Account security FAQs

What does “OTP” mean?

“OTP” stands for “one-time passcode.” For added security, we may provide you with a one-time passcode to access your account. This password will expire, which means you can change it afterward to whatever you want. Think of it like those self-destruct messages in spy movies, but much less dangerous.

My one-time passcode (OTP) isn’t working or has expired. What do I do now?

Try following the prompts on the screen. If the code is expired, please retry for a new code. Friendly reminder: passwords are case sensitive and you have limited tries before the code expires.

Why is Mint asking me confirm my identity?

We take security and customer information seriously. In order to keep your account secure, we sometimes need to make sure that you are…well, you.

I’ve exceeded my attempts to enter my code. What do I do now?

It happens to the best of us. If you’ve received a note that you’ve exceeded your attempts to verify your identify, you’ll need to wait a few minutes and try again. Follow the instructions you see on your screen.

What happens if I didn’t receive the code?

Codes expire around 10 minutes after being sent. Wait a few minutes and if you still don’t receive an SMS code, try again to receive a new one and follow the prompts you see on the screen.

Mint Mobile sent me a text about blocking an IP address. Is it legit?

Very legit. We take security and customer information seriously and there are several reasons you could have received this text, including if an IP address was previously blocked for various reasons.

I got a text saying someone tried to access my account. It wasn’t me, so what now?

If this wasn’t you, no further steps are needed. We have blocked that IP address from getting into your account. You can continue using your Mint service and account.

Should I change my password if I received a text from Mint Mobile?

We definitely encourage you to change your password and help strengthen your account security. Really go wild with those special characters, too.

How do I regain access to my account?

Mint Mobile always wants to make sure it’s you accessing your account. We’ll occasionally ask you to confirm your identity by following our prompts to verify your identity on your phone or computer. If you still need help and can’t access your account, please call our Customer Care Team at 800-683-7392.

What is Number Lock? 

With Number Lock, you’re the only one who can authorize changes to your SIM. Your SIM is the chip that connects your phone to Mint, allowing you to make calls, send texts and use data. With this feature enabled, it helps prevent unauthorized users from hijacking your SIM, your number and ultimately account.