Frequently Asked Questions
What is ZenKey?
ZenKey is a mobile app that allows easy, highly secure access to other apps and online services. By confirming your identity with service providers and your wireless carrier, ZenKey helps keep you safe from fraud while making signing in simpler and faster.
Where Can I Get ZenKey?
You can download the ZenKey app from the Apple App Store or Google Play.
Where Can I Use ZenKey?
You can use ZenKey to register, log in and make transactions on some of your favorite apps, including myAT&T, AT&T TV, AT&T TV Now, DirecTV, My Fios App, LiveXLive and Currently, from AT&T.
How Do I Set Up ZenKey?
You first need to download the ZenKey app from the Apple App Store or Google Play. Because ZenKey may work slightly different for each mobile carrier, please refer to the carrier set-up articles in the Help Center:
- How Do I Set-up ZenKey for AT&T?
- How Do I Set-up ZenKey for Verizon?
- How Do I Set-up ZenKey for T-Mobile?
How Do I Set-up ZenKey for AT&T?
First, download AT&T’s version of ZenKey from the Apple App Store or Google Play. Your iOS or Android device does not need be purchased from AT&T for ZenKey to work. However, you may want to check that your device is one of those supported by AT&T (see “Which Devices Does AT&T Support?”).
You may use an existing User ID or create a new one. If you use your existing User ID and its password, these credentials will be used for both creating your ZenKey account as well as when you change devices or switch wireless providers. A User ID can only be associated with one ZenKey account and phone number.
If you already have a User ID and our system finds it during ZenKey registration, the User ID value will be filled in for you.
After you have signed in with your User ID, you will then be asked to create your PIN. Once you have confirmed your PIN, AT&T will ask for an email address for which to send a verification code. Hit “Send Code”. Then check your email, copy the code, and return to the AT&T ZenKey app and paste the code to verify your email address.
You are now ready to add other Recovery Methods, such as biometrics (Touch or Face ID) and Recovery Codes, which help make your account highly secure. ZenKey will also invite you to configure a Trusted Browser or Device so that you can sign in to applications and online services elsewhere. If this is something you wish to do, select “I'm Ready” and follow the wizard.
Finally, when you have finished this step, check to make sure you have enabled notifications for ZenKey. By allowing notifications you can authenticate requests from the secondary devices and browsers you recently added (see “How Do I Enable Push Notifications for ZenKey?”).
How Do I Set-up ZenKey for T-Mobile?
To set up ZenKey for T-Mobile, you will first need to download T-Mobile’s version of ZenKey from the Apple App Store or Google Play. Your iOS or Android device need not be purchased from T-Mobile for ZenKey to work. However, you still may want to check that your device is one of those supported by T-Mobile.
Next, launch the ZenKey app. Select “Get Started” until you reach ZenKey's Privacy Statement. From this Statement, you will be able to launch a web view of T-Mobile's Privacy Statement and Terms and Conditions. Read through each document until you have fully understood the information. Then return to the ZenKey Privacy Statement by clicking “Done” or the “X” button in the top left corner.
From the Privacy Statement, you may now select “I agree” or “Cancel”. After “I agree”, a form will appear where you can enter your phone, email, name, password, and zip code to create your ZenKey account. In most cases, T-Mobile will automatically populate your phone number. If you already have a T-Mobile ID, instead of this form you will be taken to a screen where you have to enter your T-Mobile ID and password.
Once you have finished, create a PIN that is 6 to 15 characters long. Make sure you can easily remember this code for high security sign-ins, then reenter the PIN to confirm. T-Mobile will now send you a verification code to your email address. Check your email to copy the code, then return to the ZenKey app to paste the code and verify your email.
Lastly, add Recovery Methods to authenticate with a third-party app or website and also ensure that you can recover your account later, if necessary. For example, T-Mobile allows you to set up a fingerprint by touching the sensor on your device. To do this, select “Get Started”, toggle “Enable Bio”, and place your finger to the appropriate location on your device. Otherwise, tap “Skip”.
From here, you can add more Recovery Methods, trust browsers, and add services with which you wish to authenticate using ZenKey. Finally, be sure to enable notifications for ZenKey. By allowing notifications you can authenticate requests from the secondary devices and browsers you wish to add.
How do I set-up ZenKey for Sprint?
Sprint is now part of T-Mobile. Legacy Sprint customers that move to the T-Mobile network with a new T-Mobile SIM will be able to use the ZenKey, powered by T-Mobile app. ZenKey is currently not supported on legacy Sprint SIMs.
