Screen Share

Use this page as your guide to understand the Screen Share experience in the T-Life app and help customers navigate a digital upgrade, with step-by-step instructions for starting and managing a secure, seamless session.

Overview

Screen Share is a tool that forms a secure connection between a customer’s device and via Expert Assist, enabling you to view and interact with their screen in real-time. 

Three people in front of a wall with the T-Mobile logo.
  • You can guide customers through one set of digital transactions. 
  • Screen Share is available throughout all of T-Life & T-Mobile.com. 
  • To help with Screen Share customer transactions, review the how-tos in Self-service & Screen Share.  
  • Retail only: Screen Share is paused (as of April 14, 2026) and the menu options to access were removed. Continue to assist customers side-by-side in T-Life.
  • VR Care only: Can also assist new customers via T-Mobile.com.

Requirements and guidelines

Customers must meet the following requirements to use Screen Share:
 
  • Must have a signal or Wi-Fi connection
  • Must have the latest version of the T-Life app installed
  • Must have account in active status
  • Must be digitally ready (Kid lines, Reserved lines, and non-active lines cannot be digitally ready and cannot Screen Share)
    • HSI Only BAN: The customer does not have a 'digital-ready' device associated with the BAN. Screen Share is not available.
  • Must have fully registered T-Mobile ID (see Set up T-Mobile ID: Self-Service) 
  • Must have ability to authenticate on the T-Life app

During a Screen Share session, you will have collaboration tools to help guide the customer through the T-Life app experience:

    Arrow tool

    • Allows you to point to a specific part of the customer’s screen. 
    • This draws attention to important information on their screen. 

    Pencil tool

    • Allows you to write on-screen, which should only be used to circle or underline on-screen content. 
    • Be advised that this feature is monitored closely. Employees who violate or misuse the pencil tool are subject to corrective action.

    Trashcan tool

    Allows you to erase previous on-screen annotations. 

    Censored Sensitive Information

    Experts will occasionally see black boxes and messages on the screen share window to indicate fields that contain PI/CPNI information.

    • Black box within a screen: Specific sensitive Information hidden within a page
    • Full-Screen black page: Page is not enabled with Screen Share yet
    • Device is not responding message: Customer has navigated outside of the app

    It's easy to use

    • Screen Share provides a secure and effective way for us to help our customers manage their accounts, anytime, anywhere. 
    • Screen Share allows customers to share their digital experience with us, making it easier for us to assist them visually.

    It's secure and protected

    • Screen Share is only accessible through a secure online connection and uses advanced technology to keep personal information confidential during sessions. 
    • We utilize automated processes to hide customers' sensitive data and block unauthorized screens automatically. 
    • Payment information and other unapproved screens are blocked from view to protect the customer’s privacy.

    The customer is in control

    • Digital ready customers must initiate and consent to Screen Share using the app.
    • Customers can end the Screen Share session at any time. 

    Position Screen Share

    • Some customers may not be aware of, or struggle to navigate, all the great benefits of the T-Life app.
    • Screen Share is a powerful tool to help customers become more digitally confident and learn how to manage their T-Mobile account on their own.

    Important: Never offer Screen Share if it could create an unsafe or inaccessible situation, such as if the customer is driving or cannot use the app due to physical limitations.

    Start Screen Share (existing customers)

    1. Before starting a session, verify the customer is not in an unsafe or negative accessibility situation (such as driving or physical disability that prevents app usage).
    2. Confirm the customer is digital-ready using Go Digital.
      • Internal Care: Access Screen share in Atlas via tools or Expert Assist.
      • Retail: Screen Share is currently paused and the menu options to access will be removed. Continue to assist customers side-by-side in T-Life.
    3. Have the customer access screen share in T-Life or T-Mobile.com:
      • T-Life: Open T-Life > select the Manage tab > Gear icon (settings) in the top right > Help & Support > Screen Share
      • T-Mobile.com: Navigate to the Support section (top-right) > from the drop-down, select Screen Share with an Expert
    4. Inform the customer that they must review and agree to the Screen Share terms and conditions.
      • For your security, personal info, tabs, and notifications are automatically hidden.
      • You can stop screen sharing at any time.
      • Experts can only see what is within the T-Life.
    5. Select Accept and Continue to proceed. The T&Cs are sent to the customer's Documents folder in the T-Life app after they accept. 
    6. Ask the customer to provide you with the six-digit code that is now presented in their app to begin the Screen Share session. 

