Smartphone Equality

Smartphone Equality (SPE) allows customers on T-Mobile Prepaid and Metro by T-Mobile rate plans to be eligible for qualified device pricing based on their payment history without a credit check. It is not based on tenure.

Overview

  • Smartphone Equality for existing postpaid customers is retired. Smartphone Equality for prepaid to postpaid is still active. 
  • Existing postpaid customers are evaluated on an on-going basis and could see changes to their credit limits. These factors include payment history, amount currently financed, and current credit limits.
  • T-Mobile Prepaid and Metro accounts that have completed 12 months of on-time bill payments (unless stated in a special offer) receive a CRP key for Smartphone Equality Pre to Post (Credit Check or No Credit Check). SPE eligibility will not show in DASH until the 13th month. 
    • SPE eligibility check is in DASH and requires the prepaid number and PIN to the prepaid account. This eligibility check should not be bypassed. If the customer does not know their PIN, they must retrieve it via self-service or by contacting Prepaid Care. Store key holders can reset the PIN in Rebellion.
    • Once the postpaid BAN is created with Smartphone Equality Pre to Post no credit check, the customer will follow the normal postpaid evaluation based on their account history.
    • Social Security Numbers (SSN) are only required to be provided if the customers choose to have their credit run. See the process below.
  • T-Mobile Prepaid accounts qualified for a CRP Key for Smartphone Equality Pre to Post can choose to instead run credit. 
    • Prepaid and NCC customers who have reached Smartphone Equality requirements and choose to run credit will keep the better of the two CRP keys. 
      • Credit check should only be done if the customer requests it and AFTER completing the Smartphone Equality Eligibility Check, in the same transaction. 
      • Most customers will not receive a better financing option than what is provided with SPE.
      • To get SPE key, the credit check must be done in the same transaction as the Smartphone Equality Eligibility Check.
      • NEVER run credit on an SPE eligible customer using the standard credit check process without the SPE eligibility check in the same order as it can negatively impact the customers' ability to receive a Smartphone Equality Key.
    • If they choose to run credit, they may not get a Well Qualified CRP key; they will qualify for the best financing options based on their payment and credit history.
    • If after completing the customer's SPE check in DASH, their credit check returns fewer credit limits than the Smartphone Equality key, the system provides them with the SPE key unless:
      • Customer has an existing delinquent account.
      • Customer has a previous written off account.
    • Retail/VR should contact Activations only if they have an issue with DASH. Activations does not override eligibility for ineligible customers.
      • Virtual Retail/Retail may call Activations through the RSL IVR (do not enter a number or select option 0 and select option 1 for Activations) if they complete an SPE order, and the order fails, and the customer is no longer eligible in DASH.
      • Provide Activations with the Tentative BAN number listed in the order and explain the customer needs an SPE reset.
      • Activations should follow steps below to Open the Tentative BAN (if there is one) or assist with creating an application in TOGA.

 

Metro customers

Eligible Metro by T-Mobile customers may receive an SMS stating they qualify for Smartphone Equality if they switch to T-Mobile Postpaid service. Follow these steps to verify eligibility and convert Metro by T-Mobile customers to T-Mobile Postpaid in DASH. If DASH is down, there is no workaround. Follow up with customers when the system is working again.

  1. Log in to My Account on www.metrobyt-mobile.com.
  2. Click Forgot Password. 
  3. One Time PIN is sent to customer. 
  4. Security PIN can be reset once verified.

Note: Effective June 18, 2025, customers who have not set up new security questions must set up these questions before they can reset their prepaid PIN.

  • Switching to T-Mobile Postpaid from Metro by T-Mobile will result in the loss of Metro voicemail messages.
  • If customers wish to save their Metro voicemails, use the Metro by T-Mobile voicemail application to download the messages. Remember, this must be done prior to the switch.
  • If customers need additional assistance with saving their voicemail, direct them to Metro by T-Mobile Customer Care.
  • Do not follow the steps below until you confirm the customer does not want to save their or already saved their voicemail via the app.

Account

Eligible

  • Metro by T-Mobile

Not eligible

  • Business
  • Government
  • Special Employee
Payment history

Must have 12 consecutive on-time payments on a T-Mobile account in the last 12 months (12 months unless specified in an offer via SMS). 

  • Payments are on time for 12 months in a row.
  • Customers must be in the 13th month of on-time payments to be eligible.

On-time payments are considered:

  • Paid in full within 48 hours of the renewal date. If the customer's account is suspended, even within 48 hours, their tenure resets.
  • Late payments reset the 12-month eligibility counter. Late payments include:
    • Payments rejected by customers' banks due to insufficient funds
    • Payment arrangements/EPS
No account suspensions 

Accounts must remain active with no BAN suspensions for the 12-month period.

