Help with scams, spam, and fraud (2024)

Use this page to identify, report, and prevent spam, scams, and fraud on your T-Mobile device and account.

On this page:

  • Text message (SMS) spam, scams, and fraud
  • Scam Shield app
  • Prevent fraud on your T-Mobile account

Text Message (SMS) spam, scams, and fraud

Text message (SMS) spam is any unwanted texts, often from companies, news sources, banks, restaurants, etc., you may receive. SMS spam should not be confused with Self-service short codes, which include T-Mobile short codes that we use to keep you informed about your account.

  • T-Mobile is committed to fighting mobile spam and encourages our customers to report unsolicited messages to us for investigation. If you receive an unsolicited message, please forward it to the Spam Reporting Service following the steps on this page that correspond to your device.
  • We automatically forward the message to the Security Center for analysis. The Security Center is a global system, run by a vendor on our behalf, that helps protect mobile phone subscribers from spam, fraud, and malware. The Security Center system is linked to a global database that tracks potential spam messages. The information reported to the Security Center may be shared with government agencies that work to combat spam and prevent fraudulent, deceptive, and unfair practices.

Report spam messages: Apple iOS

Reporting junk or spam doesn’t prevent the sender from sending messages, but you can block the number to stop receiving them. The option to report spam messages on iPhones is available on devices running iOS 16 or later. For older devices running older iOS versions, follow the steps to forward the message to 7726.

To report spam:

  1. Open the conversation with the spam message and scroll to the bottom.
  2. Choose Report Junk > Delete and Report Junk.

Report spam messages: Android

Most Android devices come preinstalled with the Messages by Google app. If your device comes with a different messaging app, you can download the Messages app from the Google Play Store. If you choose not to change your messaging app,follow the steps to forward the message to 7726.

To report spam:

  1. In the Messages app, select and hold the spam conversation.
  2. Select Block > Report Spam > OK.

Report spam messages by forwarding to 7726 (All devices)

By reporting SMS spam, you are helping us identify spam operations. There is no charge to report T-Mobile spam. Messages forwarded to 7726 do not count toward your plan.

  1. Forward the message to 7726 (which spells “SPAM” on most phone keypads). Please don’t edit the message or add any comments.
  2. If you don’t have a forward option:
    • Long press on the message text and select Copy.
    • Create a new message to 7726.
    • Paste the copied text and send it.
  3. We will reply to your message with an SMS confirming we have received it.
  4. We will use this information to help identify the spam operations and take appropriate action.

Scam ID & Scam Block

Scam ID and Scam Block are industry-leading free scam protection tools deployed on the T-Mobile network to keep our customers safe from scammers.

  • Scam ID automatically displays "Scam Likely" and the number that is calling on suspected scam calls
  • As an additional network level identification feature, customers will also see some calls labeled as Telemarketing, Political, Nuisance etc. These are automatically identified at T-Mobile's network level and displayed to our subscribers to help them in making informed decisions on which calls they would like to interact with.
  • Scam ID also catches spoofed calls because T-Mobile reviews beyond the incoming number and tracks actual call behavior.
  • Scam Block automatically blocks all "Scam Likely" calls before they ever reach your phone, so you never even get them.
  • Network-level protection has been added to stop the increasingly common “Neighborhood Spoofing” and prevent hijacked numbers (where scammers temporarily match the area code and 3-digit prefix of the person they are targeting) from reaching your phone.
  • The free website businesses the ability to register their business number(s) and name, so their calls to customers are recognized as legitimate.
  • Help us improve these services byreporting an improperly identified call.

Turn on/off Scam ID & Scam Block

Scam ID and Scam Block are free of charge with your T-Mobile postpaid plan. You can turn them on or off at any time.Scam ID is free and automatic for all T-Mobile customers; no action required.

There are a number of ways to turn on Scam Block:

  • Download the free Scam Shield app and toggle on Scam Block
  • Dial#662#from your T-Mobile device
  • Dial #632# to turn off Scam Block
  • Log in to My T-Mobile or the T-Mobile app, where you'll have the option to turn on Scam Block
  • To turn Scam Block on for your DIGITS numbers,contact us.
  • T-Mobile prepaid customers can turn on Scam Block. Dial#662#, visit astore, orContact us.
  • Qualifying service and capable device required. Enabling Scam Blocking may inadvertently block desired calls. Disable Scam Blocking at any time.