How Do I Set-up ZenKey for Verizon?
To set up ZenKey for Verizon, you’ll first need to download Verizon's version of ZenKey from the Apple App Store or Google Play to your iOS or Android device. For ZenKey to work, the device must contain an active Verizon SIM card that can connect to the Verizon network (see “Which Devices Does Verizon Support?”).
Next, launch the Verizon ZenKey app. Select “Get Started” until you reach Verizon’s Privacy Statement. Read through Verizon's Privacy Statement and Terms and Conditions, then select “I agree”.
You’ll then be asked to provide your Verizon credentials. Verizon may automatically detect your mobile number/Verizon ID and simply ask for your password. If not, enter both manually. After signing in with your Verizon credentials, a form will appear where you can enter your email, first name, last name and zip code. Fill in your profile details and then tap “Next”.
Verizon will send a code to the email address you provided. You may also use this email address to recover your account. When you receive the code, return to the ZenKey app and enter it to verify your email.
Verizon will next prompt you to enable Face ID or Touch ID as Recovery Methods (see “What Are Recovery Methods?”). While you can skip this option, ZenKey recommends adding as many Recovery Methods as you can. These methods allow you to authenticate on apps and websites, and to recover your ZenKey account should you ever get locked out.
Finally, Verizon will ask your permission to send notifications, which ZenKey uses to authenticate other apps, browsers, and devices (see “How Do I Enable Push Notifications for ZenKey?”). From here, you are free to add Accounts, trusted browsers and devices, as well as monitor login history from other browsers and devices.
How do I get ZenKey app support?
Each carrier provides ZenKey support. Here are links to their support pages:
Where Can I Find ZenKey Support For A Specific App Or Website?
ZenKey creates a secure connection to the apps and websites you use via your mobile provider. Accordingly, all support or troubleshooting must be conducted by your mobile provider regardless of the app or website you’re trying to connect to. Simply click the appropriate link below to access support:
For Service Providers or Developers, ZenKey support can be found here.
What If I Get a New Phone (or Reset My Current One)?
If you purchase a new phone, get a new SIM card, or reset your phone, ZenKey will ask you to confirm your identity in order to enable your ZenKey account. You’ll be prompted to provide at least two Recovery Methods (Carrier Sign-In, Recovery Code, Trusted Device, or Biometrics/PIN/Email). Once the information is verified and recovery is complete, you’ll be able to use ZenKey again.
Which devices does AT&T support?
ZenKey for AT&T supports most Android and iOS phones. You can use ZenKey with both AT&T post-paid and AT&T pre-paid accounts, including BYOD. ZenKey is not yet supported for Cricket Wireless and Postpaid Business Liable and Government Accounts. Your account must have a User ID established before you can register with ZenKey (see How do I setup ZenKey for AT&T above). Your device’s operating system must be at least Android version 7 or iOS version 11 or above.
What devices does T-Mobile support?
ZenKey powered by T-Mobile supports a wide range of devices, including all iPhones running iOS version 11 and above and BYOD. T-Mobile supports all Android devices running Android 7 and above including BYOD. However, the Android device must have a SIM card that supports Authentication and Key Agreement (AKA), a security protocol used in 3G networks and higher. ZenKey is not yet supported for Metro by T-Mobile customers. For Sprint Customers: Sprint is now part of T-Mobile. Legacy Sprint customers that move to the T-Mobile network with a new T-Mobile SIM will be able to use the ZenKey, powered by T-Mobile app. ZenKey is currently not supported on legacy Sprint SIMs.
What devices does Verizon support?
ZenKey powered by Verizon supports a wide range of devices, including iPhones 6 and higher, running iOS version 11 and above including BYOD. ZenKey powered by Verizon supports Verizon sold Android phones running Android 7 and BYOD Pixels. ZenKey is not yet supported for prepaid brand, Visible or Postpaid Government.
How Do I Add Applications to my ZenKey Account?
To add an application, you must have the ZenKey app downloaded and have your ZenKey account set up. Search for the app or website you’d like to add and tap the “+” or "Add" icon on the Accounts menu. The next time you log into the added app or website, you can simply click the “Sign in with ZenKey” button.
Note that you can only use ZenKey with apps or websites that have already integrated with ZenKey.
What if I forget my PIN?
If you forget your PIN, you can reset it by providing some of your other recovery methods, such as signing in with your Carrier ID and password, entering a recovery code, and using a trusted device to confirm your identity. ZenKey requires two Recovery Methods from you in order to reset your PIN.
How Do I Allow Other Devices to Use ZenKey?