  • Account suspensions reset the 12-month clock, including both involuntary and voluntary.
  • MEDHD3/MEDHD4 is not an exception.
  • Line suspensions on a multi-line account do not reset eligibility if the account stays active.

Exception: Military suspends do not disqualify eligibility, but they require one on-time payment during the last 12 months.

ExceptionsCustomers who meet the above account and payment history requirements but were impacted by these problems are still eligible:
  • T-Mobile error caused payment to post late.
  • Payment history was interrupted by natural disaster/emergency. (Coronavirus is not an eligible natural disaster.)
Virtual Retail/Retail activation steps 

Telesales/Virtual Retail: Switch to T-Mobile steps

Review before any account changes

  1. Switching to T-Mobile Postpaid from Metro by T-Mobile will result in the loss of Metro voicemail messages.
  2. If customers wish to save their Metro voicemails, use the Metro by T-Mobile voicemail application to download the messages. Remember, this must be done prior to the switch.
  3. If customers need additional assistance with saving their voicemail, direct them to Metro by T-Mobile Customer Care.
  4. Do not follow the steps below until you confirm the customer does not want to save their or already saved their voicemail via the app.

Use DASH to check eligibility and process customers moving from Metro by T-Mobile to T-Mobile Postpaid.

  1. In DASH, navigate to the Customer tab.
  2. Enter an eligible Metro by T-Mobile phone number in the Existing Prepaid Number field.
  3. Enter the customer's PIN in the Prepaid PIN field.
  4. Select Verify Eligibility prior to running credit. The following messages will display:
    • Eligible: “This line is eligible for Smartphone Equality. Please complete Credit Check form and submit.”
    • Not Eligible: “Not eligible for Smartphone Equality. Please perform Credit Check.”
      • Eligible customers who have received an SMS stating they qualify for Smartphone Equality if they switch to postpaid service may be forwarding the SMS to customers who do not qualify. Additionally, some customers may have incorrectly received the SMS, but do not qualify.
      • Advise the customer that they don’t qualify at this time and direct to Metro by T-Mobile Customer Care for further assistance.
    • PIN/Phone Number Mismatch: “The provided mobile number and PIN do not match. Please verify with the customer and try again.”
  5. If the customer is eligible, only complete a credit check if they request it.
    • If the customer doesn’t request to run their credit, uncheck the Wireless checkbox and proceed with activation.
    • The customer will automatically be on CRP key associated with Smartphone Equality pre to post.
    • If the customer requests to run their credit, keep the Wireless box checked and continue with activation. 
    • Do not select the checkbox unless you have already completed the SPE eligibility check.
    • If the credit check returns any CRP key besides Smartphone Pre to Post or higher credit limits, contact Consumer Credit and tell them that you are calling for a Metro to T-Mobile postpaid conversion campaign and the customer received an SMS. 
    • Consumer credit will then:
      • Verify Smartphone Equality eligibility in DASH for the Metro customer by following the Consumer credit steps below. 
      • Update the application with CRP key for Smartphone Equality pre to post.
    • Once Consumer Credit has updated the application with correct CRP key, follow the below steps.
      • Exit the order in DASH. 
      • Resume the existing order in DASH. If unable to resume the existing order, start a new one. 
      • You can see the updated credit on the customer information screen by selecting the Deposit Info tab.
  6. Complete the Customer Information page, then click Submit.
  7. If customer has a ship to order and wishes to keep their current phone number, have them contact Customer Care when they receive their device. 
  8. When Care agents receive the call, they will follow Manage profile: Atlas to replace the temporary number with the Metro by T-Mobile number. 
  9. Explain it can take up to 48 hours to transfer the number after the request is made.
Activations/Consumer Credit support 

Follow these steps for a Metro customer that Virtual Retail, Telesales, and Retail is showing ineligible for Smartphone Equality, but the CRP key is showing Smartphone Equality pre to post:

  1. Use DASH to check the financing options for the Metro by T-Mobile customer and the customer is showing eligible for Smartphone Equality.
    1. Access DASH.
    2. Select Customer from Search bar.
    3. Enter the NCC or Prepaid phone number in the Existing Prepaid Number field under Smartphone Equality Eligibility.
    4. Enter the customer's PIN in the Prepaid PIN field.
    5. Select Check Eligibility.
  2. Access TOGA and search using SSN for the application.
  3. Update the TOGA application to Smartphone Equality Pre to Post or limits higher than shown for the CRP Key.
  4. Memo TOGA: "Customer is eligible for Smartphone Equality. Manually updating CRP key for Smartphone Equality."
  5. For Smartphone Equality Reset Issues (DASH shows ineligible for an eligible customer after a failed order), Activations should open the Tentative BAN and force it open so Virtual Retail/Retail can continue with account setup.
All other errors

Error reporting

  1. File a Compass desk ticket when you get an error under the Credit & Financing Issue ticket.
  2. Include the step-by-step path you took to get the error in the ticket.

