PIN & Upgrades

Jim is the BRP on the acct while his wife Sarah is an auth user and is the one paying the bill. Can Sarah add her daughter Aimee as an auth user on the acct?

• yes

• no

Sarah forgot the PIN on the acct but was able to verify the OTP using the SSN. She now wants to set up the PIN on the acct. what will you advise her? Select all that apply.

• Only BRP can change and/or set the PIN on the

• The BRP can change the PIN thru My T-Mobile

• PIN should be 6-15 non sequential numbers

• BRP can use his birthday as the PIN for the account.

Aimee is unauthorized but uses one of the lines on the acct. She is calling because her phone is not working. How will you handle the call?

• advise that she cannot access the account because she is unauthorized.

• advise need to get in touch with BRP to get permission to pull up the account

• Send her a OTP if she knows the SSN to access the account

• Assist and follow basic Troubleshooting Steps to get the phone fixed.

Beatrize is NOT an authorize user on the account, Her phone was lost, and wants it to be suspended. can you suspend the service of the lost phone for her?

• YES

• NO

Agu is an active member of the U.S. Navy and currently deployed in Wakanda, he is trying to make a payment on the account using his Credit Card. HE forgot the pincode on the account, He is using a satelite phone, we dont have option for OTP and he dont have email on file. How will he pay his bill?

• Escalate customer's request to your Coach or Sr. Rep for resolution

• Transfer Agu to IVR

• Advise Agu to make a payment online

• shout wakanda forevah!

Things Authorize user can do on the account

• Add a new line

• Add an authorize user

• Cancel a line

• Resume a canceled line

Samson Steps in adding an authorize user.

• Features tab > Page Options > Authorization Names > Change First or Change Second.

• Financial tab > Page Options > Authorization Names > Change First or Change Second.

• BAN Profile tab > Page Options > Authorization Names > Change First or Change Second.

• Agreement tab > Page Options > Authorization Names > Change First or Change Second.

Individual acount verification document

• https://c2.t-mobile.com/accounts/account-verification-tex

• https://c2.t-mobile.com/accounts/care-verification-account

• https://c2.t-mobile.com/accounts/account-verification-care

• https://c2.t-mobile.com/accounts/verification-account-care

True or False: An account can have maximum of two BRP if they are legally married.

• True

• False

SIVR payment transfer number

• 63115

• 63165

• 63155

• 63355