Activations & upgrades: In-Store

Use these steps to set up DIGITS for customers. For details about DIGITS, how to use it, and eligibility, see Get started with DIGITS.

1. Start a new MI activation or MI add a line activation in DASH.
2. Review and select the proper DIGITS plan:
   • DIGITS Talk & Text or Proxy by DIGITS:
     1. In the MI Plans catalog, select DIGITS Talk & Text Plan or Proxy by DIGITS plan.
     2. In the MI Device Catalog, select T-Mobile UN SIM Virtual. There is no physical SIM card needed since this is a virtual line.
     3. DASH will automatically populate a generic SIM Number field during the Review Cart screen and not require you to Validate the information entered.
   • Non T-Mobile DIGITS Talk & Text:
     1. In the MI Plans catalog, select NT DIGITS Talk & Text plan.
     2. In the MI Device Catalog, select T-Mobile SIM Card.
        • Activate with a SIM in order for the customer to use the line with a T-Mobile ID.
        • The customer can shred the SIM afterward since this is a virtual line.
     3.  Notify the customer that a Device Connection Charge will be due, unless :
        • Eligible for a Device Connection Charge Promotion.
        • Waived per policy due to a qualifying Device Program.
   • Data with Paired DIGITS or High-Speed Data with Paired DIGITS lines (including DIGITS Apple Watch):
     1. In the MI Plans Catalog, select the appropriate Data with Paired DIGITS plan.
     2. In the MI Device Catalog:
        1. Select the MI Device the customer is purchasing in-store.
        2. For eSIM in-store purchase wearables (e.g. Apple Watch and Samsung Galaxy Watch), activate using the device EID.
     3. For eSIM BYOD devices, activate using an in-store SIM card. 
     4. Notify the customer that a Device Connection Charge will be due, unless :
        • Eligible for a Device Connection Charge Promotion.
        • Waived per policy due to a qualifying Device Program.
     5. After the activation is complete, return to Account Management in Tapestry to update the EID.
        
        • DASH does not currently support BYOD eSIM activations. Stay tuned for future enhancements!  
     6. In DASH, the Data with Paired DIGITS line will show a random number, which is a placeholder and serves no other purpose.
     7. During the Review Cart process, the line is paired with the line on the account that it will be duplicating.
        • Under the MI Line, select the phone number the device will be paired to from the Select Primary Line drop-down menu.
        • This can also be completed in Account Management after the activation is complete:
          1. Go to Account Management, in the Profile section select View Profile Details
          2. Navigate and expand the DIGITS line.
          3. Select Edit Pairing drag the preferred line to pair with the DIGITS line
3. The DIGITS line must have an e911 address assigned.
   
4. Enable Multiple Device Services My T-Mobile, see MyDIGITS portal.

• If there are no active mobile numbers (temporary or otherwise), EIP will not be available. Reserved mobile numbers also do not qualify for EIP.
• EIP is not available on past due delinquent accounts or accounts with extended payment arrangements. EIP should be available once payments are paid. However, it may take 2-3 days if customers' bill cycles recently closed and their bills are processing.
• Accounts with foreign or military billing addresses are not eligible for EIP.
• EIP will be available for customers during port-in requests as long as Watson hands off to POS without any issues. Manual activations need to wait until T-Mobile is contacted by the other carriers.

• Customers can have their ECL temporarily doubled if they do not have sufficient ECL to complete re-orders in the following scenarios:
  • Devices were processed as Ship-To fulfillment and they received damaged or defective devices.
  • Devices were processed as Ship-To fulfillment and they never received their orders.
• All other requests to temporarily double ECL should not be processed and will be declined.

Employee can click EIP in the Items Not on EIP box and then click Update if they do not see EIP items in POS.

• POS only allows EIP to be placed on EIP eligible lines when lines come directly from the activations or upgrades systems or in POS initiated transactions.
• If transactions are handed off directly from Watson or HSO/CIHU, EIP will be unavailable on any line that is not part of the activation passing through the systems.

• Employees should confirm they migrated to the correct EMPEIP rate plan.
• Follow standard self-service troubleshooting processes if customers are still unable to complete EIP upgrades even if they're on the correct rate plan.

