You need your Prepaid personal identification number (PIN) when you call Customer Service or visit a T-Mobile retail store. If you do not know your PIN, it must be reset.
- Call 611 from your phone.
- When prompted, say "Reset pin."
- Follow the automated system steps to reset your PIN.
If you don't have your phone, you can reset your PIN by visiting a local T-Mobile retail store. Make sure you bring your photo ID with you. To reset your PIN, your photo ID must match the account name. Postpaid customers can have their password/PIN reset by calling Customer Service.