I have never set the account up with a PIN but keep getting asked for one to make changes. How do I request the current PIN or change it online? Or do I need to change it at a store or on the phone?
Best answer by HeavenM
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If you didn't set one up, it's probably the last 4 digits of your SSN.
I have tried that, the last four of my number and other ones but none are working. I am calling them tomorrow to get it corrected. I was hoping I could do it online but it is not possible.
Sorry, that's a bummer. I was recently prompted for a PIN and never recalled setting one up. I randomly tried my last 4 and it worked. I'm sure calling or messaging Customer Care will straighten it out for you. Best of luck!
Userlevel 4
+11
Here is what I found to set up a PIN: Call 611 from your phone or 1-800-937-8997; tell the Customer Care person that you want to add a PIN/passcode to your account; it is to be 6-15 digit passcode. The PIN/passcode is asked everytime you call 611 (Customer Care). I tried to copy and paste the info, but I guess it can't be done. Do a search on "Keep your account safe". There are 10 things suggested to do that. Hope that helps.
The process is flawed. It sucks. I called because they canceled my account, OK, that's fine, Ican still login my t-mobile app via wifi and my phone, and was able to chat customer service, and ask if I pay my due balance $954.02 will my service be restored, he replies yes. He has me put the card info ask me if I accept and all went threw nicely. He sendcanned msg. Wait 2 hours and restart phone, and you should be good. I do so and still nothing. I call and they ask for the pin and don't help with out it. I access my via my computer, change my authentication questions, it sends me a PIN, logs.me in the web Site. I call again they see all the activity, that I logon an such, but don't help, because, guess what, no Pin... So frustrated, no two factor verificacion... This sad. I COULD UNDERSTAND IF I AM UNABLE TO MISS OTHER so called authentication methods but damn.
Userlevel 4
+11
I am not an employee of T-Mobile. There is something called T-Force, that may be called something else. You can reach them if you have a FaceBook or Twitter account. I don't do the media thing. Try calling 611, again, and choose the TROUBLESHOOT option. If you live in the US do you live close to a store. Hopefully if one of the members read this may know more than I do, and can offer more support.
Userlevel 7
+15
In some cases, it is the last 4 digits of the main number on an account that has multie numbers on it. If it isn't and it isn't the last 4 of your SSN, I would call back Customer Care, insist to speak to a supervisor, and get this mess resolved. The T-Force team should be able to resolve it as well, but they are going to expect you to enter that PIN for verification.
Great news! There have been updates to our website and app so your account pin can be managed online 😁 This link takes you to the page that shows the steps for the website and app! Update your Customer PIN/Passcode | T-Mobile Support
Good
Have set one up
.
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