in Atlas Device dashboard.

1. SIM blocks: Check for SIM Protection or Fraud SIM Block. Tapestry indicates if a block is active when attempting a SIM change, and the SIM change is disabled or greyed out until the blocks are removed.
   • In Device Dashboard or Line Details, tap the tooltip (i) to check:
     • If SIM Protection is active, this message displays: "Block SIM active. To enable Update SIM go to Account Summary and have an authorized user update the Manage block preferences for this line." Only the PAH can remove this feature in self-service. Refer to SIM Protection.
     • If Fraud SIM Block (TFB) is active, this message displays: 'SIM Change Fraud Block is active on this subscriber line, please refer to Magenta Pulse.' Refer to to Fraud SIM Block: TFB
2. When a caller asks for a SIM swap, always ask why they need to update the SIM card.
   • Most customers can simply move their SIM card from an old phone to the new one without a SIM change.
   • Do not make changes unless it's truly needed.
   • If the customer suspects that someone may have their device or SIM and is stopping the SIM change or if they have had SIM swap fraud, follow Fraud call scenarios > SIM Swap Fraud. (Only Coach and above assist with SIM changes needed to resolve SIM swap fraud.)
3. Validate the SIM Status shows Available in Atlas under Tools. If the status reflects terminated, the SIM card cannot be used and a new one is needed.
4. If customers have a dual SIM device with eSIM, check eSIM to make sure it will work for their device and account type.
5. To prevent unauthorized account changes, do not make changes for other departments.
   • Offline teams and Retail teams, both COR and Authorized Retailer, have access and do not need assistance.
     • National Retail locations may contact RSL for SIM swap assistance. In these cases, the RSL is required to validate an OTP, there is no option to bypass this requirement.
     • T-Mobile for Business TEX agents and the Business Support Line should assist sales reps that don't require a token ID for verification. See Sales rep verification.
     • Never bypass the One Time PIN (OTP) validation unless directed by policy.
     • Follow the fraud quick guide and report Authorized Retailers who refuse to try and change the SIM in store when there is no documented system issue and the customer has a device that is able to receive the OTP..
   • Make sure that you're speaking with the Billing Responsible Party (BRP) or Authorized user. For Messaging, make sure the customer has PAH or Full permissions. See Account verification & permissions: Messaging.
6. Review the following information with the customer:
   • If the phone is on a call, the call will drop when the SIM is changed.
   • Ask the customer if there are any other questions or concerns before processing these changes to ensure first call resolution and decrease customer effort.
   • Contacts stored on the SIM card will not automatically transfer to the new SIM, they need to be backed up.
   • While most changes occur within minutes, it may take up to 2 hours for the new SIM to activate. Turn off the device and turn it back on during the two-hour time frame until a ‘Welcome to T-Mobile’ text message is received.
7. Send a one-time PIN to the BRP or Authorized user. Prepaid Legacy customers do not require a One Time PIN for SIM replacement.
   • If the customer cannot receive an SMS (such as the OTP) on their line, send the interactive SMS confirmation to an alternate line on the account by checking Send SMS to alternate MSISDN.
   • To update an EID for a Mobile Internet (MI) line use Samson; customers cannot respond to the interactive SMS. 
   • To update a SIM for HSI devices, change in Atlas Device dashboard. 
   • Business & Government Non-Retail accounts: OTB bypass is only available in two situations:
     • Telecom Expense Managers (TEMs) request a SIM change and there is an LOA on file.
     • Implementation Managers request a SIM change during onsite deployments.
8. Use Change SIM card to change the SIM card (ICCID) or eSIM (EID) number. 
   • Atlas/Tapestry will send a 1-way SMS notification to the BRP/PAH to alert them of the SIM change. No response is required.
     
