Verification: First Responder plans

Customers must complete the verification process in T-Life, online, or in a store to confirm their eligibility prior to having First Responder plans added to their accounts. Otherwise, they will be moved to standard, current plans. 

 

Eligibility

First Responders are people with specialized training who are the first to arrive and provide assistance at the scene of emergencies such as accidents or natural disasters. 

Three people in front of a wall with the T-Mobile logo.

  • Customers must be the Billing Responsible Party (BRP) and current members, volunteers, or pensioned retirees of eligible First Responder organizations to qualify for First Responder plans. 
  • Customers must complete the verification process within 45 days of activation and must re-verify their First Responder statu every year. 
  • Immediate family members (such as child, parent, or spouse) of someone who lost their life in the line of duty in an eligible First Responder organization may also qualify. 
  • Credentials may only be associated with one T-Mobile account. If customers have multiple accounts, they must choose which account to qualify.
  • Customers on eligible First Responder plans can add the T-Priority $0 SOC and WPS at no chage. See the T-Priority Consumer and T-Priority Business pages for more details. 

 

The roles below are examples that can be used to educate customers about who may be eligible for First Responder plans. Employees should always walk customers through the verification process to determine if they qualify.

  • 911 dispatchers and telecommunicators
  • Ambulance Services employees
    • Private ambulance service employee (e.g. American Medical Response)
    • State ambulance services employee
  • Certified EMTs and Paramedics
  • Local and State law enforcement professionals
    • Correctional officers
    • Detective / Investigator
    • Parole officers
    • Police officers
    • State Game Warden
    • State Troopers
    • Transit and railroad police
  • State, local, and volunteer firefighters
    • Career / Volunteer firefighters
    • Reserve firefighters
    • Wilderness firefighters
  • Search and Rescue professionals
    • City, county, and state Search and Rescue
    • Mountain Rescue
  • Tribal Police. The specific role a person performs in an organization must also qualify. For example, a tribal police officer qualifies, but a maintenance personnel for that organization do not.

 

The roles below are not eligible for First Responder plans.

  • Cadets or Recruits who do not yet have documentation showing their first responder affiliation
  • Federal first responder organizations (such as Border Patrol, DEA, FBI, FEMA, TSA, and US Marshals
  • Former first responders who are not pensioned retirees
  • Hospital personnel
  • T-Mobile employees on employee plans do not have the verification option on My T-Mobile or in the T-Mobile app since these plans are not compatible. 

If roles are not listed as eligible, employees should walk customers through the verification process to determine they are qualified. Based on what they submit, customers will be qualified, disqualified, or asked to provide additional documentation. 

Acceptable documentation

  • Customers must have one form of ID that shows their first and last name, valid dates, organization, and / or status. 
  • Acceptable documentation includes:
    • EMT/Paramedic certification
    • Paystub less than 90 days old
    • Pension certificate
    • Signed affidavit from agency
    • Volunteer or employee ID card
  • Documentation must be in an acceptable file format (such .bmp, .gif, .jpg, .png, or .pdf)
  • Additional documentation may be required for recent name changes, marriage certificates, or First Responder killed in the line of duty. Customers can also choose to get updated copies of documentation with current name and affiliation. 
  • Sensitive information (such as social security numbers) should be omitted, covered up, or marked out when submitting. 
  • Documentation is used soley for verifying First Responder status, and it is destroyed after verification. 

 

Verification

Employees can use these steps to guide customers through the verification process. Employees should never complete these steps for customers or use store/personal devices or systems. 

  • Employees must complete a visual review and confirm customer eligibility before activating or switching customers to First Responder plans.
  • Retail employees should ensure customers submit their eligiblity before they leave the store - If they cannot complete the process, customers must complete it within 45 days or be moved to another plan.
  • If customers meet the eligibility requirements, employees can add the plan and advise customers they need to submit documentation to complete the verification process.
  • If customers do not meet eligiblity requirements or if they cannot complete the verification process, they must choose a different plan until the submit documentation to complete the verifcation process. 

 

Verification process

 
  1. Log into T-Life.
  2. Select Manage and then select the Gear icon.
  3. Select Profile and then select First Responder Verification.
  4. Select the line for your First Responder status and enter any required information into the form. 
    • The available category options are EMT, Police, and Firefighters.
    • If a specific role is not listed, customers should select the closest option (such as EMT for ambulance drivers).
  5. Click Submit Information.
  6. Wait for a text message confirmation within 48 hours if the verification was successful and no further documentation is needed. 
    •  If credentials cannot be verified, customers need to upload documentation that confirms their First Responder role.
    • After the documentation is received, customers will receive an email response within 24 hours.

