Account changes

PIN reset

The PAH must be using the app on their phone while on our home network (not roaming), with Wi-Fi turned off. If not on our network when attempting to change the PIN, the customer will receive the notification "We couldn't verify your identity." The customer should retry when connected to our network with Wi-Fi turned off.

1. Select Manage tab.
2. Select the gear icon in the top, right corner.
3. Select Security.
4. Select T-Mobile ID.
5. If prompted, log in to the T-Life / T-Mobile app.
6. Select Change PIN/Passcode.
7. Enter new PIN/Passcode.
8. Re-enter the new PIN/Passcode.
9. Select Save.

Change of Responsibility

That process is called Change or responsibility. Essentially, you will be transferring your line's charges to another T-Mobile account

To complete the process, your line needs to be released from the current account. To release your line from the current account, you can connect and ask the account owner to release your line from the account.

Once your line is released, you can contact the owner of the other T-Mobile account to take over your line.

Both account owners can contact us to complete the line release and take over. They can complete it thru chat or by calling our team using this number: 1-800-937-8997 or dial 611

Samson process COR: Samson > actions > Move authorization