T-Mobile is now directing customers to visit a store for assistance if they are unable to provide proof of authorization. This new policy has been implemented across T-Mobile call centers nationwide, adding an extra layer of security before customer service can be rendered.

As part of the updated procedure, customers will be required to complete two verification steps when they call T-Mobile for support. The new protocol includes:

• Calling from a number associated with the account in question.
• If calling from an unassociated number, customers must access the associated line and provide a One-Time Password (OTP) sent to that number.

This change particularly affects accounts where the primary account holder is not listed as a user, such as parents managing children's lines. It's essential for users to update their PINs and ensure they have access to a line on the account to smoothly access their information when needed. If these conditions are not met, customers may face greater challenges while seeking assistance, including mandatory store visits.

For account security, the T-Mobile ID can be set up through the T-Life app by the primary account holder, which helps to further safeguard personal information and minimize risks of fraud. Additionally, the company does not allow users to transfer eSIMs via its app in response to numerous SIM swap incidents.