Activations: Prepaid

• New devices or Bring Your Own Devices (BYOD) can be used to activate an account. A BYOD device must pass device and SIM compatibility criteria.
• Do not activate an account using an email address that already has an account associated with it.
• Do not use the same IMEI for multiple lines or account activations, doing so will cause the order to fail.
• In Retail, and Virtual Retail (excluding Express Authorized Retail), dummy IMEIs (e.g.,11111111111111) can be used to continue through the flow quickly when activating multiple accounts.
• Care channels must validate the IMEI prior to activation to verify that the BYOD IMEI is not on an active account and is compatible with the T-Mobile network using the compatibility check in Rebellion.
• Care BYOD Rebellion Steps
  • Log in to Rebellion
  • Select the Lookup tab on left side of screen
  • On the Customer tab search, search by Device IMEI
  • Enter IMEI in search box
  • Select Search
  • If the search produces a result and the account is active, then the IMEI cannot be used. Ask the customer for the IMEI of an inactive device.
  • Exception: If a customer is unable to receive an OTP (One Time Pin) to access their account, Experts may use the active IMEI to create a new account for the customer.
• Device pricing:
  • With Qualified Service, the price is reduced versus purchasing a device without selecting a service plan. Based on the price plan chosen, new or existing customers may be able to receive a device at a slightly discounted cost.
  • Without Qualified Service, when customers choose "I don't need a plan" for existing customers upgrades and new device purchases, the cost is full price.
  • Accessories are displayed based on the new device being purchased.

eSIM

• An eSIM is the latest method of SIM technology and the direction all devices are moving towards. They are free, immediate, reusable, and universal (cross carrier/inter carrier). They do require a Wi-Fi connection to download and install the eSIM profile. Some newer phones support both eSIM and pSIM but eventually all phones will be eSIM only.
• Most new phones will detect an eSIM is needed and download/install the eSIM over air. This is the easiest and preferred method of eSIM installation. Phones also have the ability to install eSIMs from the phone’s settings. Lastly, for phones that use eSIM, but don’t support over air or settings installation, a unique eSIM can be generated and emailed to the customer. 
• For full details on eSIMs, refer to: eSIM Overview
• For details on generating and sending an eSIM to a customer, refer to: SIM/eSIM Support Tool
  
  pSIM
  
  
• A pSIM should only be used when an eSIM is not a choice or the customer does not have a Wi-Fi connection. A pSIM incurs a cost, take time to arrive or require the customer going to a store, and are harder to reuse. Older phones are usually pSIM only. Customers can still choose to use a pSIM instead on dual support devices.
   

For information on setting up an eSIM or pSIM, refer to the Ship-to and First-time use (eSIM and pSIM setup section below.

• When a pSIM card has been abandoned in the cart, it isn't available for use for about 2 hours.
• When a pSIM is in a checked-out cart, it is not available for use for about eight (8) hours.
• Use Rebellion to Look Up Customer by Device SIM to ensure the SIM is not in use on an account.
• Use SAP CARE (may need a Senior or above to do this) Order Management to search for a Cart associated with the SIM. If there is a Cart that is abandoned or checked out, either continue shopping and complete the order OR continue shopping and empty the cart. If the cart is emptied, it will be released and available to reuse.
• Do not transfer these calls to Prepaid RSL or NTC until troubleshooting steps above have been completed.
• If a Customer, Order, or Cart is not found for the SIM, transfer to NTC to assist with releasing the SIM.

• "By activating or using T-Mobile service, you agree to the rate plan terms and T-Mobile's Terms and Conditions of Service. T-Mobile requires Arbitration of Disputes unless you opt-out within 30-days. You can view T-Mobile's T&Cs at www.t-mobile.com/terms-conditions."
• An initial payment for the minimum amount of the plan plus applicable features must be applied to the account to activate. Ensure customers have their device, Wi-Fi connection if using an eSIM or a pSIM card, and an accepted payment type prior to activating.
• Select the appropriate Language Preference per the customer request.
• If using a credit / debit card to pay for the plan and features, take one payment for the total to help reduce tax costs.
• Primary Line Information:
  • The Primary Line is the line that will receive OTP SMSs.
  • During a multi-line activation, customers can choose which line will be the Primary Line.
    Important: If the customer sets up a My T-Mobile ID, the line used for the My T-Mobile ID will become the new Primary Line if different from the one selected during activation.
  • There is no way to switch the Primary Line from one active line to another once a My T-Mobile ID is setup.
    • If a Single Line account adds a line, the original single line number will be the Primary Line.
    • If the Primary Line number changes, the new number will be the Primary Line.
  • Customer Care cannot change the Primary Line.
    • If the Primary Line is cancelled, the next oldest line will be the new Primary Line. 
    • Do not just pick a random line to setup as the Primary Line, make sure the customer is aware of the responsibilities of the Primary Line.

