How to turn on or off a Number Lock

In an increasingly connected world of mobile communications, the threat of scams presents a significant risk to your personal and financial security. Xfinity is committed to protecting you and your personal information by offering a Number Lock for your Xfinity Mobile or NOW Mobile line.

Number Lock is free and helps stop the unauthorized transfer of your number to another device or service provider. When turned on, Number Lock helps stop you from SIM swap and port-out fraud. It also helps prevent bad actors from accessing or making changes to your account details, moving your mobile number to another service, getting calls and texts, or accessing your personal accounts.

Turning on Number Lock is easy! Just follow the steps below for each line you want to turn on Number Lock.

Turn on or off Number Lock in the Xfinity app

Turn on Number Lock

To turn on Number Lock in the Xfinity app:

1. Log in to the Xfinity app using the Primary or Manger's Xfinity ID and password.
2. Enter the one-time passcode (OTP) if you have two-step verification turned on.
   • If two-factor authentication fails, you will need to go to an Xfinity Retail Store with a valid ID for help.
3. Tap the Services tab.
4. Under the Mobile section, select Mobile lines and data usage.
5. Tap the line that you wish to lock.
   
6. Scroll to the Line management section. Tap Number Lock.
   
7. Tap Turn On Number Lock.
   • You then get a confirmation message letting you know Number Lock is on.
   • You’ll also get an email letting you know it was turned on.
   • If you’re using Guest Mode or logged in as a Manager or Viewer you can turn this feature on, but you cannot turn it off. For more information about the Xfinity app, see Using the Xfinity app.
8. Follow the steps above if you want to turn on number lock for other lines.
   

Turn off Number Lock

If you want to transfer (or port) your number to another service provider or activate an existing line on a new device, you need to make sure Number Lock is turned off.

To turn it off in the Xfinity app, follow the steps below:

1. Log in to the app using the Primary or Manager’s Xfinity ID and password.
2. Enter the one-time passcode (OTP) if you have two-step verification turned on.
   • If two-factor authentication fails, you will need to go to an Xfinity Retail Store with a valid ID for help.
3. Tap the Services tab.
4. Under the Mobile section, select Mobile lines and data usage.
   
5. Tap the line that you wish to unlock.
   
6. Scroll to the Line management section. Tap Number Lock.
   
7. Tap Turn off Number Lock.
   • You then get a confirmation message letting you know Number Lock is off.
   • You’ll also get an email letting you know it was turned off.

Turn on or off Number Lock online

Turn on Number Lock

1. Log in using the Primary or Manager’s Xfinity ID and password.
2. Enter the OTP if you have two-step verification turned on.
   • If two-factor authentication fails, you will need to go to an Xfinity Retail Store with a valid ID for help.
3. Go to the Devices tab on your account page.
4. Select the line which you wish to unlock by choosing Manage Device.
   
5. Click Turn on Number Lock. You’ll get an email letting you know if was turned on.
   

Turn off Number Lock

If you want to transfer (or port) your number to another service provider or activate an existing line on a new device, you need to make sure Number Lock is turned off. To turn Number Lock off online, follow the steps above and then click Turn off Number Lock. You’ll get an email letting you know it was turned off.