• Deposit lines that select Full Price / Own Device are subject to the EIP hold period of 365 days after activation.
• These selections can be changed during the EIP hold period, but changes could result in higher deposits. Device Activation Types (DAT) can be changed by calling RSL.

• Attempt to process EIP orders again if you to set up accounts with EIP in POS and the transaction freezes.
• If a transaction freezes or crashes and the EIP posts to the customers account, but nothing posts to the stores DTAR (Daily Transaction Audit Report) – wait 30-45 minutes for a systematic post void.
• There can occasionally be delays with transactions posting to the DTAR. Check the DTAR again after the 30-45 minutes have elapsed. If the EIP still shows active and the DTAR does not show the transaction, contact your Operations Manager to have the EIP closed off the account.
  • Any calls to the Service Desk for this issue will be issued an "auto-resolved" ticket referencing the above steps as the Service Desk does not have the ability to touch or modify customer accounts.
• If a trade in was involved in the failed transaction and remains flagged as an accepted trade-in, see RMA cancellation process: RSL.

When selling a device on EIP and the system provides an error stating 'IMEI XXXXXXXXXXXXXXX is already associated with an active Equipment Installment Plan' and this prevents the device sale from taking place. Wait 15-30 minutes before attempting to ring the same IMEI out again (or select a device with a different IMEI). If the error persists, follow these steps:

• Place the device in the inventory cage with a sticky note saying 'Duplicate IMEI. Please hold 4-5 business days or sell at full price.'
• Device will be available for sale within 4-5 business days.
• Sell the customer a different device on EIP or sell that device at full price.
• If the device is still unsellable after 5 business days, contact your Operations Manager to have the EIP closed off the account.

1. Make every effort to locate the original sale transaction through document retrieval, EC Summary, and/or Daily Transaction Audit Reports.
2. Sales associates should perform a no receipt return only for the following scenarios:
   • Buyer’s remorse returns when the account is already canceled
   • Escalated scenarios approved by the store manager or above to return equipment outside of buyer’s remorse
   • Escalated scenarios approved by the store manager or above to accept equipment back that was shipped to the customer
3. After completing the No-Receipt return, contact the RSL to waive pending and billed charges and close the EIP.

RSL follows these steps when contacted by a Retail Team member to close an EIP and

1. Confirm the no receipt return met one of the approved scenarios above.
2. Confirm the return through TESA (Doc Retrieval).
3. Submit the following information to your Associate Manager/Senior to have the EIP closed:
   • BAN
   • MSISDN
   • Customer Name
   • Plan ID
   • IMEI
   • Reason for no receipt return

Use these steps to complete manual EIP agreements when agreements don't populate correctly in POS.

1. Access and print the appropriate agreement template based on your state from your desktop.
   • Templates can only be used if you sell devices with EIP through POS.
   • EIP calculations are made by the system and the error is an EIP service agreement cannot be created.
   • Due to the nature of financing contracts, templates cannot be used unless the system is able to calculate all fields.
2. Complete all the fields on the agreement except the Installment Plan ID.
3. Keep the original copies of agreements and make copies to provide customers.
4. Staple the manual agreements and system generated agreements to receipts if transactions do not complete and were processed manually using re-rings.
5. Review the master pricing sheet for accurate pricing information and consider the following:
   • Financed amount = price with qualifying plan minus the down payment.
   • Taxes are based on the full retail price.
   • Taxes and down payment are due at time of purchase.

