Account conversions happen when customers move their active mobile number from one account type to another. For example, prepaid to postpaid.
Account conversions guidelines
Requirements
General account requirements
- Outstanding account issues must be resolved prior to submitting conversion requests.
- For conversions to postpaid Business, the business name or Authorized User must match the name in Samson.
- Check memos to determine if the conversion is related to Smartphone Equality.
- A 6- to 15-digit password/PIN must be added to all new accounts.
- These issues make accounts ineligible for conversion and must be declined:
- Cancelled accounts
- Suspended accounts
- Change of Responsibility is required
- No credit limits assigned
- Past due balance
Exception: Business Care must submit requests for postpaid accounts in past due status.
SIM card requirements
- Conversions from one T-Mobile account type to another do not require a new SIM card, customers can use their existing SIM. Prepaid 2.0 conversions (to or from) are required to get a new SIM card.
- Conversions between T-Mobile Magenta and wholesale partners require a new T-Mobile SIM card.
Account conversion types
Eligible scenarios
- Prepaid to postpaid
- Prepaid mobile Internet to postpaid mobile internet
- Prepaid to wholesale
Requirements
- Prepaid accounts must be active to use the automated porting process.
- Customers with a prepaid My T-Mobile account need to create a new postpaid My T-Mobile account.
- Device protection won't automatically convert to device protection on the new postpaid account. Offer device protection.
- For prepaid accounts cancelled in error, submit an Old Number Back MSISDN reuse form.
- A 6 to 15 digit password/PIN must be added to all new accounts.
Check out
Eligible scenarios
- Postpaid to prepaid
- Postpaid to wholesale
- Individual to Business
- Business to Individual
Requirements
- Customers can keep their mobile number.
- A 6 to 15 digit password/PIN must be added to all new accounts.
Check out Conversions from postpaid to prepaid
- Eligible scenarios include No Credit Check to prepaid and postpaid.
- Customers converting to postpaid service can keep their mobile number and SIM.
- A 6 to 15 digit password/PIN must be added to all new accounts.
Check out No Credit Check (NCC) conversions
For conversions from one wholesale partner to another, Offline Activations opens an MSISDN Maintenance Request. Eligible scenarios include:
- Wholesale to prepaid
- Wholesale to wholesale
- Wholesale to postpaid
Check out
- Conversions from wholesale to postpaid
- MSISDN maintenance request overview
Scenarios and responsible group by request type
| Transaction Type | Do I own the conversion? | Handling |
|---|---|---|
| Individual account (BRP) calling to release a line to another individual account | YES | Change of Responsibility (COR) - Existing customer |
| Individual account calling to accept a line on an individual account | YES | Change of Responsibility (COR) - Potential customer |
| Individual account calling to convert to a business account, has an existing Business account | YES | See Change of Responsibility (COR) - Existing customer and then transfer to T-Mobile for Business TEX |
| Individual account calling to convert to a business account, doesn’t have an existing Business account with Tax ID | YES | Complete Change of Responsibility (COR) - Existing customer Retail refer to Business account Activations: Business Credit and transfer to Business Credit If you are having system issues, please file a ticket before contacting Business Credit 0-3-1 in the RSL menu. If you have run credit for a Business Account and received a Credit Alert, please contact the Business Verification Team. 0-4-1 in the RSL menu. Customer needs to show documentation displaying the Business name and tax ID. |
| Individual Account calling to convert to Prepaid | YES | Conversions from postpaid to prepaid |
| Business account with Tax ID to Individual Account with SSN | NO | Transfer to T-Mobile for Business TEX. |
| Business account to Individual Account | NO | Transfer to T-Mobile for Business TEX. |
| Individual Account calling to convert to Business with SSN | NO | Send the customer to a Retail location. Retail refer to Business with SSN Accounts direct to Customer Care to I/S migrations 0-4-2 in the RSL menu. |
| Business with SSN calling to convert to Individual Account with SSN | NO | Transfer to Transfer to Business Credit. Refer to Account Type/Sub Type change: BC & Activations |
| Sprint Business to Customer Care | NO | Advise customer to complete form on https://customerhelp.t-mobile.com/COO/BusinessCOOMain then they will be contacted by offline team. Once offline team has verified everything, transfer to Activations. |
Cancel account conversion requests
- If you have submitted a conversion request but the customer changed their mind and wants to cancel it, ask your Associate Manager or Senior Rep to send an e-mail to the MSISDN Maintenance Team.
- Associate Manager and seniors: Use SIM reuse & MSISDN maintenance escalations. Be sure to include the MSISDN reuse form number in your email.