   • This is different from the ACE interactive-SMS below, which does require a response within 10 minutes.
9. If ACE does not automatically approve the SIM change in Atlas, check the ACE status:
   • Waiting for customer response
     • Customers must respond to the iSMS message (from their line, or the line it was sent to if an alternate MSISDN was used) within ten minutes or the SIM change will be denied.  
     • The status & memo will update to indicate if the customer responded to approve/decline or did not send a response. 
     • If sending the SMS to an alternate MSISDN, the Atlas UI notification displays the last 4 digits of the selected number. The user of that phone line must respond to the SMS.
     • The line performing the SIM change is masked to the last 4 digits.
     • If the SMS Notification is not received, see SMS notification.
   • ACE - Denied or Rejected
     • Further verification is needed to ensure the protection of customers' accounts. They must stop by a T-Mobile store with their Photo ID for assistance with the SIM change.
     • If customers have a mobility issue and state they cannot visit the store, partner with your Coach+ to follow the steps in Account verification and bypass to escalate to the Verification Team.
   • Do NOT use Samson to change the SIM if the SMS was not received or the request was denied.
10. If the device has an eSIM, provide the customer with the device specific steps to download their eSIM profile.

To help safeguard accounts during SIM change transactions in Atlas & Tapestry, ACE is a backend solution using account specific criteria to determine in near real-time if a SIM Change should result in approval, denial or request further approval from the customer with a response by SMS.

• Atlas will display the status as a notification on the SIM change screen (along with memos) on the ACE/SIM Change status.
• After submitting for a SIM Change in Atlas and ACE is initiated, the status will update to one of the following:
  • Approved The change was approved and the SIM change will proceed.
  • Waiting for customer response Customers must respond to the interactive SMS (iSMS). See SMS Notification for next steps.
    The status & memo will update to indicate if the customer responded to approve/decline or did not send a response.
  • ACE - Denied or Rejected Further verification is needed to ensure the protection of customers' accounts. They must stop by a T-Mobile store with their Photo ID for assistance with the SIM change.

If customers have a mobility issue and state they cannot visit the store, partner with your Coach+ to follow the steps in Account verification and bypass to escalate to the Verification Team.

• National Retailers must call the RSL IVR to request a SIM swap. Do not advise National Retailers to complete a SIM swap in store.
• Ensure Retail Sales Representative credentials have been authenticated.
• An OTP must be verified to proceed with a SIM swap.
• Follow steps to change SIM in the Change the SIM section above.

1. Use account memos and SIM card costs and inventory handling to make sure they were charged incorrectly.
2. After you confirm the charge is incorrect, use Credit & adjustment support to correctly adjust the charge.

For inventory information, see Handling Inventory. To replace a SIM card in-store, follow these steps:

1. Back up any contacts saved to the SIM card using Backup & Restore.
2. Check to determine which SIM card the device requires:
   • Look at the Features section in the Device space.
   • If customers have a dual SIM device with eSIM, check eSIM to make sure it will work for their device and account type.
3. Provide the cost for replacement. You must complete a Reset SIM in the Atlas toolbox before a replacement can be issued.
4. Review the following information:
   • If the phone is on a call, the call will drop when the SIM change is submitted.
   • Contacts stored on the SIM card will not automatically transfer to the new SIM, they need to be backed up.
   • While most changes occur within minutes, it may take up to 2 hours for the new SIM to activate. Turn off the device and turn it back on during the two-hour time frame until a ‘Welcome to T-Mobile’ text message is received.
5. If possible, make sure the customer’s phone(s) are powered on with the SIM inserted.
6. Log in to Tapestry and verify the customer, including the following:
   • The ID you're scanning belongs to the customer in the store
   • The ID matches the name you selected when you accessed the account
   • The billing address is accurate and up to date
7. In Account Summary, tap on Line Details and swipe left on the line looking to Update SIM. Select Update SIM.
   • Choose a radio button to indicate reason for SIM change, then select Continue.
   • Choose Bring Your Own SIM if customers do not need to purchase a SIM.
   • Only use the Send SMS to Alternate MSISDN checkbox if both of these apply 
     • ACE doesn't automatically approve the request.
     • Customers can't respond to the interactive SMS from the line you're changing the SIM on.
     • If sending the SMS to an alternate MSISDN, the Atlas UI notification displays the last 4 digits of the selected number. The user of that phone line must respond to the SMS.
     • The line performing the SIM change is masked to the last 4 digits.
8. Use SIM cards that are included in device boxes when customers purchase the device for an Activation or Upgrade.
9. Scan or enter the new SIM number and SIM SKU, then choose Continue to validate the SIM.
   • Atlas/Tapestry will send a 1-way SMS notification to the BRP/PAH to alert them of the SIM change. No response is required.
     