1. Review the Yearly Upgrade Requirements.
   • Log in to Tapestry on REMO.
   • Search for and validate the customer's account.
   • Select Upgrade Devices.
   • Select Yearly Upgrade & ship-to.
2. Select the Yearly Upgrade radio button for the applicable line(s).
   Note: Customers requiring insurance claims must complete their insurance claims first and then process their Yearly Upgrade on the replacement device.
3. Select the Trade-In option that applies:
   • Return Today: Customers return devices in-store.
   • Deferred Return: Customers return devices via mail.
4. Click the Yearly Upgrade Devices button.
5. Perform a Device condition check. Skip the condition check if an approved Device Protection claim already exists. If the Yearly Upgrade subscriber has P360, follow the Insurance claims with upgrades steps if devices fail inspection.
6. Perform validation for each device using #427# and click Continue. Follow the 'Insurance claims with upgrades' steps (below) if devices fail inspection.
7. Ensure Activation Lock, Anti-Theft, and Find My iPhone features are disabled.
8. Advise customers to perform master resets on their devices once they transfer data to their new devices.
9. Provide customers the Yearly Upgrade trade-in quote amount. If the quote exceeds current EIP balances, the following applies based on location:
   • Instant Locations: Customers receive the differences towards their new device down payments. Any credit still available is applied as a bill credit.
   • Deferred Only Locations: Customers receive the differences applied as bill credits after receipt and inspection of devices by our vendor.
10. Select Shop for New Device to view the Yearly Upgrade Device Shopping screen.
11. Select In-store or Ship-To Fulfillment from the drop-down list.
12. Find the new Yearly Upgrade device in the list or enter the device name in the Search bar to filter. SKUs can also be entered or scanned into the Search bar.
13. Click the device picture to launch a new window with the device details and specifications.
14. Click Add to Cart and scan or enter the new device IMEI, SIM card number, and CSN.
15. Click Select Device.
16. On the New Device Pricing section, scan or enter the new device IMEI, new SIM card number (if applicable) and select pricing.
    • If an Authorized User is performing the upgrade, enter their First Name and Last Name > Add to Cart > Next.
17. Review Device Protection and click Checkout Now.
18. Review the cart details.
    • For an in-store order:
      • Click Checkout to mPOS2 to complete the transaction.
      • Print the device labels and affix them to the correct device.
      • Verify the IMEI on the label matches the IMEI on the device.
      • To reprint a device return label, see Printing Device and Shipping Labels (REMO).
    • For a ship-to order, click Continue.
19. Process all ship-to device orders individually.
20. Validate the shipping address and verify shipping preferences.
21. Confirm the language option. This sets the language for the EIP agreement. Order notifications cannot be changed once the order is placed.
22. Enter a valid email address and set the notification preferences. Click Continue.
23. On the Payment Information screen, enter the payment information, confirm the billing address, and review the payment terms and conditions.
24. Click Continue To Final Instructions.
25. On the Final Instructions page, review the cart for accuracy. Read all bullets and gain customer agreement for prior to submitting the order.
26. Select the box that confirms you’ve read the instructions to the customer, then click Place Order.
27. Tell the customer to sign emailed finance agreement within 48 hours to avoid cancellations.
28. For deferred Yearly Upgrades, remind the customer that they will receive a return ship kit to return their trade-in device back to T-Mobile.
    Note: Deferred Yearly Upgrade trade-ins cannot be returned in-store at this time. They must be mailed back using the supplied return kit.

