Account Hub account management

Business TEX & TFB Direct use these steps to help business customers in Account Hub with account maintenance. Account Hub is an online self-service portal and account management tool for business customers.

Things to know

Eligibility

Eligible
  • TFB Micro
  • Business with SSN-formerly Sole Prop
  • Small to Medium business
  • Enterprise
  • Strategic
Ineligible
  • Individual liable (I/L)
  • Individual MCSA (I/M)

Friendly error messaging

  • Account Hub users may see an error message when attempting to add a feature or service that conflicts with an existing feature, service, or rate plan. This occurs because SOC validation has been added to Account Hub.
  • The error message identifies the conflict and recommends selecting a different feature. If you believe the message appears in error, follow standard troubleshooting procedures.

Account management

Line identifiers for organizations onboarded on Account Hub that have I-Billing assigned to the BAN can be updated in Account Hub but can no longer be updated in I-Billing.

Line identifier updates will reflect in the Account Management section immediately after upload processing. Updates or changes will not reflect in the reporting sections of Account Hub (TBIA) until the next bill cycle closes and are not retroactive to closed bill cycles.

To add a line to an existing account see Account Hub Shop > Line Creation/Addition.

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Global Settings.
  4. Click the Line Identifiers box.
  5. Add, edit, or remove line identifiers. You can add an optional description for each.
  6. Choose Enter in Checkout box and decide whether to make it required if wanting to collect line identifiers during new activation orders.

  1. Use the desktop icon or Account Hub ​ link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts.
  4. Click the three dots for the account from the "Manage Lines" tab and select Add/Update account name.

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line on the "Manage Line" screen and select Update line identifier.
    • To update multiple lines in the same change, click the checkbox next to each line, then click Update line identifier to update all lines.
    • To update line identifiers in bulk, select Bulk upload under Account Actions.
      NOTE: Only lines to be updated should be included in the bulk upload. Including lines not to be updated in a bulk upload may result in any line updates previously applied to be lost. Reference the System Issues – Workaround Hub for any workarounds.
  5. Edit the applicable fields (up to five-line identifier fields), then click Submit changes. If the company has new users who need access to I-Billing, the existing I-Billing administrator can create these in I-Billing or Care can follow the Add I-Billing steps for new I-Billing requests.
    • Granting access to I-Billing does not allow the new user to update line identifiers in Account Hub.
    • Care, the Business Owner (BO) or the Account Manager must perform the line identifier update in Account Hub using the above steps.

Call forwarding is an available bulk transaction.

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. Organizations with more than one BAN, locate the BAN needed and click the number to open the BAN summary page. Proceed to step 4.
  4. Click Bulk upload under Account Actions.
  5. Select the desired bulk change type:
    • Change numbers
    • Restore lines
    • Suspend lines
    • Update line identifiers
    • Transfer numbers
    • Voicemail PIN Reset
    • Cancel subscribers See cancel subscriber section for eligibility requirements.
    • Change SIM The bulk template provides the option for the user to enter either the EID for eSIM or the new physical SIM number based on the SIM type supported by the device. Do not include "F" at the end of the pSIM or EID.
    • Manage Watch Pairing
    • Generate Port Out PIN
    • Change services
  6. Select the file format type (CSV or XLS).
  7. Click download and complete the required info.
  8. Upload the completed template by clicking Upload file.
  9. Click Submit change. A transaction number appears and can be viewed on the Transaction History page.

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line from the "Manage Lines" tab and select Call forwarding.
    • To update multiple lines in the same change, click the checkbox next to each line, then click Call forwarding.
    • To manage call forwarding in bulk, select Bulk upload under Account Actions.
      • Only lines to be updated should be included in the bulk upload. 
  5. Toggle Call forwarding:
    • On to enable Call forwarding
    • Off to disable existing Call forwarding
  6. Select the call forwarding type:
    • Option 1: Forward All Calls
      • Instantly sends every call to the number you choose.
      • The device will not ring, calls are forwarded immediately.
    • Option 2: Customize Call Forwarding (Conditional)
      • Lets you forward calls only in certain situations:
      • When busy – forwards if the line is already in use.
      • When unanswered – forwards if the call is not picked up within a set time (default 15 seconds, adjustable).
      • When unreachable – forwards if the device is off, out of range, or in airplane mode.
      • Your device may still ring first, depending on the condition.
  7. Capture all required information:
    •  Forward to phone number
    • End date (if applicable)
  8. Submit changes.
  9. A success message is displayed.
  10. Transaction data can be located on the Transaction History page.

AHUB for Care users will not see call forwarding on FED Government BANs.

