Frequently asked questions

  • ZenKey is a mobile app enabling easy, secure customer identity access management on other apps and online services. Confirm your identity with merchants or service providers, along with your wireless provider. ZenKey offers increased protection from fraud while streamlining the experience.

  • You can download the ZenKey app from the Apple App Store or Google Play.

  • You can use ZenKey to register, log in, and make transactions on some of your favorite apps. This includes myAT&T, AT&T TV, AT&T TV Now, DirecTV, My Fios App, LiveXLive, and Currently, from AT&T.

  • Download ZenKey Powered by AT&T from the Apple App Store or Google Play. Be sure to check that your device is supported by AT&T. AT&T offers further instruction on their website.

  • Download ZenKey Powered by T-Mobile from the Apple App Store or Google Play. Be sure to check that your device is supported by T-Mobile. T-Mobile offers further instruction on their website.

  • Sprint is now part of T-Mobile. Legacy Sprint customers that move to the T-Mobile network with a new T-Mobile SIM can use T-Mobile’s version of the ZenKey app. ZenKey is not supported on legacy Sprint SIMs.

  • 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.

  • Your wireless provider will provide the support you need for ZenKey. Visit their support pages to learn more.

    AT&T –

    T-Mobile –

    Verizon –

  • ZenKey creates a secure connection to the apps and websites you use via your mobile provider. Your mobile provider will handle all support or troubleshooting, regardless of the app or website you have issues with. Click your provider link below to access the support you need.

    AT&T Users | T-Mobile Users | Verizon Users

  • If you purchase a new device, get a new SIM card, or reset your device, the ZenKey app will ask you to confirm your identity once again, to enable your ZenKey account.

    You will be prompted to provide at least two recovery methods. Options include mobile account sign-in, recovery code, trusted device, or biometrics/PIN/email. Once verified and recovery completed, you can use ZenKey again.

  • ZenKey’s AT&T app supports most Android and iOS devices. ZenKey works with both post-paid and pre-paid accounts, including bring your own device (BYOD) plans. ZenKey does not yet support Cricket Wireless, postpaid business liable or government accounts. Your account must have a user ID established before you can register with ZenKey. Your device’s operating system must be Android version 7 or iOS version 11 or later.

  • ZenKey’s T-Mobile app 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, Android devices must have SIM cards that support authentication and key agreement (AKA), a security protocol used on networks with 3G and higher. ZenKey does not yet support Metro by T-Mobile. 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 can use ZenKey for T-Mobile. ZenKey does not support legacy Sprint SIMs.

  • ZenKey’s Verizon app supports the smartphones Verizon offers, as well as Verizon prepaid and postpaid services. Rooted or jailbroken devices are not supported by ZenKey. Others include Android (Oreo/8.0 or higher), updated Google Play application, iPhone 6 or newer models, and iOS 11 or higher versions.

  • Ensure the ZenKey app is installed onto your device and your account is active.

    Search for the app or website you’d like to add and tap the + or Add icon on the account menu. The next time you log into the added app or website, click the Sign in with ZenKey button.

    Heads up: ZenKey can only be used with apps or websites that have already integrated with our security solution.

  • You can reset your PIN using your other recovery methods such as signing in with your mobile account ID and password, entering a recovery code, or using a trusted device to confirm your identity. ZenKey requires two recovery methods to reset your PIN.

  • Please contact your preferred carrier to reset your password:

    T-Mobile – Please call T-Mobile Customer CARE at 1-800-937-8997

  • In addition to your primary phone, ZenKey allows you to link laptops, tablets, and other devices. Set up ZenKey on your primary device, and then go to the Trusted tab, and click Add or +.

    Use your device’s camera to capture the visual code displayed. If you don’t want to allow camera access, enter the numeric code in your ZenKey app manually. After completing either option, the ZenKey app will confirm that your secondary device was added.

    Heads up: Codes expire. If yours expires, generate a new code and try again.

  • We suggest setting up as many recovery methods as you can. This prevents fraud, keeps you from getting locked out of your account, and is helpful when third-party apps 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 a fingerprint or face scan.

    If you don’t have biometrics enabled on your phone, ZenKey will not display a screen for setting them up. You’ll need to turn biometrics on in your device’s system settings. If your device allows the use of your fingerprint as a PIN, tap Set up Touch ID and then touch the fingerprint sensor on your phone.

  • Recovery codes help to verify your identity so you can recover your ZenKey account. A compromised password won’t allow someone to sign in to your account.

    Recovery codes are unique and can be used only once. ZenKey gives you the option to print your recovery codes as well as generate new ones. If printed, be sure to keep your recovery codes somewhere safe and accessible.

  • Before you can use a browser, you will need to set up your ZenKey account on your phone. Select the Sign in with ZenKey button to access a website on a mobile or desktop browser.

    ZenKey offers both a visual and numeric code for you to use to connect the browser to ZenKey so it can be marked as a trusted browser.

    If you have a trusted browser, choose the ZenKey account you want to use to log in. ZenKey will send an authorization request push notification to your app. If you don’t get the request, make sure you have enabled notifications for ZenKey in your device’s system settings.

    If already enabled, you can sign in. If not, your wireless provider will ask your permission to share details, such as your name and email with the merchant. Authorizing the app or website will let you log in.

  • Yes. When traveling out of the country and using the network of a roaming partner of your U.S. provider, you can continue to use ZenKey to log in to third-party apps and websites.

  • Yes, the ZenKey app is free to download.

  • Enable auto-updates from the Apple App Store or Google Play Store.

  • Yes. Keep in mind that you may be prompted to turn Wi-Fi off during registration.

  • AT&T, T-Mobile, and Verizon.

  • If your wireless provider doesn’t support ZenKey, you can’t use it to sign into apps and online services. Right now, the only supported wireless providers are AT&T, T-Mobile, and Verizon.

  • Report the loss to your wireless provider right away, to prevent misuse. When you get a new phone, you can recover your ZenKey account by installing the ZenKey app and following the recovery method instructions.

  • No. None of your data is shared between wireless providers. ZenKey provides authentication so you can securely access an app or website. Or you have the option to link your wireless data with a third-party service. In some cases, a wireless provider may also be a service provider. They can access your data with your consent.

  • ZenKey does not share your data with or between merchants without your consent. When a merchant requests your data, you can control the type of information you want to share.

  • It’s easy to get started. Sign up, and you’ll be on your way to giving your users a faster, more efficient, and secure way to interact with your platform.

  • Complete our sign up form.

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