Scam Shield Premium feature
T-Mobile's Scam Shield Premium service, is the ultimate call control center that gives customers full control of all T-Mobile's scam protection options. To use Scam Shield Premium features, customers must have the Scam Shield in T-Life app installed on their device.
What's included
Scam Shield Premium requires the Scam Shield in T-Life app to be installed on the customer’s device, where you can control and personalize your protection.
- Scam Shield Premium is an enhancement to the basic scam protection of Scam ID and Scam Block, Caller ID, Allow (never blocked), and Scam Reporting.
- Reverse Lookup allows Premium subscribers to look up a number in the Caller ID database; however, not all numbers include a Caller ID name, as some number owners choose not to provide this information.
- Includes the Voicemail to Text (VTT) feature.
- Android users: Turn on / off VTT by via the T-Mobile Visual Voicemail (VVM) app and toggling off the Voicemail to Text setting. If the customer does not use the VVM app, use the opt-out SOC NOVM2T.
- iOS users: Do not have access to the VVM app. To stop double notifications for VTT, use the opt-out SOC NOVM2T.
- Enables customers to send specific call categories to voicemail or block them, look up unknown numbers for details such as location and carrier, and receive voicemail transcriptions as text.
- Includes call category controls, where Potential Spam is available at no charge in the free version, while all other call categories are exclusive to Premium customers.
- Customers can send specific call categories to voicemail:
- Telemarketing: Calls asking for the purchase of a product or service to the end-user.
- Charity Call: Calls from a non-profit company wanting to inform or solicit information or money from the end-user.
- Potential Spam: Calls that are not specifically targeted to an individual customer.
- Political Call: Calls to give a political message to the end-user.
- Prison/Jail: Calls from prison or jail.
- Survey Call: Calls to collect data or opinions from an end-user.
- Private Calls: Calls from numbers that have their Caller ID blocked.
Scam Shield Free vs Scam Shield Premium
Scam Shield Free
Scam Shield Premium
- Manage potential spam category
- Manage a personalized block number list
- Scam ID (Scam Likely)
- Spam Call Category Tagging
- Scam Block (Scam Block must be enabled to function)
- Caller ID Name (Requires a Caller ID soc or customer can enable it on the app)
- Verified Business Calls (Android only, must be enabled to function) **
- Scam reporting
- Allow list (never blocked) **
- Premium users get access to all free Scam Shield services plus more
- Manage your blocked numbers**
- Manage all call category
- Perform reverse number lookup**
- Get voicemails texted to you*
* Visual Voicemail app available separately for Android users.
* iPhone users must disable Live Voicemail to receive voicemails as SMS.
** Service requires the Scam Shield in T-Life app.
Who's eligible
Eligible to
- Scam Shield Premium requires the Scam Shield in T-Life app to be installed on the customer’s device.
- Postpaid consumer and business 1-12 voice lines.
- Included for all types of Go5G Plus, Magenta MAX, Magenta Plus, Business Magenta Plus, Go5G Business Plus, and Business Unlimited Plus rate plans at no extra charge.
- The SOC must be added at the line level (not BAN) or through the Scam Shield in T-Life app.
- Trial version:
- Small Business customers (B account types) are not eligible for the trial.
- Care should not be manually adding the Trial SOC to customer’s accounts. As of July 2, 2021: For escalated situations, work with site leadership and your Team Manager as the Trial SOC is restricted.
- Customers use the Scam Shield in T-Life app on their device to add.
- Customers who have not previously accepted the free trial can accept a 30-day free trial when prompted in the app.
- The prompt will appear when a qualifying customer engages with a Premium service for the third time.
- Customers will receive an in-app notification when their free trial comes to an end.
- The 30-day free trial requires an opt-in to the premium features or they will stop working if not complete by the end of the free trial.
Not eligible
- LineLink, DIGITS, & T-Mobile Prepaid only: Not eligible for Scam Shield Premium, but it is compatible with Scam ID, Scam Block and Caller ID.
- MI, Wearable, and DIGITS (including Proxy by DIGITS) and versions: ONLY Eligible for VTT bundle.
- VTT bundle features ONLY provides the VTT feature (not Scam Shield Premium) as the app on the device is required to manage premium settings.
- The Scam Shield in T-Life app does not work with Proxy. It only works with standard T-Mobile postpaid lines.
- T-Mobile Scam Shield Premium SOC cannot be added to One Plus and Magenta Plus plans due to the plan already including builtScam Shield Premium SOCs (see plans listed below in built-in SOC conflict rate plans). In these instances, all the included features of Scam Shield Premium are available once the latest version of the Scam Shield in T-Life app is installed.
Plan with Scam Shield Built-in Conflict
- The Scam Shield Premium SOC cannot be added to the below list of plans as the plan already has it built-in, and this causes a conflict. The built-in SOC provides the same services as Scam Shield Premium.
- Customers on these plans can simply install the Scam Shield in T-Life app, start using it, and they’ll get all the benefits of Scam Shield Premium at no additional cost.