 

 
  1. Log into My T-Mobile.
  2. Select My Account and then select Plan Details
  3. Select Discounts and then select First Responder Verification. Confirm the correct number is selected and click Get Started.
  4. Select the line for your First Responder status and enter any required information into the form. 
    • The available category options are EMT, Police, and Firefighters.
    • If a specific role is not listed, customers should select the closest option (such as EMT for ambulance drivers).
  5. Click Submit Information.
  6. Wait for a text message confirmation within 48 hours if the verification was successful and no further documentation is needed. 
    •  If credentials cannot be verified, customers need to upload documentation that confirms their First Responder role.
    • After the documentation is received, customers will receive an email response within 24 hours.

 

 
  1. Inform customers they will receive an SMS notification with a link for First Responder Verification that directs them to the Account Hub. They can also log into the Account Hub at https://tfb.t-mobile.com/.
  2. Go to the Manage Lines page.
  3. Select the account to verify the First Responder status (if you have mulitple accounts). First Responder verification and discount plans can be applied to accounts with 12 or fewer lines only.
  4. Select the three dots next to Account Action and select Verify First Responder Status.
  5. Enter any required information into the form for the First Responder on the account or the registered family member if selecting Gold Star.
  6. Click Submit Information.

 

 

Notifications

Customers with First Responder plans who do not complete verification will recieve text messages with details on how to verify, reminders, and impacts if they do not verify. Memos are added to their accounts with each notification and step in the process. 

Day 3Thanks for adding the T-Mobile First Responder Plan! To keep all the exclusive first responder benefits, please verify within 45 days. It’s easy and only takes a few minutes. Visit t-mo.co/planverification to get started.
Day 15Reminder: Don’t lose your exclusive First Responder Plan benefits! Please verify your first responder status by , to keep your monthly discount. It only takes a few minutes. Visit t-mo.co/planverification2
Day 38

Final Reminder: Don’t lose your benefits! Please verify your first responder status by , or standard plan rates & device costs will apply without discounts within 1–2 bill cycles. Visit t-mo.co/planverification4

Day 45T-Mobile: We've removed your first responder benefits from your T-Mobile account because we didn’t receive verification. For further assistance, go to t-mo.co/planverification6 or call 611.

Customer support

  1. Conduct an audit (including reviewing memos) to determine if customers were moved to a different plan and the reason why.
  2. Advise customers they need to fully complete the verification process before they can have a First Responder plan.
  3. Advise customers to submit acceptable documentation within 45 days or their plan will be changed again to a standard plan. If customers provide proof of documentation after the plan effective date, move them back to the First Responder plan.
  4. Contact your coach for any escalations or exceptions if needed and provide the information below. (Coaches and above can use the verification escalation process to handle these scenarios).
    • Issue description.
    • Work completed.
    • Customer Name.
    • Mobile Number.
    • First Responder organization
    • First Responder status.

 

Yearly verification

 
  • Customers are notified via text messages each year stating they must re-verify their First Repsonder status to keep their plan.
  • Pensioned retirees and accounts where the First Responder was killed in the line of duty are not required to re-verify each year.
    • If a First Responder is deceased at the time of re-verification, the family can keep the plan with a change of responsibility. 
    • A change of responsibility may have already been completed during the deceased customer process. 
  • Customers who do not verify their status within 45 days of receiving the text message are migrated to a standard plan at the start of they next bill cycle. The 45-day verification process does not restart with plan changes.
  • Memos are added to customers' accounts with each notification and step in the process. 

 

 

Notifications

Day 3T-Mobile: Heads up! We hope you're enjoying the benefits of your First Responder Plan. It's time to re-verify your eligibility. Please respond within 45 days to keep your monthly discount. It only takes a few minutes. Go to: t-mo.co/planverification8 
Day 15T-Mobile: Reminder: We hope you've been enjoying the benefits on your First Responder Plan. Please remember to re-verify your eligibility by so you can keep your monthly discount. It's easy and only takes a few minutes. Go to: t-mo.co/planverification10 
Day 38T-Mobile: Final Reminder! Please re-verify your first responder status by , or standard plan rates & device costs will apply without discounts within 1–2 bill cycles. Visit https://my.t-mobile.com/profile 
Day 46T-Mobile: We've removed your first responder benefits from your T-Mobile account because we did not receive verification. For further assistance, go to t-mo.co/planverification14  or call 611.