1. Review the JUMP! Eligibility Requirements to confirm customers are eligible:
   1. Log in to Tapestry on REMO.
   2. Search for and validate the customer's account.
   3. Select upgrade devices.
   4. Select JUMP! & ship-to.
2. Select the JUMP! radio button for the applicable line(s).
3. Assist customers with filing insurance claims for lost or stolen devices.
4. Select the Trade-In option that applies:
   • Return Today: Customers return devices in-store.
   • Deferred Return: Customers return devices via mail.
5. Click the JUMP! Trade-In Devices button.
6. Perform a Device condition check. The condition check is skipped if an approved Device Protection claim already exists.
7. Perform validation for each device using #427# and click Continue. Follow the Insurance claims with upgrades steps if devices fail inspection.
8. Ensure Activation Lock, Anti-Theft, and Find My iPhone features are disabled.
9. Advise customers to perform master resets on their devices once they transfer data to their new devices.
10. Advise customers about the JUMP! trade-in quote amount. If the quote exceeds current EIP balances, the following applies based on location:
    • Instant Locations: Customers receive the differences towards their new device down payments. Any credit still available is applied as a bill credit.
    • Deferred Only Locations: Customers receive the differences applied as bill credits after receipt and inspection of devices by our vendor.
11. Select Shop for New Device to view the JUMP! Device Shopping screen.
12. Select In-store or Ship-To Fulfillment from the drop-down list.
13. Find the new JUMP! upgrade device in the list or enter the device name in the Search bar to filter. SKUs can also be entered or scanned into the Search bar.
14. Click the device picture to launch a window with the device details and specifications.
15. Click Add to Cart and scan or enter the new device IMEI, new SIM, and CSN.
16. Click Select Device.
17. On the New Device Pricing section, scan or enter the new device IMEI, new SIM (if applicable) and select pricing. If an Authorized User is performing the upgrade, enter the First Name and Last Name of the Authorized User completing the agreement. Click Add to Cart > Next.
18. Review Device Protection and click Checkout Now.
19. Review the cart details:
    • For an in-store order:
      • Click Checkout to mPOS2 to complete the transaction.
      • Print the device labels and affix them to the correct device.
      • Verify the IMEI on the label matches the IMEI on the device.
      • To reprint a device return label, see Printing Device and Shipping Labels (REMO).
    • For a ship-to order, click Continue.
20. Process all ship-to device orders individually.
21. Validate the shipping address and verify shipping preferences.
22. Confirm the language option. This sets the language for the EIP agreement. Order notifications cannot be changed once the order is placed.
23. Enter a valid email address and set the notification preferences. Click Continue.
24. On the Payment Information screen, enter the payment information, confirm the billing address, and review the payment terms and conditions.
25. Click Continue To Final Instructions.
26. On the Final Instructions page, review the cart for accuracy. Read all bullets and gain customer agreement for prior to submitting the order.
27. Select the box that confirms you’ve read the instructions to the customer, then click Place Order.
28. Tell the customer to sign emailed finance agreement within 48 hours to avoid cancellations.
29. Give customer the option to return pending JUMP! equipment in-store after receiving their new one.

These are available for JUMP! upgrades on EIP and Yearly Upgrade subscribers with P360.

• This process is limited to JUMP! Upgrade and Yearly Upgrade customers who have a damaged device and have opened a claim with Assurant.
• If the customer has a lost or stolen device, they must open a claim with Assurant and wait to receive the replacement device prior to initiating a new JUMP! Upgrade or Yearly Upgrade.

1. Contact Assurant to file instant insurance claims if devices fail inspection during the upgrade process.
   • Retail Care stores in Puerto Rico can file instant insurance claims for customers.
   • Stateside stores can file virtual claims.
2. Collect the insurance claim trade-in device to return. Puerto Rico stores should follow the Inventory Returns process for returning devices.
   • If the device cannot power on, check the device usage history and purchase/exchange history to ensure the correct device is being collected.
   • Compare the history with the serial number on the SIM tray or etched in the back of the device.
3. Collect the claim deductible and down payments at the same time. Do not collect deductibles in POS outside of JUMP! upgrades because this will not apply deductibles properly.
4. Complete separate transactions for instant trade-ins with the Device Protection claims process and JUMP! Upgrades and Yearly Upgrades with trade-ins. Do not attempt to complete a JUMP! Upgrade or Yearly Upgrade if customers wish to replace their lost, stolen, or damaged devices with the exact same make or model.
5. Gather this information about the device:
   • Date device was damaged
   • Problems with the device
   • How damage occurred
6. Click Submit Claim and advise customers about the insurance claim deductible that needs to be paid in POS.
7. Gain agreement, click Next Device or Submit Answers to view the JUMP! Upgrade or Yearly Upgrade trade-in quote(s).
8. Continue with the appropriate upgrade process above.

1. Understand that plan and feature changes made in the device upgrade systems may not immediately appear in our billing systems.
2. Do not contact RSL to request plan/insurance/feature changes if already added in upgrade dashboard, as it may take 24 hours to process in our system.
   • Offline teams proactively identify and re-enter missing transactions daily.
   • Service desk tickets should be submitted for any plan or feature changes that have not occurred after 24 hours has passed.