     

    Final Steps - Expert Authentication

    1. From the customer’s account in Atlas, select the Go Digital option (in the top header) > select Screen Share in the drop down.
    2. Enter the six-digit code from the customer. 
    3. Advise the customer to select Allow Screen Share Session on their device to begin session.

    At any time, both you and the customer have the option to end a Screen Share session. Once a session is ended, it cannot be restarted without going back through the process to initiate a new Screen Share session.  

     

    Customer steps

    1. Instruct the customer to select the Leave Session option. 
    2. Inform customers to select End session to confirm. Customers will be presented with a final notification at the bottom of the screen confirming the session has ended.

     

    Expert Steps

    1. Select the Leave Session Hang up option in the toolbar on the Screen Share window.
      • You will receive a prompt that the session has ended. 
      • You can also close the Screen Share window, but you will not see a prompt confirming the session was ended.
    2. Understand that the session will always end if the call ends automatically.

    VR only: Start Screen Share (new customers)

    1. Have the customer download the T-Life app. The customer does not need to create a T-Mobile ID.
    2. Instruct the customer to open the T-Life app on their device to initiate Screen Share:.
      1. From the home screen, select the Manage tab
      2. Select Settings, the gear icon in the top right corner.
      3. Scroll to and select Help & Support > Select Screen Share.
    3. Inform the customer that they must review and agree to the Screen Share terms and conditions.
      • For your security, personal info, tabs, and notifications are automatically hidden.
      • You can stop screen sharing at any time.
      • Experts can only see what is within the T-Life.
    4. Select Accept and Continue to proceed. The T&Cs are sent to the customer's Documents folder in the T-Life app after they accept. 
    5. Ask the customer to provide you with the six-digit code that is now presented in their app to begin the Screen Share session.

     

    Final Step - Expert Authentication

    1. From the customer’s account in Atlas, select the Go Digital option (in the top header) > select Screen Share in the drop down.
    2. Enter the six-digit code from the customer. 
    3. Advise the customer to select Allow Screen Share Session on their device to begin session.

    1. From the home screen, select Contact & Support. 
    2. Select Screen Share with an Expert.
    3. Inform the customer that they must review and agree to the Screen Share terms and conditions.
      • For your security, personal info, tabs, and notifications are automatically hidden.
      • You can stop screen sharing at any time.
      • Experts can only see what is within the T-Life.
    4. Select Accept and Continue to proceed. The T&Cs are sent to the customer's Documents folder in the T-Life app after they accept. 
    5. Ask the customer to provide you with the six-digit code that is now presented in their app to begin the Screen Share session. 

     

    Final Step - Expert Authentication

    1. Access Expert Assist > select the T-Life Tools option from the top header > select the Screen Share drop-down option.
    2. Enter the six-digit code from the customer. 
    3. Advise the customer to Allow Screen Share Session to begin session.

    1. From the home screen, select Menu (3 bars). 
    2. Select Contact & Support > select Screen Share with an Expert.
    3. Inform the customer that they must review and agree to the Screen Share terms and conditions.
      • For your security, personal info, tabs, and notifications are automatically hidden.
      • You can stop screen sharing at any time.
      • Experts can only see what is within the T-Life.
    4. Select Accept and Continue to proceed. The T&Cs are sent to the customer's Documents folder in the T-Life app after they accept. 
    5. Ask the customer to provide you with the six-digit code that is now presented in their app to begin the Screen Share session.

     

    Final Step - Expert Authentication

    1. Access Expert Assist > select the T-Life Tools option from the top header > select the Screen Share drop-down option.
    2. Enter the six-digit code from the customer. 
    3. Advise the customer to Allow Screen Share Session to begin session.

    Troubleshooting

    If the Screen Share link in Go Digital is Always grey, work with your Coach or Manager to file a Compass Ticket:

    • Ticket: “Request Group Access” Click for Direct Link.
    • OES Group to Add: “Atlas_Internal_Access_COBROWSE_Auto.”
    • Justification: The Expert is missing permission to use screen share, link is always grey.

    1. Check to make sure third-party pop-ups are enabled.
      • Ensure you are not in incognito mode. 
      • In the URL field of Expert Assist: If you see a crossed-out eye, your third-party pop-ups are blocked.
    2. Select the eye icon and set it to allow.

    No extra downloads are necessary.

    • Screen Share is seamlessly integrated into our app and web support systems.
    • The T-Mobile app currently supports iOS OS version 16 and higher and Android OS version 9 and higher.
    • If using the app, make sure the customer’s phone has the most up-to-date software.