Verification and BRP / Auth Users

What are the 2 key items you need from any caller to verify the account?

• Caller's first and last name

• Caller's last 4 of their Socials / SSN

• PIN/Passcode

• OTP

Answer explanation

Check the Account Verification document in C2 for more details.

What tools are used to verify the account? Select all that applies.

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What is an additional step required when adding a new or changing a Customer PIN/Passcode?

• Verbal agreement

• One Time Pin

• Token

Answer explanation

Did you know that only BRPs and Authorized users can verify OTPs? You can check C2 One time Pins document for more details.

What account changes can be initiated by the Authorized User? (Select all that apply)

• Bill Inquiry

• Add a line

• Upgrades

• Warranty Exchange

• Cancel account / mobile number

Answer explanation

There are only 10 account changes that only the BRP can make? Yes! Check BRP and Auth Users > Individual accounts in C2.

When adding Authorize Users, how old must the Authorized user be? Please input the age for United States customers only.

Talking about One Time Pins, which statements below are TRUE. Select all that applies.

• OTPs expire within 24 hours from the day created.

• OTPs usually arrive within seconds when sent via SMS but can take from 5-30 minutes for OTP to arrive by email.

• The system remembers one OTP at a time. If you send two to the same phone number, only the second one will work.

• Cancelled numbers and full-suspended accounts cannot receive OTP by email.

Answer explanation

Check C2 One Time Pins document under Limitations for more details.

Once you have successfully added an Authorized User to the account, what additional step the BRP has to complete?

• Confirm you're speaking with the BRP.

• BRP has to set up line permissions on MyT-Mobile.

• Confirm the name is spelled correctly.

• Never enter special instructions or comments in the Authorized User field.

You received a call from David Lopez and upon checking the account, he is not listed as the BRP as well as an Authorized User. He mentioned he used to be an Authorized User on the account and that he can provide the account PIN/password. What would be your next step?

• No, he is not listed therefore we cannot help him.

• Yes, we can provided limited support according to the Account Verification Care document > Unauthorized or unable to verify.

• Send David an OTP.