Refer to the TODD Account Hub – Call Forwarding Guide for detailed instructions:

  • English version of the guide
  • Spanish version of the guide - TBD

  1. From Manage Accounts, select Manage Lines.
  2. Select which line(s) you would like to update the Caller ID Name.
  3. Select the More Actions tab.
  4. Select Manage Caller ID Name.
  5. Input the name the customer would like to be seen on Caller ID.
  6. Select submit changes.

Eligible Enterprise customers can request the Cancel subscriber feature be added to their Account Hub. A 1STOP TFB Customer Portal request in Salesforce must be submitted to request this feature. Customers must have a No Saves agreement in their MCSA to be eligible to add this feature. 

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line from the "Manage Lines" tab and select Cancel subscriber. 
  5. Select the appropriate reason for the cancellation from the "Reason for cancellation" field.
  6. Select the cancel date.
  7. Click the T&C agreement box > Continue. A transaction number is provided to the customer; this can be located on the Transaction History page.

  1. Use the desktop icon or Account Hub ​ link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line from the "Manage Lines" tab and select:
    • Change number
      1. Select the appropriate reason for the mobile number change from the "Reason for change" field. 
      2. Provide a preferred area code, market code or zip code.
      3. Choose from the Preferred NXX numbers when they display.
      4. Click the box to agree to the terms.
      5. Click Submit change. A transaction number is provided to the customer; this can be located on the Transaction History page.
    • Change rate plan.
      1. Select the plan you would like to change to, then click Next.
      2. Click Yes and Proceed when the "Are you sure you want to change your rate plan?" popup appears.
      3. Select the desired service changes the "Select Services" page and click Next.
      4. Select the checkbox to agree to T&Cs and click Confirm. A transaction number is provided to the customer; this can be located on the Transaction History page.

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line from the "Manage Lines" tab and select Change SIM.
  5. Click Yes on the 2 Factor Authentication window.
    • Have customer complete verification steps using email or Google Authenticator.
    • If you have multiple accounts, select the desired account.
  6. Click the three dots for the desired line from the" Manage Lines" tab and select Change SIM. The Change SIM window appears.

  1. User selects the Manage Accounts > BAN > Manage Lines-> Line > SIM change transaction. 
    • The SIM change modal is displayed after 2-Factor Authentication.
    • Complete 2 Factor Authentication and select YES to proceed.
  2. The SIM change modal will appear. The Checkbox option “The customer would like a new eSIM /ICCID profile” is available only for Single line SIM change for CARE users. It is not available for Multiline, Bulk transactions and for BO, TEM, or End users.
  3. The SIM Change modal provides the option for the user to select the SIM type supported by the target device. The eSIM radio button is selected by default. For an eSIM device the instructions on how to get the device IMEI can be viewed by clicking “How do I find this?” link.
  4. For an eSIM device the User enters the IMEI. 
  5. EID field in the modal is auto populated, if the corresponding EID is available in the backend and the submit button is enabled. When the user clicks the submit button the SIM Change transaction is submitted.
  6. If the EID is not available, the user is requested to enter the EID manually. On entering the valid EID number format, the submit button is enabled. On click of the submit button the SIM Change transaction is submitted.
  7. If the device is not eSIM compatible, the message “The phone is not compatible. Please try a Physical SIM” is displayed.” The user can select the Physical SIM Change option, provide the new physical SIM number and the submit button is enabled.
  8. When the user Submits Transaction, the request complete modal is displayed with the Transaction number.

  1. Login to Account Hub.
  2. Select Account Detail, on the Manage Accounts menu.
  3. Select Account Profile to expand the box.
  4. Select Edit next to Account PIN.

  • Make/Model
  • Device Storage
  • Device Upgrade
  • Warranty
  • Equipment Installment Plan
  • Lock Status
  • Physical SIM Number
  • IMEI

  1. From Manage Accounts, select Manage Lines.
  2. Select which line(s) you would like to update the E911 or PPU Address.
  3. Select the More Actions tab.
  4. Select Manage E911 & Usage Address.
  5. Select edit next to the address that needs to be updated.
  6. Enter new address.
  7. Select submit changes.

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line from the Manage Lines tab and select Generate Port Out PIN.
  5. Click Generate.
  6. The TPOP and transaction number are provided and can be located on the Transaction History page.
    • Each line requesting a TPOP will receive a unique TPOP specific to that MSISDN.
    • To deactivate the TPOP, go to the Transaction History page and search for the transaction number.
    • Click Deactivate Port Out PIN.

Call forwarding is an available multi line transaction.

