mobile365 customers reporting fraud on their active account should contact us as soon as possible.

If you are not a mobile365 customer and you have been contacted by a collection agency regarding an outstanding debt with mobile365 that you are disputing as Identity Theft, we have an online form to fill out. An investigation will be completed within 30 business days (10 business days for CA residents) of receiving all necessary information and documents. Details containing the outcome of the investigation will be sent to the email address provided on the Dispute form.

1. Use the Dispute form to submit all applicable details. 
   • English dispute form 
   • Español dispute form 
2. Have the following documents available to upload to the form: 
   • Copy of an identity theft police report or an Identity Theft Report filed with the FTC (CA residents only)
   • Copy of your state/government-issued ID  

If you suspect fraud and your personal information is not currently with a collection agency, contact us as soon as possible.

As a victim of identity theft, the Fair and Accurate Credit Transaction Act (FACTA) entitles you to receive specific information pertaining to a disputed account/transaction under your personal information. Your request will be processed within 30 business days (10 business days for CA residents) from receipt of the written request, containing all necessary documents. The requested information will be sent by mail to the address provided during the request submission. 

Use the FACTA request form to request information through FACTA. Make sure you have the following documents available to upload:

• Copy of a police report for identity theft or an Identity Theft Report filed with the FTC (CA residents only)
• Signed affidavit from the FTC
• Signed written request detailing what information is being requested 
• Copy of your state/government-issued ID

• Use the T-Life App on your device that has the SIM/eSIM active with your phone number and see steps below.
• You’ll need to be on the mobile365 network while using own your phone to access the T-Life app or mobile365, with Wi-Fi switched off.
• Otherwise, an error notification will display with the next steps, and you’ll be able to try again while on our network using your phone and Wi-Fi switched off.
• Additionally, please ensure to temporarily turn off any private VPN services, including Apple iCloud Private Relay (if active):
  • iCloud Private Relay: Go to Settings > [Your Name] > iCloud > Private Replay, then tap Private Relay, and tap either “Turn off until tomorrow” or “Turn off Private Relay.”
• If you are not the Primary Account Holder, you’ll need to ask them to request for you.
• Please contact us or call us at 1-800-937-8997 for further assistance with getting a transfer PIN.

The PIN/Passcode must have 6-15 non-sequential numbers and cannot be any of the following:

• Sequential (such as 3456789)
• Repeating (such as 444444 or 121212)
• The beginning or end of the mobile number
• A mobile number on the account or your Billing Account Number
• Federal tax ID number, Social Security number, or date of birth

Only the Primary Account Holder can change the account PIN. For access to PIN changes, use your phone while on our home network (not roaming), with Wi-Fi turned off.

If not on our network when attempting to change the PIN, a notification will display and you can try again with your phone on our network, with Wi-Fi switched off. Otherwise, see above (“Having Trouble” for additional steps).

1. Log in to the T-Life app from your device while on the mobile365 network, with Wi-Fi turned off.
2. Select Manage and choose a line.
3. Select All account settings > mobile365 ID.
4. Choose the PIN/Passcode section.
5. Enter and confirm a new PIN/Passcode
6. Select Save. You will be sent a text confirming the PIN/Passcode update request.

Only the Primary Account Holder can change the account PIN. For access to PIN changes, use your phone’s mobile browser while on our home network (not roaming), with Wi-Fi turned off.

• If not on our network when attempting to change the PIN in a mobile web browser,  a notification will display and you can try again with your phone on our network, with Wi-Fi switched off.
• When attempting to use a desktop computer to access PIN changes from mobile365, a notification will display to use your mobile365 device to log in to the T-Life app or mobile365.
• Otherwise, see “Having Trouble?” above for additional troubleshooting.

Steps

1. Log in to your account on mobile365 from a mobile browser (using your device while on the mobile365 network, and not from a desktop computer).
2. Select your name or My Account, then choose Profile > mobile365 ID.
3. Follow the on-screen steps to complete any two-factor authentication if prompted.
4. In the PIN/Passcode section, select Edit.
5. Enter the PIN/Passcode. Re-enter to confirm.
6. Select Save. You will be sent a text confirming the PIN/Passcode update request.

Note: If not on our network when attempting to change the PIN in a mobile web browser, the notification “We couldn’t verify your identify” will display – try again with your phone on our network, with Wi-Fi switched off.

Attempting to access PIN changes from mobile365 using a desktop computer will result in a notification: “For added security, PIN/Passcode update must be completed from your registered mobile device. Please ensure Wi-Fi is disabled.”

1. Log in to My mobile365 at /prepaid or sign up with mobile365 ID.
2. Open the menu and choose the My mobile365 option from your account homepage.
3. Select My Profile > PIN.
4. Follow the on-screen steps to update your PIN.

• Device minimum requirement:
  • iPhone running iOS 16 or later
  • Android running Android 11 or later
  • App notifications enabled
    
• Postpaid lines must:
  • Set up a mobile365 ID 
  • Downloaded T-Life 
  • Set up face or fingerprint recognition settings in T-Life.

1. Have the account Holder or authorized user contact us to set up your account for biometrics.
2. Once the account is set up, you'll be sent a notification to your device. Select it.
3. Follow the on-screen steps to complete biometric set up.

1. Access T-Life on your device.
2. Select the Manage Tab.
3. Select the gear icon.
4. Select Security.
5. Select SIM Protection.
   • Switch the toggle to enable/disable SIM Protection for entire account.
   • Switch the toggle to enable/disable SIM Protection for individual lines on the account.
6. Select Save Changes.
7. Select Continue.

1. Log in to your mobile365 account.
2. Select your name drop down in the top, right corner.
3. Select Profile.
4. Select Privacy and Notification.
5. Select SIM Protection.
   • Move toggle to enable/disable SIM Protection for entire account.
   • Move toggle to enable/disable SIM Protection for individual lines on the account.
6. Select Save Changes.
7. Select Continue.