Customer Support

  1. Conduct an audit (including reviewing memos) to determine if customers were moved to a different plan and the reason why.
  2. Educate customers about the verification process required for a First Responder plan:
    • If customers do not qualify or cannot verify, they are not eligible for a First Responder plan.
    • If customers are no eligible, employees should not add a First Responder plan to their accounts.
    • If more than one bill cycle has completed since moving to a standard plan, customers must go through the verification process before moving back to a First Responder plan. 
  3. Advise customers to submit acceptable documentation within 45 days or their plan will be changed again to a standard plan.
  4. Contact your coach for any escalations or exceptions if needed and provide the following: 
    • Issue description
    • Work completed
    • Customer Name
    • Mobile Number
    • First Responder organization
    • First Responder status

 

 

Verification status

 
  • Customers who completed their initial (first-time) verification will have the First Responder segment in Atlas listed as Verified.
    • Customers who recently received a First Responder plan may not yet be verified in our system. However, the segment indicator should appear within the first bill cycle.
    • Customers who do not have the First Responder verification indicator on their accounts need to verify their eligibility to mark their account as verified first responder.
  • Dates for when customers re-verified their accounts are also be indicated in the segment field.
  • The Sub-Segment Status for First Responder Re-Verification provides some additional details:
    • Active: Customer is actively employed First Responder with re-verification due annually.
    • Retired: Customer is retired First Responder with no further re-verification ever required.
    • Deceased: Customer is deceased.
  • Employees with employee rate plans do not have the verification option on My T-Mobile or in T-Life since their plans are not compatible with First Responder plans.

 

 
  1. Access the Account Overview in Atlas and select Manage Profile.
  2. Select Account and then select View Details under Segment.
  3. Review the segment indicator to view the status (The subscriber level provides more details compared to the BAN level).
    • Verified: No action needed - Customer is verified.  
    • Not Verified: Customer has not started or has failed verification. 
    • Initialized: Customer has started but needs to upload documentation. 
    • Pending Review: Customer has uploaded documentation and is under review. 
    • Failed: Customer’s verification has been denied - See the rejection reasons below.
  4. Advise customers of any actions needed.

 

 

Troubleshooting

Rejection reasons

Customer messageNext steps

The document is insufficient for establishing eligibility for this offer.

Ask customer to submit an official document from the list of acceptable documentation.

The document is not official or on the list of accepted document types.

Ask customer to submit an official document from the list of acceptable documentation.

 

The document was unreadable due to poor image quality. Please make sure you have a clearly legible image that's bright and crisp, and try submitting again.

Ask customer to resubmit, making sure the image quality is good and information is clearly legible.

The document is insufficient for establishing eligibility for this offer.

Ask customer to submit an official document from the list of acceptable documentation.

The document is insufficient for establishing eligibility for this offer.

Ask customer to submit an official document from the list of acceptable documentation.

 

The document has already expired or was issued too far in the past. Please upload a more recent document.

Ask customer to submit an official document from the list of acceptable documentation that is not expired.

The date shown in the document is too far in the future. Please upload a more recent document, which proves your current status.

Ask customer to submit a more recent document, which proves your current status.

The job title shown in the document is not eligible for this offer.

Explain to the customer the information provided does not prove eligibility for the plan.

Ask customer to submit a different document or help customer find a different plan that suites their needs.

 

The date(s) shown in the document are insufficient to prove your current status. Please upload a document that includes a recent month and year.

Ask customer to submit a document that includes a recent month and year.

The document does not prove you are a status eligible for this offer.

Ask customer to submit an official document from the list of acceptable documentation  provide a document that shows their current status.

Customer messageNext steps

The status on the document does not match the status you entered on your verification form.

Advise customer the information entered in the verification form must match the documents provided. Advise customer to provide documents that support the information entered or submit a new verification request and select the affiliation matching their documentation.

The birthdate on the document does not match the birthdate you entered on your verification form.

Advise customer the information entered in the verification form must match the documents provided. Advise customer to submit a new verification request entering the date of birth shown on their documentation.

The first name on the document does not match the first name you entered on your verification form.

Advise customer the information entered in the verification form must match the documents provided. Advise customer to submit a new verification request entering the exact spelling of the first name shown on their documentation.

The organization name on the document does not match the organization name you entered on your verification form.

Advise customer the information entered in the verification form must match the documents provided. Advise customer to submit a new verification request entering the exact spelling of the organization they are affiliated with as shown on their documentation.

 

The country shown in your document does not match the country you entered on your verification form.

This offer is extended to this organization in the US only at this time. Please advise customer we will not be able to proceed with verification from a country outside of the US.

 

The last name on the document does not match the last name you entered on your verification form.