Activations steps

  • Customers must transfer their number and convert their account to postpaid to qualify for the program.
  • If customers don't want to transfer their number, they can't participate in the program.
  • No temporary numbers can be used.
    Exception: When customers are using a Matricula ID for NCC conversions, a temporary number can be used.
  • Customers who have a postpaid account over 30 days old that doesn't qualify do not qualify for Smartphone Equality until the postpaid account is eligible.
  • If the account is less than 30 days old, follow No Credit Check (NCC) support.
  • Care: Once you have verified eligibility transfer to Activations.

If a Tentative BAN already exists for the customer with the SPE credit details attached, open that BAN so Retail or VR can complete the activation as normal.

  1. Don't run credit. Before following these steps, check Samson for a Tentative BAN with the credit details attached. 
  2. If the customer wants to add their Social Security number (SSN) at a later date and does not have an SSN:
  3. Create a tentative BAN by selecting New BAN in Samson.
  4. Continue with the regular BAN Activation process until you reach the Credit Evaluation step.
  5. Use Samson to complete no credit check activation.
  6. Use the existing credit evaluation screen in Samson.
  7. Select Standalone OFAC Check.
    • Customer qualifies: They are assigned CRP key for Smartphone Equality pre to post. Continue with steps.
    • Customer does not qualify: An error message indicates the customer doesn't meet the eligibility requirements, and if they want to continue with migrating to a postpaid account, T-Mobile must run credit.
  8. Submit the application, and check that Decision Details and additional customer verification needed.
  9. Don't continue with activation.
  10. Tell the Retail Team to contact Risk Assessment/Fraud Management regarding the issue associated with the OFAC hit.
  11. Complete the activation.
  12. NCC (SCNC) accounts can only be linked when the BAN is in a Tentative status.
    1. During the BAN activation, link the NCC (SCNC) account to the new postpaid account.
    2. On the additional information, screen enter in the customer's previous account information.
    3. Fill in the BAN number in the Previous BAN field.
    4. If the BAN is not in a Tentative status, the fields are disabled.
    5. Continue with activation and NCC Conversion request.
  13. Memo the account using the CRIQ memo code to show the customer didn't want to run credit and is participating in the Smartphone Equality program.

T-Mobile Prepaid customers 

 

Account

Eligible

  • T-Mobile/Magenta Prepaid

Not eligible

  • Business
  • Government
  • Special Employee
Payment history

Must have 12 consecutive on-time payments on a T-Mobile account in the last 12 months (12 months unless specified in an offer via SMS). 

  • Payments are on time for 12 months in a row.
  • Customers must be in the 13th month of on-time payments to be eligible.

On-time payments are considered:

  • Paid in full within 48 hours of the renewal date. If the customer's account is suspended, even within 48 hours, their tenure resets.
  • Late payments reset the 12-month eligibility counter. Late payments include:
    • Payments rejected by customers' banks due to insufficient funds.
    • Payment arrangements/EPS
  • Eligibility can be checked in Rebellion before DASH.
No account suspensions 

Accounts must remain active with no BAN suspensions for the 12-month period.

  • Account suspensions reset the 12-month clock, including both involuntary and voluntary.
  • MEDHD3/MEDHD4 is not an exception.
  • Line suspensions on a multi-line account do not reset eligibility if the account stays active.

Exception: Military suspends do not disqualify eligibility, but they require one on-time payment during the last 12 months.

ExceptionsCustomers who meet the above account and payment history requirements but were impacted by these problems are still eligible:
  • T-Mobile error caused payment to post late.
  • Payment history was interrupted by natural disaster/emergency. (Coronavirus is not an eligible natural disaster.)
Virtual Retail/Retail activation steps 

Telesales/Virtual Retail/Retail: Switch to T-Mobile steps

Review before any account changes

  1. Switching to T-Mobile Postpaid from prepaid will result in the loss of Metro voicemail messages.
  2. If customers wish to save their voicemails, use voicemail application to download the messages. Remember, this must be done prior to the switch.
  3. Do not follow the steps below until you confirm the customer does not want to save their or already saved their voicemail via the app.