1. Log in to Tapestry.
2. Search and validate the customer's account.
3. Once in the account, select Upgrade devices.
4. Select the Line Upgrade radio button, then click Continue.
5. If the customer is trading in a device:
   1. Select the trade-in option:
      • Trade-in Today
      • Deferred Trade-in
   2. Perform a Device condition check. 
   3. Generate a Quick Code by dialing #427# in the phone's dialer.
   4. Enter Quick Code in the Device Trade-in Quote Tool text box, then select Validate.
   5. Answer the Questionnaire items, then select Get Quote.
   6. Once the quote displays, drag the photo of the trade-in device over the top of Accept Offer or Reject Offer, then select Continue
6. Under New Device in the device catalog, enter or scan the device in the Search or Enter SKU box.
7. Enter the IMEI and the SIM number.
8. Under Select Preferred Price Option, choose one of the following:
   • Financed EIP Full Retail Price
   • Non-Financed Full Retail Price
9. Select Add to Cart, then select Next.
10. Select Add to choose for desired insurance option the customer would like, or select Decline Protection if they don't want insurance.
11. Select Check Out Now.
12. Review your cart to make sure all selections are accurate.
    • You can remove the upgrade from here if the customer changes their mind or you notice an error.
13. Notify the customer that a Device Connection Charge will be due, unless:
    • Eligible for a Device Connection Charge Promotion.
    • Waived per policy due to a qualifying Device Program.
14. Once reviewed, select Checkout to mPOS2.
    
15. After entering mPOS2, select the Estimate Payment button. This shows future payment amounts.
16. If the shopping cart is ready to go, select Continue to Checkout.
17. Choose the payment method, then select Add Tender.
18. Collect payment and have the customer sign the EIP agreement.
19. Receipt is generated. Determine if customer wants a paper or email copy and fulfill according

1. Log into Tapestry with NT credentials.
2. Select Order Lookup in Key Tasks.
3. Select drop-down menu under Search for Order.
4. Select applicable search option and enter the search criteria (phone number, account, number) in the search bar.
5. Select Search. Results display on the next screen.
6. To view an order, select order and scroll down to View Order Details. Order details display on the View Order Screen:
   • Return Label and instructions
   • Email notifications
   • Tracking
   • After-order support
   • Promotion selected
7. Based on the order status, there are actions that can be taken to resend the customer important information:
   • To resend receipt, enter customer email address or mobile number in the text box next to resend receipt. Select resend receipt. Receipt sent date displays.
   • To resend notification, enter customer email address or mobile number in the text box next to resend notification. Select resend notification. Notification date displays.
   • To resend disclosure, enter customer email address or mobile number in the text box next to resend disclosure. Select resend disclosure. Disclosure sent date displays.
8. Select Back to Search Results to view other orders.
9. Select New Order Search to search for orders with new criteria.
10. Select Close to leave Order Lookup.

Use these steps to convert an account from Prepaid to Postpaid. Have the prepaid customer’s account number, phone number, and PIN available before beginning.

On REMO:

1. Log in to Tapestry with NT credentials.
2. Select DASH Activations Icon.
3. Customer Information.
4. Select Customer Type Drop.
5. Smartphone Equality Eligibility.
6. Input Existing Customer’s Prepaid Number.
7. Prepaid PIN.
8. Check Eligibility.
9. Read customer the credit check script and T-Mobile Money script and if customer accepts, click toggle box agreeing to T-Money terms
10. Customer needs to agree to the terms.
11. Retail Team member asks the customer the following:
    1. Customers authorize T-Mobile to collect this information directly from their ID using our device camera and app?
    2. Does the picture on the ID match the customer?
    3. Is it a military ID?
12. Capture ID.
13. Select the Type of document.
14. Scan and capture the front of ID, confirm it is readable.
15. Scan and capture the back of ID, confirm it is readable.
16. Customer SSN and create pin/password.
17. Select Rate Plans and add to cart.
18. Select Device type and add to cart.
19. Select additional features and add to cart.
20. Select Cart.
21. Select Shopping Cart.
22. Validate device SIM and IMEI.
23. Notify the customer that a Device Connection Charge will be due, unless :
    • Eligible for a Device Connection Charge Promotion.
    • Waived per policy due to a qualifying Device Program.
24. Checkout.
25. Input customer's E-Mail address.
26. Validate dealer.
27. Number and Service Information.
28. Select Transfer your phone number.
29. Input prepaid phone number, account number, and PIN.
30. Customer needs to agree to terms.
31. Continue.
32. Submit activation.
33. mPOS handoff.
34. Continue to Checkout.
35. Customer signs agreements.
36. Tender transaction.