  1. Use the desktop icon or Account Hub link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts.
    • Organizations with more than one BAN, locate the BAN needed and click the number to open the BAN summary page.
    • For a transaction over 12 lines, use bulk transaction.
  4. Select multiline transaction type:
    • Change number
    • Change SIM (eSIM or Physical SIM)
    • Suspend line
    • Restore line
    • Update the line identifier
    • Transfer number
    • Voicemail PIN Reset
    • Cancel subscriber. See cancel subscriber section for eligibility requirements.
    • Manage watch pairing
    • Manage Port Out Protection
    • Manage SIM to device
    • Manage SIM Protection
    • Generate Port Out PIN
  5. Complete the required fields for the transaction type.
  6. Click Submit Change.

  • A BO/TEM/ CARE / End user submits the eSIM Swap using an EID which is already associated with a number.
  • They see the message indicating that the Profile is already in use, contact the Business Team of Experts.
  • CARE team submits the same transaction with the Profile Override Checkbox selected.
  • The transaction is submitted successfully.

  1. Use the desktop icon or Account Hub ​ link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the Promotion Redemption link.
    • Customers will be automatically redirected to the Promotion redemption website Promotions.t-mobile.com 
    • Customer support users will see a message that this action must be completed by the customers directly.

  1. Use the desktop icon or Account Hub ​ link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line from the "Manage Lines" tab and select Suspend.
    • Select the appropriate reason for the suspend from the "Reason for change" field.
    • Select the restore date (same day or future dated) from the "Restore date" field.
  5. Select the suspend dates using the Start date and End date fields (if applicable).
  6. Click Submit change. A transaction number is provided to the customer; this can be located on the Transaction History page.

  1. Use the desktop icon or Account Hub  link to log in.
  2. Search by BAN instead of company name. This ensures you pull up the correct account.
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  4. Click the three dots for the desired line from the "Manage Lines" tab and select Transfer number.
  5. Enter the following details:
    • Number to transfer
    • Preferred transfer date
    • Account number
    • Account password/PIN
  6. Click Submit. A transaction number is provided to the customer; this can be located on the Transaction History page.

  1. Use the desktop icon or Account Hub  link to log in. 
  2. Search by BAN instead of company name. This ensures you pull up the correct account. 
  3. Go to Manage Accounts. If there are multiple accounts, select the desired account. 
  4. Click the three dots for the desired line from the "Manage Lines" tab and select Voicemail PIN Reset. 
    • To update multiple lines in the same change, click the checkbox next to each line, then click Voicemail PIN Reset
    • To manage call forwarding in bulk, select Bulk upload under Account Actions. 
    •  Only lines to be updated should be included in the bulk upload. 
  5. Verify the line(s) being reset can receive  a text message and click Rest.

Restriction: AHUB for Care users will not see Voicemail PIN Reset on FED Government BANs.

  • Use TODD Account Hub VM PIN Resets when customers need support completing a voicemail PIN reset that they cannot perform through Account Hub self-service.
  • Resources are available in:

Manage services

Customers can click Cancel (top-right corner) or Back (bottom-right corner) on the Change Services window to return to the previous page at any time. 

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  3. Click the three dots for the desired line from the "Manage Lines" tab and Change service. 
  4. Select or deselect the active service(s) you would like to add or remove.
  5. Click Review changes.
  6. Select the checkbox to agree to T&Cs, then click Submit changes. A transaction number is provided to the customer; this can be located on the "Transaction History" page.

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  3. Select the line you want to change the service preference on from the "Manage Lines" tab.
  4. Click the Plans & Services tab, then click the toggle on/off option for any of the following:
    • Block Stateside International Calling
    • Block Data on International Roaming
    • Block International Roaming
  5. Click Confirm.

Business owner can enable auto deploy or block auto deploy at the line level. If there are conflicting SOCs those which are not selected will be greyed out.

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the account.
  3. Select the line you want to change the service preference on from the Manage Lines tab.
  4. Click the Plans & Services tab, then click the toggle on/off option for any of the following under International Data Passes:
    • Enable Auto Deploy
    • Block Auto Deploy
  5. Click Confirm.

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  3. Click the three dots for the desired line from the Manage Lines tab and select Turn on SIM Protection or Turn off SIM Protection.
  4. Confirm transaction.
  5. A transaction number is provided and can be located on the Transaction History page.

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  3. Click the three dots for the desired line from the Manage Lines tab and select Turn on Port Out Protection or Turn off Port Out Protection.
  4. Confirm transaction.
  5. A transaction number is provided and can be located on the Transaction History page.

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  3. Click the three dots for the desired line from the Manage Lines tab and select Lock SIM to device or Unlock SIM to device.
  4. Confirm transaction.
  5. A transaction number is provided and can be located on the Transaction History page.