Use DASH to check eligibility (Rebellion can be checked before DASH but DASH must recognize eligibility for SPE Key to be assigned) and process customers moving to T-Mobile postpaid.

  1. In DASH, go to the Customer tab. 
  2. Enter an eligible Magenta Prepaid phone number in the Existing Prepaid Number field.
  3. Enter the customer's PIN in the Prepaid PIN field.
  4. Select Verify Eligibility prior to running credit. The following messages will display:
    • Eligible: “This line is eligible for Smartphone Equality. Please complete Credit Check form and submit.”
    • Not Eligible: “Not eligible for Smartphone Equality. Please perform Credit Check.”
      • Eligible customers who have received an SMS stating they qualify for Smartphone Equality if they switch to postpaid service may be forwarding the SMS to customers who do not qualify. Additionally, some customers may have incorrectly received the SMS, but do not qualify.
      • Advise the customer that they don’t qualify at this time.
    • PIN/Phone Number Mismatch: “The provided mobile number and PIN do not match. Please verify with the customer and try again.”
      • If customer needs help with the T-Mobile Prepaid PIN, a store key holder can assist with the reset.
  5. If the customer is eligible, only complete a credit check if they request it.  
    • If the customer doesn’t request to run their credit, uncheck the Wireless checkbox and proceed with activation.
    • The customer will automatically be on CRP key associated with Smartphone Equality pre to post.
    • If the customer requests to run their credit, keep the Wireless box checked and continue with activation. 
    • Do not select the checkbox unless you have already completed the SPE eligibility check.
    • If the credit check returns any CRP key besides Smartphone Pre to Post or higher credit limits, contact Consumer Credit and tell them that you are calling for a Metro to T-Mobile postpaid conversion campaign and the customer received an SMS. 
    • Consumer credit will then:
      • Verify Smartphone Equality eligibility in DASH for the Metro customer by following the Consumer credit steps below. 
      • Update the application with CRP key for Smartphone Equality pre to post.
    • Once Consumer Credit has updated the application with correct CRP key, follow these steps:
      • Exit the order in DASH. 
      • Resume the existing order in DASH. If unable to resume the existing order, start a new one. 
      • You can see the updated credit on the customer information screen by selecting the Deposit Info tab.
  6. Complete the Customer Information page, then click Submit.
  7. If customer has a ship to order and wishes to keep their current phone number, advise them to contact Customer Care when they receive their device.
  8. When Care agents receive the call, they will follow Manage profile: Atlas to replace the temporary number with the Metro by T-Mobile number.
  9. Explain it can take up to 48 hours to transfer the number after the request is made.
Activations and Consumer Credit support Follow these steps for a Magenta customer that Virtual Retail, Telesales, and Retail is showing ineligible for Smartphone Equality, but the CRP key is showing Smartphone Equality pre to post:
  1. Use DASH to check the financing options for the Metro by T-Mobile customer and the customer is eligible for Smartphone Equality.
    1. Access DASH.
    2. Select Customer from Search bar.
    3. Enter the NCC or Prepaid phone number in the Existing Prepaid Number field under Smartphone Equality Eligibility.
    4. Enter the customer's PIN in the Prepaid PIN field.
    5. Select Check Eligibility.
  2. Access TOGA and search using SSN for the application.
  3. Update the TOGA application to Smartphone Equality Pre to Post or limits higher than shown for the CRP Key.
  4. Memo TOGA: “Customer is eligible for Smartphone Equality. Manually updating CRP key for Smartphone Equality.”
  5. For Smartphone Equality Reset Issues (DASH shows ineligible for an eligible customer after a failed order), Activations should open the Tentative BAN and force it open so Virtual Retail/Retail can continue with account setup.
All other errors

Error reporting

  1. File a Compass desk ticket when you get an error under the Credit & Financing Issue ticket.
  2. Include the step-by-step path you took to get the error in the ticket.



 

Activations steps 

  • Customers must transfer their number and convert their account to postpaid to qualify for the program.
  • If customers don't want to transfer their number, they can't participate in the program.
  • No temporary numbers can be used.
    Exception: When customers are using a Matricula ID for NCC conversions, a temporary number can be used.
  • Customers who have a postpaid account over 30 days old that doesn't qualify do not qualify for Smartphone Equality until the postpaid account is eligible.
  • If the account is less than 30 days old, follow No Credit Check (NCC) conversion.
  • Care: Once you have verified eligibility transfer to Activations.

If a Tentative BAN already exists for the customer with the SPE credit details attached, open that BAN so Retail or VR can complete the activation as normal.