In addition to your primary phone, ZenKey allows you to link laptops, tablets and other devices as well. To allow other devices to use ZenKey, you must first setup the ZenKey app on your primary device. Then, open the ZenKey app, go to the "Trusted" tab, and click "Add" or "+". Or, visit https://recovery.myzenkey.com/ in the browser of your primary device and tap “+ Device”.
Next, use your device's camera to capture the visual code displayed. Or, if you don’t want to allow camera access, you can manually enter the numeric code in your ZenKey app instead. After you’ve completed either option, the ZenKey app will confirm that your secondary device has been added.
Note: Depending on how much time has passed, your scanned code may expire. If so, just generate a new code and try again.
How Do I Set up Biometrics?
In general, ZenKey suggests setting up as many Recovery Methods as you can. Doing this helps prevent fraud, keeps you from getting locked out of your account and comes in handy for third-party apps that ask for a second factor of authentication, such as a fingerprint or face scan.
To set up Biometrics, go to Settings and select "Edit biometric settings" to enable fingerprint or face scan, depending on the capabilities of your phone.
If you don’t have Biometrics enabled on your phone, ZenKey will not display a screen for setting up Biometrics. In this case, you’ll first need to turn Biometrics on in your device’s System Settings to enable them for ZenKey. If your device permits the use of your fingerprint as a PIN entry, tap "Set up Touch ID" and then touch the fingerprint sensor on your phone.
How Do I Use Recovery Codes?
When you set up the ZenKey app, you’ll see that Recovery Codes are included in the list of Recovery Methods. Recovery Codes can help you verify your identity in order to help you recover your ZenKey account.
All Recovery Codes are unique and can be used only once. For that reason, ZenKey gives you the option to print your Recovery Codes as well as generate new ones. Once printed, be sure to keep your Recovery Codes somewhere safe yet accessible.
How Do I Sign in to ZenKey on a Mobile Web or Desktop Browser?
To sign in to ZenKey on a mobile web or desktop browser, you must first set up your ZenKey account on your phone. You can then select the “Sign in with ZenKey” button at login to access a website on a mobile or desktop browser.
If you have not yet marked the browser and device as trusted, ZenKey will load both a visual and numeric code for you to use to connect the browser to ZenKey.
If you have already trusted the browser, choose the ZenKey account that you want to login with. An authorization request will be sent to your ZenKey app, which you should also receive as a push notification. If you don’t receive the request, check to see if you have enabled notifications for ZenKey in your device’s System Settings (see “How Do I Enable Push Notifications for ZenKey?”).
If you’ve already enabled the app or website from within the ZenKey app, you’ll simply be asked to sign in. If you haven’t yet enabled the app or website, your wireless carrier will ask your permission to share details, such as your name and email, with the service provider. Authorizing the app or website will allow you to log in.
Does ZenKey Work Outside the U.S.?
Yes, it does. When you are outside the country and using the network of a roaming partner of your U.S. carrier, you can continue to use ZenKey to log in to third-party apps and websites.
Is the ZenKey App Free?
Yes, the ZenKey app is free to download.
How do I make sure I have the latest version of the ZenKey App?
Please be sure you have turned on auto updates from the Apple App store or Google Play Store.
Does ZenKey Work Over Wi-Fi?
Yes, ZenKey works on Wi-Fi. However, you may be prompted to temporarily turn off Wi-Fi during registration.
Which Wireless Carriers Currently Support ZenKey?
AT&T, T-Mobile and Verizon.
What if My Wireless Carrier Doesn’t Support ZenKey?
If your carrier doesn’t support ZenKey, then you will be unable to use the ZenKey app to sign in to apps and online services. Currently, supported carriers are AT&T, T-Mobile, and Verizon.
What Happens if I Lose My Phone?
You should report the loss to your carrier immediately to prevent it from being misused. If you enabled strong protections on your mobile device, like Biometrics or a PIN, then it will be more difficult for your information to be stolen. When you get a new phone, you can easily recover your ZenKey account by installing the ZenKey app and providing two recovery methods.
Is My Personal Data Shared Across Carriers?
No personal data is shared between carriers, either when ZenKey authenticates you to sign in to an app or website, or allows you to link your carrier’s data with those third-party services. In rare instances, carriers may also act as service providers and, as a result, may utilize customer data subject to your consent.
How Can I Integrate My App or Website With ZenKey?
Start here and give your users a faster, easier, highly secure way to interact with your platforms.
How do I sign up my company’s app with ZenKey
Please register here.