Advise customer the information entered in the verification form must match the documents provided. Advise customer to submit a new verification request entering the exact spelling of the last name shown on their documentation.

Customer messageNext steps

A current date is missing. Please upload an official, dated document that proves your current status.

Ask customer to submit a dated document that proves their current status.

Your organization name is missing.

Ask customer to submit a document that includes the name of the customer's organization.

Your birthdate is missing.

Ask customer to submit a document that includes their DOB.

Your first name is missing.

Ask customer to submit a document that includes their first name.

Your last name is missing.

Ask customer to submit a document that includes their first and last name.

Special scenarios

Guidelines
  • There is no time requirement regarding how long ago the first responder was killed in the line of duty.
  • Spouses, children, and parents can maintain a First Responder plan after a change of responsibility is completed as part of the deceased customer process if the first responder verification was previously completed.
    • Employees must follow the deceased customer process if existing customers are killed in the line of duty.
    • Leaders can review required documentation to confirm death, first responder status, and relationship status if the deceased status is missing.
  • There is no time requirement regarding how long ago the first responder was killed in the line of duty.

 

New customers request a First Responder plan
  • Retial: Refer new customers to 1-800-TMOBILE and existing customers to Care for help with a First Responder plan and the verification process.
  • Care: Put customers on  a First Responder plan and follow your site's local process to engage your leadership.
  • Telesales / Virtual Retail / Business Individual Liable: Put customers on a First Responder plan and advise them to contact Care to start the verification process after 24 hours or once they receive their device and/or SIM by dialing 611.

 

Leader steps
  1. Email customers and ask them to provide the following documents:
    • Proof of death (death certificate, obituary, memorial site).
    • Proof of relationship (marriage certificate, birth certificate, etc).
    • Proof of first responder status (Employee ID, paystub, etc).
  2. Review the documentation to confirm it eligibility.
  3. Follow the steps below to change the segment status to Deceased.

 

Details

  • Some customers did not complete the required First Responder verification steps and received a notification on September 29, 2025. 
  • The notification included steps and a verification link based on their digital experience setup (T-Life vs. Calling Care) with direction to submit their eligibility verification within 30 days (by October 31, 20025) to avoid losing their First Responder rate plan eligibility. 
  • First Responder I/S PAH (no BO): Verify through T-Life
  • First Responder I/S, B/C, B/L BO: Call to Care
  • MICROTEX: Customers who call about their First Responder plan should be warm transferred to BTEX using the T-Priority: Support page.

 

Notification

“T-Mobile: We hope you have been enjoying your exclusive First Responder plan benefits.  According to our records, you haven’t verified eligibility for your First Responder plan. To keep your exclusive benefits, verify by 10/31/25. "

  • URL for PAH (PAH_No_BO): https://secure.t-mobile.com/VerifyFR
  • BO: 855-410-9914

 

  • The First Responder verification process does not capture if customers are retired with pensions.
  • If customers state they are pensioned, leadership needs to verify and update their status for them:

 

Atlas

  1. Access the Edit Segment screen (which only appears if there is a First Responder segment).
  2. Click Edit Subsegment.
  3. Select Retired (with pension) or Deceased as needed.
  4. Check the box to provide acknowledgement when prompted.
  5. Select Update changes. The Edit Segment will have an updated status, the renewal date will be N/A, and the re-verification link will be disabled

 

Samson

  1. Go to Action and select Manage Segment Verifications.
  2. Click Add FIRST_RESPONDER on Sub level or BAN level.
  3. Click the First Responder drop-down and select EMT, FIREFIGHTER, or POLICE value.
  4. Click the Status drop-down and select Deceased or Pensioned
  5. Click Save.
  6. Confirm the "Re-verification Not Required" message is on the FIRST RESPONDER option for BAN level with memo type SEGS is added to the account.

 

Guidelines

  • A verifiable First Responder additional line on the account is eligible to receive the First Responder T-Priority network slice and WPS. 
    • The additional First Responder line ID verification cannot be completed on T-Life or Account Hub. 
    • For Business Accounts: Coaches and above can use the First Responder verification escalations process for verification.
  • After verification for the additional First Responder business line is complete, the appropriate T-Priority network slice SOC can be added. 

 

Internal use only

  1. Email the WPS team at PTS-NOC@SecFedOps.com to request WPS be added for the additional First Responder line and include the below information.
    • BAN Name: 
    • BAN #: 
    • MSISDN to add WPS to: 
    • Event details: T-Priority added for a First Responder line. Please add WPS.
  2. Do not provide this email to resolve verification issues as this team does not interact with customers.