Customer PIN Authentication Returning May 15th

In an effort to improve the customer experience and address security concerns related to AI voice recognition technology, BNSF will be transitioning to using unique PIN numbers for customer verification effective May 15, 2025.

Detailed instructions on how to retrieve or set up your unique PIN number will be provided in a separate communication. Our Customer Support team will also be available to assist you with any questions or concerns during this transition period through the "Message Us" feature on the BNSF Customer Portal (registration and login required) or at 1-888-428-2673.

We appreciate your understanding and cooperation as we work to enhance our authentication process for better customer service. 
 
Thank you for your business and for choosing BNSF as your transportation provider.