Anonymous callers

The FCC mandates that mobile carriers allow callers the ability to block their caller ID information and place anonymous calls. T-Mobile is obligated to honor the privacy of the caller in these circ*mstances. T-Mobile can't block anonymous calls or override the privacy choice of the caller, but you may choose not to accept them. To make an anonymous call yourself, dial *67 before dialing the number you are calling.

For more information about privacy and security, refer to ourPrivacy Center.

Verified callers

T-Mobile makes it easy to know who's calling with caller verification!

  • We follow the FCC standards of STIR and SHAKEN to help fight scam callers industry-wide in addition to our own call authentication.
  • Number Verified is available on capable devices and will indicate that the incoming number has been validated and authorized. Review the Tech Specs for individual devices to determine if this service is available.
  • Spoofed calls occur when scammers illegally mimic originating telephone numbers. Number Verified helps confirm if the calling number is accurate and not impersonating another phone number.

Scam Shield app

  • Our free Scam Shield ™ app gives you control over T-Mobile’s anti-scam protections like Scam ID, Scam Block, and Caller ID, which is available to all T-Mobile postpaid customers. 
  • Eligible customers can download Scam Shield from the Google Play Store or Apple App Store.
  • T-Mobile Scam Shield app is available for Android 8.0 or higher and iOS 13 or higher devices.
  • A T-Mobile postpaid account is required. Not available for T-Mobile Prepaid.
  • Premium Scam Shield features available for an additional charge
    • Block whole categories of calls, like Telemarketers or Political Solicitors
    • Block calls and texts from specific numbers
    • Blocked number lists are stored on the network and automatically transfer to new devices
    • Perform a Reverse Number Lookup for unknown callers
    • Includes voicemail-to-text, providing voicemail transcripts in the Visual Voicemail app or via text.
  • The Scam Shield app does not support Prepaid accounts; however, you are eligible for free scam protection features such as Scam Block and Caller ID.
    • Enable Scam Block on Prepaid: Dial #662#
    • Enable Caller ID on Prepaid line: Dial #436#
  • Latest app versions:
    • Android:
    • iOS:5.4.0 (1043)

How to use the app

Table with steps on using the free features of the Scam Shield app.
Report scam, spam, spoofed, and safe calls

Report from the app

  1. In the Scam Shield app, select theActivitytab.
  2. Choose the Menu icon with the three dots then select Report Calls.
  3. Select the number that needs to be reported, then choose Okay.
  4. Choose the best category that represents the type of call, then select Send Report.

Report from a web browser

  1. In a web browser, visit
  2. Fill out the form, then choose Review. Corrections are made within 48 hours of a verified request. 
Report scam, spam, and junk messagesTo report text message spam, follow the steps in Text message (SMS) spam, scams, and fraud.
Allow a number

Add important numbers to your Allow list to prevent them from being blocked.

  1. In the Scam Shield app, select the Activity tab.
  2. Select the name of a contact, then selectAllow.
  3. If you don’t have theAllow option, choose More > Allow calls.

If the number isn't in the Activity log, you can manually add it. Get steps in our Tutorial for Android or Tutorial for iOS.

Delete call activity

Once you delete your activity, it can't be restored.

  1. In the Scam Shield app, select the Activity tab.
  2. Scroll until you reach the message No more activity to display. These steps only delete the entries that have loaded.
  3. Select the Menu icon with three dots, then choose Delete calls.
  4. Choose Delete calls > Yes, delete call records.
View caller details
  1. In the Scam Shield app, select theActivitytab.
  2. Choose a contact and select More>See detailsto view the following caller details. Some callers have more details if they have a WhitePages profile, like a business. 
    • Name
    • Options toblock calls, block text, allow calls, or send to voicemail
    • Phone Number
    • City and State
    • Recent activity
Verified business calls (VBC)

Formerly Enhanced Caller Information, this Android-only feature lets you know what company is calling and why. Company name will be listed, their brand logo as a contact image, and the reason for the call.

To turn this feature on or off:

  1. In the Scam Shield app on an Android device, chooseSettings>Verified Business Calls.
  2. Select the toggle to turn it on or off. 
    • If prompted to enable contact permissions, selectGo to Settingsand enable the permissions. 
    • If turning off VBC, you'll also need to turn off the Visual Voicemail app if you use that.

Premium features

Table with steps on using the premium features of the Scam Shield app.
Manage your subscription

Upgrade to Scam Shield Premium

You must be the account holder or an authorized user to upgrade to Scam Shield Premium through the app. Upgrading to Scam Shield Premium will result in additional charges on your monthly bill.

  1. In the Scam Shield app, selectSettings>My Account.
  2. SelectUpgrade to Premium. Follow the on-screen steps to complete your subscription. 