   • This is different from the ACE interactive-SMS below, which does require a response within 10 minutes.
10. Wait for the Account Change Engine (ACE) to approve or deny the request.
    • In the rare situation where an SMS notification is sent, customers must respond to the notification to complete the SIM change. within 10 minutes or it will be automatically denied
      
    • If you don’t see the approval/denial, refresh Tapestry by dragging down on the Line Details or Device Dashboard screen.
      
    • If customers are not able to respond on their line, select the Send SMS to Alternate MSISDN checkbox and choose another line on the account.
      • If sending the SMS to an alternate MSISDN, the Atlas UI notification displays the last 4 digits of the selected number. The user of that phone line must respond to the SMS.
      • The line performing the SIM change is masked to the last 4 digits.
11. Check account memos to make sure ACE approved the request. If not, follow the steps for ACE SIM change denied.
12. After the request is approved and complete, ring out the SIM in the mPOS.
13. If the device has an eSIM, follow the device settings to download and install the eSIM profile.

ACE is a security tool that evaluates customer and account specific factors to determine if a requested transaction, such as a SIM Change, should be approved or denied. Once complete, ACE memos the account to indicate if the request was Approved, Denied, or In Review (iSMS confirmation)..

If ACE denies a SIM change, contact the SIM Change Verification Team at 1-833-822-3020 for a manual review of the SIM change.

• This number is for In-Store use only.
• Do NOT provide this number to customers.
• Do NOT contact the RSL. They cannot assist with ACE denials.
• You’ll need to provide your dealer code and token, as well as answer any questions they have. 
• Care teams cannot assist with ACE denials. When a store calls for a SIM Change after an ACE denial/reject (memo present), In-Store representatives must follow the process for ACE denials listed above.
  • ACE Evaluation memo detail examples:
    • ACE Approved: "SIM change approved. Requesting Channel: " 
    • ACE Reject: "SIM change denied. Check Magenta Pulse for current ACE handling policy. Requesting Channel: "
       

If the SIM Change Verification Team declines the SIM change, let the customer know that we can’t validate the account and, due to safety and security precautions, the SIM change cannot be authorized. If the customer is an Authorized User, tell them to have the Primary Account Holder initiate the SIM change.

1. Confirm there is a recent SIM card change on the MSISDN(s) in question and ask the customer what SIMs should be on which MSISDNs.
2. Verify the account, if you cannot verify the account with the Billing Responsible Party (BRP) or Authorized User (AU), then do not proceed.
3. Engage your local CEC Operations Support Team for them to complete Virtual SIM steps:
   • Access a Virtual SIM card, and do a SIM change on the MSISDN that got the wrong SIM Card. You can bypass the One-Time PIN.
   • Complete a SIM Reuse for the SIM card you just deactivated.
   • Change the SIM card back to the old SIM card.
   • Repeat the process of reusing the Virtual SIMs until you have made all of the corrections on the account.
4. If speaking to the Billing Responsible Party:
   • Offer to set up or change the Customer PIN/Passcode for their account if speaking to the BRP.
   • Offer to add the Port Protection feature.
   • Resolve all other account issues and offer compensation, if requested.