• Plan and service details, service cycle date, mobile number, and account balance.
• Advise customers of the following before closing the call:
  • "Please read T-Mobile's Terms and Conditions carefully."
  • Activation may take up to 2 hours.
  • Provide voice plan customers these self-service options:
    • #225# (#BAL#) Check account service cycle
    • #999# Check account balance
    • #646# (#MIN#) Check minute usage
    • *8646 to apply a refill coupon
    • #932# (#WEB#) to check data usage
    • Offer to set up AutoPay

1. Click Shop > Phones or Bring your own device.
2. Enter the ZIP code.
   • BYOD
     1. Select an option for the compatibility check:
        • IMEI: Enter the device's IMEI. To find the IMEI on the device, enter *#06# in the device's phone keypad.
        • Skip: Bypass the compatibility check. If the device is incompatible, customer's will be unable to use their service.
     2. Select a SIM card option:
        • eSIM will be the default for eSIM capable devices and the only choice if device is eSIM only. If customer wants a pSIM for dual support devices, discuss eSIM use and cover the benefits of eSIM. Note that it does require a Wi-Fi connection
        • If device is pSIM only or customer insists on pSIM, select one of the options.
          • I have a T-Mobile SIM card: To use a new never before activated T-Mobile SIM card.
          • I need to buy a T-Mobile SIM card
     3. Click Continue.
   • Device purchase: Select a device and confirm the device details.
3. Select the plan, services, and any applicable device accessories.
4. Click Go to Cart or Add a Line (for multi-line activation). The account must be in paid status.
5. Review shopping cart then select Continue to review the order.
6. Enter the Account owner information, email, PIN, name, address, and preferred language. If an existing account pop-up appears, stop the activation process, and complete an add-a-line activation on the existing account.
7. Assign the phone number:
   • Get a new number: Confirm the zip code, then click Search.
   • Use your existing number (port ins): Enter phone number, account number, account PIN.
     • Customer must initiate first time use once the activation is complete in Rebellion.
     • Port ins on muti-line accounts must be completed after activation.
8. Complete emergency address details:
   • Opt out
   • Opt in: Enter address
9. Add primary place of use (PPU) details:
   • ZIP Code only: Enter the ZIP Code.
   • Select full address: Enter the full address
     • Zip code is used in Step Up authorization, make sure the customer is aware they must know the zip code on the account
10. Verify the address.
11. Enter the shipping details.
    • Shipping address: Choose New address or Same as my billing address
    • Shipping method
    • Shipping notifications
12. Click Continue.
13. Select a payment method: Enter the debit or credit card details and address.
    • If customer wants to enroll in AutoPay, check the Enroll in AutoPay box.
14. Read the "Terms & Conditions" and click I agree to the Payment Terms & Conditions upon customer consent.
15. Click Continue.

1. Determine if the customer has an existing account. If so, access the account and verify before proceeding.
2. Enter Number of lines and Zip Code for service area (will default to store but can be changed)
3. Select Continue.
4. Select the plan and services for every line being activated
5. Select SKU and IMEI Validation to enter and validate devices
6. Select Scan to Cart to manually enter accessories and ePIN(s)
7. Select Continue
8. Fill out each expandable blade on the Account/LineSetup page
   • At Minimum, assign a phone number (new or existing), opt In/Out of emergency address, in account address enter the zip code of the customer’s residence (don’t use store zip code, zip code is used in Step Up authorization) and PPU
   • To get a new number chosen by T-Mobile, select Get a new number.
   • To port a number, select Use an existing number. If issues occur with porting, contact Prepaid (Rebellion) WLNP, see Prepaid queues.
9. Select Continue.
10. Review the order and click Accept & Continue.
11. Select a payment method:
    • To pay with a debit or credit card, select New debit/credit card.
      • If the customer wants to enroll in AutoPay, check the Enroll in AutoPay box.
        • Note: For Split Payment, only click the enroll in AutoPay box for the card the customer is wanting enrolled.
    • To use cash or check (in-store only), select Cash and enter amount received.
    • To use bar code select Generate Bar code. Scan using desktop > Rebellion > Tools > Cash mobility till.
    • To use Mobility till select Open register prior to scanning till.
    • To use a refill card, select Want to use a refill card or activation code.
    • To pay with a combination of payment methods, such as two different cards, select Split Payment.
12. Select Place Order. In-store activation: for eSIM, follow the on-device instructions or for pSIM insert the SIM card and turn on the device. The device might need to be unlocked by the previous carrier before you it can be activated it on the T-Mobile network.

Once customers receive their device:

     pSIM Activations:

• Customers will insert the SIM card, turn on the device, and attempt to use service to start the activation. If they have problems, they may call Care. Refer to Troubleshooting pSIM and eSIM activations below.
  
  eSIM Activations: 
  
  
• Customers will need to call Care to initiate service. Refer to the steps below to assist these customers.

1. Access the order in Rebellion.
2. Click Activate Now at the bottom of the order. 
   • If the Activate Now button is grayed out, contact your Coach to complete in SAP Care, see Activate a device: SAP Care steps.
3. Walk the customer through downloading and installing their eSIM over air.
   • Refer to eSIM Overview
   • If the device requires a QR Code:
     • Refer to SIM/eSIM Status Tool
     • See ‘Sending a one-time QR code’ section

Troubleshooting pSIM and eSIM activations:

1. Access the order in Rebellion. Activation Orders involving a port-in may show as In Process.
2. Care agents follow Check port status.
3. Retail agents follow Check and update a port request.

• Once customers receive their device, for eSIM, they can download and install their SIM profile over Wi-Fi by scanning the QR code found here: SIM card & eSIM  and following the on device instructions, for pSIM they must insert the SIM card, turn on the device, and attempt to use service to start the activation.
• If they can't activate with eSIM or pSIM, follow these steps:
  • Access the order in Rebellion. Activation Orders involving a port-in may show as In Process.
  • Care agents follow Check port status.
  • Retail agents follow Check and update a port request.
• Click Activate Now at the bottom of the order.
• If the customer's order was delivered, first-time use does not work and the Activate Now button is grayed out, file an Account Error Form, and escalate to Business Support.