My T-Mobile password and locked account troubleshooting

Learn how to troubleshoot password problems or change your My T-Mobile password on this page.

 

 

Troubleshooting steps

To troubleshoot a problem with a locked account, or to reset the password from My T-Mobile, follow these steps:

 

  1. Open a web browser and go to http://my.t-mobile.com.
  2. Click Forgot your password or Unlock your account.
  3. Enter your mobile mobile number and ZIP code and click Continue.
  4. Click Email, Text message or Security questions:
    • Email & Text message: Your phone or email inbox will receive a message containing the password. See phone how tos for steps on checking messages. If you have an internet device such as a tablet or USB laptop stick, use the alternate option of verifying the last 4 digits of primary account holder’s SSN or the account PIN.
    • Security questions: Answer the questions continue to step 5.
  5. On My T-Mobile, enter the temporary password and click Continue.
  6. Enter a new password. The Save button will remain gray if the password requirements are not met.
  7. Re-enter the new password and click Save Password.
  8. You will be logged in to My T-Mobile.

 

 

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