Pre-Activation Requirements

Collect before starting account setup:

• Full legal name, date of birth, residential address
• Email address and alternative phone number
• Payment details (card or bank account for direct debit)
• Student verification (ID, enrollment letter, or .edu email)
• Port-in details if transferring number (account number, authorization code)

Credit Check Process

Co-Signer Option: Available for students under 21 or with limited credit. Co-signer must be 21+ and assumes account responsibility.

Account Creation Steps

1. Create Profile: Enter details in CRM, generate customer ID, set up portal credentials
2. Configure Service: Select plan, choose/port number, configure device if applicable
3. Set Up Payment: Enter payment method, set up auto-pay, process deposits
4. Review & Confirm: Review all details with customer, obtain consent, send confirmation email

SIM Activation

Number Porting

Process: Collect authorization code and account details → Submit port request → Provide temporary number → Port completes in 2-4 hours → Customer receives SMS confirmation

Common Issues: Account number must match exactly (including leading zeros), authorization code valid 30 days, account name must match ID

Welcome Communications

• Welcome Email: Sent within 1 hour with account details and login credentials
• First Bill Preview: Sent 3-5 days after activation showing expected charges
• Support Resources: Links to FAQs, troubleshooting, and contact information

Common Activation Issues

• No Service: Restart device, verify SIM inserted correctly, check for carrier updates
• Data Not Working: Verify APN settings, ensure mobile data enabled
• Port Delay: Check port request status, provide temporary number
• Payment Declined: Verify card details, try alternative payment method