View account info

  • Lines in Account Hub on Manage Lines are sorted to display active lines first by default.
  • Regardless of account size, all active lines show first, followed by suspended, canceled, and reserved lines.
  • Customers can sort columns in Manage Lines page. 
  • Customers can hover over the column and the column name displays an arrow. Upon clicking the arrow, they can change the order of sorting.
  • Sorting is implemented for following columns:
    • Line (largest to smallest, smallest to largest)
    • Line Identifier (A-Z, Z-A) - up to five fields available
    • Line Type
    • Status
  • Customers can filter lines across accounts by Status, Line Type, and Line Identifier.
    • Filter by Status
      • Active
      • Suspended
      • Canceled
      • Reserved 
    • Filter by Line Type
      • Mobile Internet
      • Phone
  • Customers can no longer view canceled accounts. Account Hub filters and hides canceled BANs. Customers see active and suspended accounts only.
  • Customers can download account info from the Manage Lines page and choose an XLS or CSV format.

Account history in Account Hub goes back to when the customer was onboarded. If further transaction history is needed, use Samson. Changes made in Samson reflect in Account Hub immediately once submitted. To view transaction status and history, follow these steps:

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  3. View the list of transactions that have been submitted from the "Transactions" tab.
    • Click the Search box and enter the transaction number to search for a specific transaction.
    • Click the Download button to download all previous transactions.

  1. Search by BAN instead of company name. This ensures you pull up the correct account.
  2. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  3. Look for the Account Manager name with a + [insert number] next to it on the "Manage Lines" tab.
  4. Click the Account Manager name. A pop-up box appears with additional names.

  1. Click Manage Account.
  2. Locate the line needed to view usage then click on the line to enter line detail page.
  3. Click the Usage tab.
  4. Current Usage, also known as Unbilled will display in Current Usage section.
  5. For detailed view of usage, click View Usage Details.
  6. Click the tab for Data, Talk, or Text to find details for the time and date of each activity.

DIGITS lines

  1. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  2. Select the DIGITS checkbox under the Type filter.
  3. Click Apply.

Only customers will be able to see the Manage myDigits link in Account Hub. Care users will not be able to see it.

  1. Go to Manage Accounts. If there are multiple accounts, select the desired account.
  2. Select the DIGITS checkbox under the Type filter.
  3. Click Action menu for DIGITS line.
  4. Click Manage myDIGITS, to navigate to the DIGITS portal.

  1. Go to Manage Accounts and select the desired account.
  2. Click Action menu for line. For multiline and bulk transactions refer to those steps and select Manage watch pairing.
    • Pair or Unpair option is prepopulated based on paired status of the line selected.
    • Pair - enter the watch line or voice line, no spaces, or dashes, to be paired with the selected line.
    • Unpair - this option will be auto selected the watch and voice lines will also be prepopulated.
  3. Click Submit after verifying the information. User will receive an email notification once request is processed and can view details in Transaction History.

Verification and approvals

Use this process to guide customers through approving or rejecting account management transactions that require approval. Approval requirements are optionally set up at the role level in Manage Users > Roles & Permissions in Account Hub to require certain account management transactions to be approved before being processed.

  1. Select Approval Dashboard from the "Manage Accounts" navigation menu.
  2. Select one or more checkboxes from the list of transactions.
  3. Select Approve or Reject from the Actions menu at the top of the table. Admins will have five business days to approve or reject an account management transaction request. If no action has been taken, the request will automatically cancel.
  4. Review the details and select Approve or Reject.
  5. Enter any desired comments associated with the approval/rejection and click Confirm. Entered comments are provided to the submitter in an email notifying them of the approval/rejection.
    • If the transaction is approved, it is submitted for provisioning.
    • If rejected, it is not processed.

For Business customers: Customers with a SSN (such as Business with SSN) need to verify using My T-Mobile while customers with a tax-id need to verify through Account Hub.

  1. Go to the Manage Lines page.
  2. If you have multiple accounts, select the account for which you want to verify military/first responder status. Military/first responder verification and discount plans can be applied to accounts with 12 or fewer lines only.
  3. Click the three dots next to account action, then select Verify military/first responder status.
  4. Enter required info into the form for the military/first responder person on the account or the registered family member if selecting Gold Star.
  5. Click Submit.

Next Steps

  1. If no further documentation is needed, verification displays as completed and customers receive a text confirmation within 48 hours.
  2. If the credentials cannot be verified, customers are asked to upload documentation that proves they are serving or have served.
  3. Once documentation is received, customers receive an email response within 24 hours.