Unsubscribe and downgrade to Scam Shield Basic:

  1. In the Scam Shield app, selectSettings>My Account.
  2. ChooseDeactivateto downgrade to Scam Shield basic.
Block a number from calling

Blocked number lists are stored on the network and automatically transfer to new devices.

  1. In the Scam Shield app, select theActivitytab.
  2. Select the name of a contact, then choose Block.

If the number isn't in the Activity log, you can manually add it. Get steps in ourTutorial for AndroidorTutorial for iOS.

Send call categories to voicemail
  1. In the Scam Shield app, select theSettingstab.
  2. SelectCategory Managerand choose the desired categories. These calls will be sent to voicemail.
Reverse number lookup
  1. In the Scam Shield app, select theActivitytab.
  2. Choose the Menu icon with three dots, then select Reverse number lookup.
  3. Enter a 10-digit number, then selectLookup number.

Some information may not be available for all numbers.

Prevent fraud on your T-Mobile account

  • Don’t act on any message if you're suspicious of the content, even if it seems like it's from someone you know.
  • Avoid using your T-Mobile number for non-T-Mobile contests, promotions, or newsletters.
    • Never download applications from unauthorized app stores.
    • Do not transfer applications using a memory card to your phone
  • Buying a used phone?
    • Purchase from a reputable retailer or manufacturer.
    • Make sure the phone has been cleared. If you find any information stored in the phone, it may not be safe.
    • Check the device's IMEI on the Cellular Telecommunications and Internet Association's free stolen phone checker tool to ensure it has not been reported stolen.
  • Never open a link in a text message unless you're certain that the message is from a trusted source.
  • If you have opened a suspicious link, change your T-Mobile ID password and other personal accounts, like banks and social media.
  • Messages sent from 3700 to 4299 and 9701 to 9901 are coming from a third party, usually an email provider.
    • These messages are how email is delivered to your phone number via your tmomail as a text message.
    • Messages can also be delivered as an MMS and will show the sending email address.
  • You can opt out of subscription spam by visiting the promotion or newsletter's website.
    • Reply to text messages with STOP, END, CANCEL, UNSUBSCRIBE, or QUIT.
    • Don’t reply to unwanted messages if you’re unsure who sent it or it doesn’t provide an opt-out option.
  • If these tips don't work for you, you can change your phone number.

T-Mobile account fraud

T-Mobile Customers Reporting Fraud on an active account Contact us as soon as possible. Non-T-Mobile Customers Disputing Fraud Use these steps if you are not a T-Mobile customer and you have been contacted by a collection agency regarding an outstanding debt with T-Mobile that you are disputing as Identity Theft. 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  

Stolen Identity

If you suspect a T-Mobile account was fraudulently opened using your identity:

  1. Follow the checklist found on to prevent more fraud.
  2. File a police report and retain a copy.
  3. Contact us as soon as possible.

How to use FACTA Request (Fair and Accurate Credit Transaction Act) for T-Mobile and Metro:

  1. 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.
  2. Use the FACTA request form to request information through FACTA.
    • Have the following documents available to upload to the form:
    • Copy of a police report for identity theftor 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

Implement a Fraud Alert or 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.

To request a security freeze, 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.).

A security freeze prohibits a credit reporting agency from releasing any information from a consumer’s credit report without written authorization. However, please be aware that 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.

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

List of credit bureaus

Consumer Fraud Division

P.O. Box 740256

Atlanta, GA 30374


Consumer Fraud Division

P.O. Box 4500

Allen, TX 75013


TransUnion LLC

P.O. Box 2000

Chester, PA 19016 


FTC & state resources

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:

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 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

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

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

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 for additional information on protection against identity theft.

Additional steps to support yourself

 For more information on contacting the FTC and other resources:

  • 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. To order your free credit reports, visit or call toll-free from the U.S 1-877-322-8228.
  • More information can be found on this page to contact the FTC and your state’s attorney general.
  • - Federal Trade Commission
  • Register your phone number on the FTC National Do Not Call Registry.
  • If you continue to receive spam messages or calls, file a complaint with the FTC at the same website.
  • 6 Ways to Avoid Telemarketing Fraud in the Scams & Fraud section on AARP website 
  • Online safety tips and advice - Stop.Think.Connect website
  • Spam and phishing - StaySafeOnline website
  • Got more questions on protecting yourself from mobile fraud?
  • Contact us however it’s most convenient for you. 
Help with scams, spam, and fraud (2024)
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