Prepaid customers can use these steps to manage SIM Protection when logged in with the Primary Line in their mobile365 account.

1. Log in to your mobile365 account.
2. On the top-right of the Account landing page, choose My mobile365.
3. Select My Profile on the menu that appears.
4. Go to SIM Protection.
5. Select the toggle to enable or disable Sim Protection for each line or the entire account.

   Note: The Primary Line needs to be the line logged in.

6. Select Save Changes.

1. Log in to T-Life.
2. Select the Manage Tab.
3. Select See Plans in My account section.
4. Select Manage add-ons in the plan section.
5. Continue to manage the line populated in the top section or choose select a different line to choose a different line.
6. Scroll down to select/unselect the checkbox next to Port Out Protection.
7. Select Continue.
8. Review your order and select Agree & Submit to add the feature.
9. Repeat steps 2 - 8 for each additional line on the account to add the feature.

1. Log in to your mobile365 account.
2. Select Account.
3. Under Lines and Devices, select the desired line to add protection. This feature must be added individually for each line on the account.
4. Scroll down to the Active Add-ons section and select Manage add-ons.
5. Scroll down to the Services section.
6. Select/unselect the checkbox next to Port Out Protection.
7. Select Continue.
8. If prompted, agree to the Terms & Conditions.
9. Select Agree & Submit.
10. Repeat steps 2-9 for each additional line on the account to add the feature.

1. Go to www.prepaid.mobile365
2. Select My mobile365 and login with your mobile365 ID.
3. Select Line details in the Mymobile365 option in the menu on your account homepage.
4. Review or update your account’s Plans and Services.
5. In the Choose your services section, select or unselect Port Out Protection, then select Continue.
6. Select a start date for the plan or service changes & review the details.
7. Select Add to cart.
8. Select Continue and agree to Terms & Conditions when prompted.
9. An on-screen message provides confirmation.

You can learn about a large number of Security & Privacy topics in our Privacy Education Center. Find out about cybersecurity & online safety, phone privacy, personal data requests, and more.

A security freeze prohibits a credit reporting agency from releasing any information from a consumer’s credit report without written authorization. Placing a security freeze on your credit report may delay, interfere with or prevent the timely approval of any requests you make for new loans, credit, mortgages, employment, housing or other services. A credit reporting agency may not charge you to place, temporarily lift, or permanently remove a security freeze.

 A fraud alert indicates to anyone requesting your credit file that you suspect you are a possible victim of fraud. A fraud alert does not affect your ability to get a loan or credit. Instead, it alerts a business that your personal information might have been compromised and requires that business to verify your identity before issuing you credit. Although this may cause some short delay if you are the one applying for the credit, it might protect against someone else obtaining credit in your name.

You will need to provide the following information:

• Your full name (including middle initial as well as Jr., Sr., II, III, etc.
• Social Security number;
• Date of birth;
• If you have moved in the past five (5) years, the addresses where you have lived over those prior five (5) years;
• Proof of current address such as a current utility bill or phone bill; and
• A legible photocopy of a government-issued identification card (state driver’s license or ID card, military identification, etc.). 

To place a fraud alert or security freeze on your credit report, you must contact the three credit bureaus: 

FTC Contact Information: You may also contact the FTC for further information on fraud alerts, security freezes, and how to protect yourself from identity theft. The FTC can be contacted at: 

• Mail: 400 7th St. SW, Washington, DC 20024 
• Phone: 1-877-382-4357  
• Online: www.consumer.gov/idtheft

State resources: Your state attorney general may also have advice on preventing identity theft, and you should report instances of known or suspected identity theft to law enforcement, your state attorney general, or the FTC. 

California Residents: Visit the California Office of Privacy Protection https://oag.ca.gov/privacy for additional information on protection against identity theft. 

Iowa Residents: The Attorney General can be contacted at the Office of Attorney General of Iowa, Hoover State Office Building, 1305 E. Walnut Street, Des Moines, Iowa 50319; by phone 1-515-281-5164; or at www.iowaattorneygeneral.gov. 

Kentucky Residents: The Attorney General can be contacted at the Office of the Attorney General of Kentucky,700 Capitol Avenue, Suite 118Frankfort, Kentucky 40601;by phone 1-502-696-5300; or at www.ag.ky.gov. 

Maryland Residents: The Attorney General can be contacted at the Office of Attorney General, 200 St. Paul Place, Baltimore, Maryland 21202; by phone 1-888-743-0023; or at  www.marylandattorneygeneral.gov/Pages/contactus.aspx. 

Massachusetts Residents: Under Massachusetts law, you have the right to obtain any police report filed in connection to the incident. If you are the victim of identity theft, you also have the right to file a police report and obtain a copy of it. 

New York: Visit the New York Attorney General’s Office website on data breaches https://ag.ny.gov/internet/data-breach for additional information on protection against identity theft. 

• If you ever suspect that you are the victim of identity theft or fraud, you have the right to file a report with the police or law enforcement. 
• In addition, you may contact the FTC or your state’s attorney general to learn more about the steps you can take to protect yourself against identity theft. 
• U.S. residents are entitled under U.S. law to one free credit report annually from each of the three major credit bureaus.
  Visit www.annualcreditreport.com or call toll-free from the U.S 1-877-322-8228. 
• Register your phone number on the FTC National Do Not Call Registry.
  If you continue to receive spam messages or calls, report it to the FTC at the same website. 
• 6 Ways to Avoid Telemarketing Fraud in the Scams & Fraud section on AARP's website.
• Online safety tips and advice in the Stop.Think.Connect website.
• Spam and phishing information in the StaySafeOnline website.