- The built-in SOC includes Caller ID service automatically and will not require adding CNMOPTIV separately.
- Scam Block SOC is not included in with the built-In SOC and would need to be added separately.
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Cost & SOC details
To add T-Mobile Scam Shield Premium to an account, add the SOC at the line level. Do NOT add at the BAN level as services will not function.
- Caller ID name is not included with Scam Shield Premium.
- Scam ID service comes included with or without Scam Shield Premium. Do NOT remove the Scam ID SOC. If removed, Scam Block will not function as intended.
Description: T-Mobile Scam Shield Premium and VVT
Note: Trial must be activated from within the app. Do not manually add SOC (SOC is restricted to Team Managers/Site Leadership as of 7/2/21 - see additional trial details below).
Open: 07/24/2020
Description: T-Mobile Scam Shield Premium and VVT for voice
Open: 07/24/2020
* This SOC only adds Voicemail to Text capabilities to the line. The trial must be activated from within the app. Do not manually add SOC (SOC is restricted to Team Managers/Site Leadership).
Set expectations
- Scam Shield Premium and Scam Block do NOT block SMS. Customers can report SMS spam or use their device settings to block messages from a particular number (refer to common procedures).
- Caller ID and Scam Block are not automatically enabled when adding Scam Shield Premium. You can enable both within the Scam Shield in T-Life app or many other methods.
- Scam ID service is an automatic network feature, added to all voice plans upon activation.
- If Scam ID is disabled, the network will stop tagging scam calls as Scam Likely and Scam Block will not be able to block Scam Likely calls.
- This results in the customer not being protected from known scam calls.
- The Scam Shield in T-Life app activity log will display the Caller ID that is passed by the network, which is also true when using the reverse number lookup tool. If the number being looked up cannot be determined by our network, then no Caller ID name will be assigned to the number.
- While roaming internationally, scam protection services like Scam ID, Scam Block, and other Premium features may not work due to roaming agreements.
- With Call Categories, qualifying inbound calls show an identification category instead of a business name or if no business name is available.
- If the customer has Wi-Fi calling enabled and is connected to the T-Mobile network, Scam Shield Premium will work. If they are not connected to the T-Mobile network (meaning there’s no signal), it will not work.
Additional resources
If a number is not corrected after 48 hours or for escalated scenarios:
- Email the following details to your Team Manager:
- Caller name:
- Caller number:
- Issue:
- If the issue is related to the customer dialing specific numbers, list the numbers the customer is dialing.
- Schedule a follow up for 48 hours from now to report the escalation findings and verify the number is showing correctly.
Customers with Scam Shield who are experiencing issues with calls from a correctional or secure facility can manage their settings directly in T-Life.
To adjust call handling preferences:
- Access T-Life.
- Select Manage.
- Select Scam Shield.
- Select Calls.
- Select Filter Spam Calls.
Customers can then choose how a correctional or secure facility call is handled:
- Send calls to voicemail
- Block calls
- Allow calls
For a guided walkthrough, visit the T-Life Simulator on Magenta Pulse.
Support reports of a number categorized incorrectly or blocked when it shouldn't be:
- Anyone can visit https://www.t-mobile.com/callreporting to report numbers incorrectly categorized as well as other scam reporting purposes.
- Categorized incorrectly, for example, a call is tagged as Telemarketing, but the call was from an individual or a reputable company.
- Blocked call that is not a scam, for example, a reputable company or legit persons number is being tagged as Scam Likely which can result in being blocked by Scam Block inadvertently.
- Scam call not identified, for example, a call is a spoofed number from a scammer showing a standard 10-digit number not tagged as Scam Likely.
- The form asks for the incorrectly classified number, name, and reason for the report.
- All reports are reviewed within 48 hours and the appropriate actions are taken to resolve the issue being reported. Not all reports will require an action. No email, SMS, or other contact is sent after submitting a request.
- For customers, you can use the Number Details Tool in Atlas Troubleshooting Tech Tools to request updates to a phone number's spam category. It will be reviewed within 24 hours. Follow Atlas Troubleshooting > The Fix > Signal and Voice > Inbound caller ID: Display is incorrect or not displaying.
- For callers who are not T-Mobile customers, direct them to the https://www.t-mobile.com/callreporting reporting form if they call in about their number being identified incorrectly as a scam.
- Businesses can register as a trusted business entity at calltransparancy.com to ensure their calls are not erroneously labeled or blocked.
Message: "Looks like you have the Voicemail to Text service which is now included in Scam Shield Premium. To make sure your new Premium account is properly set up, please make a quick call to our customer care team at 611. They'll take care of the rest!"
- This message appears if customers use app and also have the $4 VTT feature on their accounts, but they do not have the Scam Shield Premium feature.
- Check customers’ accounts to confirm they have the VTT SOC on the account: VM2TEXT.
- Inform them you can update their accounts from the VTT feature to Scam Shield Premium at no additional cost, and they will still get VTT plus everything else included with Scam Shield premium.