  1. Don't run credit. Before following these steps, check Samson for a Tentative BAN with the credit details attached
  2. If the customer wants to add their Social Security number (SSN) at a later date and does not have an SSN:
  3. Create a tentative BAN by selecting New BAN in Samson.
  4. Continue with the regular BAN Activation process until you reach the Credit Evaluation step.
  5. Use Samson to complete no credit check activation.
  6. Use the existing credit evaluation screen in Samson.
  7. Select Standalone OFAC Check.
    • Customer qualifies: They are assigned CRP key for Smartphone Equality pre to post. Continue with steps.
    • Customer does not qualify: An error message indicates the customer doesn't meet the eligibility requirements, and if they want to continue with migrating to a postpaid account, T-Mobile must run credit.
  8. Submit the application, and check that Decision Details and additional customer verification needed.
  9. Don't continue with activation.
  10. Tell the Retail Team to contact Risk Assessment/Fraud Management regarding the issue associated with the OFAC hit.
  11. Complete the activation.
  12. NCC (SCNC) accounts can only be linked when the BAN is in a Tentative status.
    1. During the BAN activation, link the NCC (SCNC) account to the new postpaid account.
    2. On the additional information, screen enter in the customer's previous account information.
    3. Fill in the BAN number in the Previous BAN field.
    4. If the BAN is not in a tentative status, the fields are disabled.
    5. Continue with activation and NCC Conversion request.
  13. Memo the account using the CRIQ memo code to show the customer didn't want to run credit and is participating in the Smartphone Equality program.

Only Retail, Virtual Retail, and Activations can convert a T-Mobile Prepaid customer to postpaid on a new BAN. T-Mobile Prepaid Care agents cannot create a postpaid BAN.

  1. If customer is eligible, create BAN with CRP Key for Smartphone Equality (Credit Check/No Credit Check depending on customer). If there is a Tentative BAN, activations should force the ban open so Virtual Retail/ Telesales or Retail can finish the order.
  2. Complete the process in Samson. See Prepaid Rebellion to postpaid conversions.

Issues & common procedures

If you have completed a Ship-To Smartphone Equality order and the order fails for E-Signature or payment issues, and when you go to re-key the order and get the eligibility failed message:

  1. Open the order and locate the account number listed.
  2. Contact Activations, through the RSL IVR, by not entering a phone number and selecting Option 1 for Activations.
  3. Let Activations know you need a Smartphone Equality reset.
  4. Activations will open the Tentative BAN, then you'll continue in DASH with the existing account.

Customers who are eligible for Smartphone Equality and shipped a device or pSIM and want to port their Metro by T-Mobile number to postpaid are assigned a temporary number. If customers come into Neighborhood/COR doors to complete a port-in to replace the temporary number, follow these steps:

  1. Customers download or open the My Metro app on their Metro by T-Mobile device.
  2. Customers log in to app and select Account > Account Options > Number Transfer PIN.
  3. Customers enter their Metro by T-Mobile phone number and account PIN.
  4. Select Login and enter their Metro by T-Mobile phone number.
  5. Select Get a Transfer PIN and provide it to T-Mobile RSR when porting their number in a retail location. This is to obtain the Port Out PIN to give to the T-Mobile Expert to be able to port in the system.
  6. RSR ports in the Metro By T-Mobile number replacing the customer’s temporary number.
    1. See Port-In Request or follow directions below in Tapestry.
    2. Using your REMO, open Tapestry.
    3. Expand general tools menu on the top left.
    4. Select Troubleshoot device.
    5. Select Toolbox.
    6. Under Troubleshooting, select Number Details Tool.
    7. Enter the phone number to port-in.
    8. Review Carrier Line Type:
      • If wireless, process the port request using Tapestry.
      • If wireline/landline:
        • Experience stores can use Samson to process the port request.
        • All other stores contact NTC.
    9. When performing a BYOD port-in on top of a temporary number, provide the system with the new SIM card number and ensure the phone is unlocked.
    10. For troubleshooting with BYOD and unlock status see Mobile Device Unlock Request.

  • Customers can call 611 from their active Metro by T-Mobile device to acquire the port-out PIN if they know their security PIN to their Metro by T-Mobile account.
  • Customers must obtain their Metro by T-Mobile account number by logging into the MyMetro app or at www.metrobyt-mobile.com.

  • Phone number does not generate account results in Tapestry. This is the customer’s phone number that is verbally provided to you.
  • RSRs may get the following message below in Tapestry when looking up an account based on the phone number provided by the customer.
  • Important: Do not send the customer to a Metro by T-Mobile location. Instead, utilize the lookup options below.

Customers may have provided you with their not-yet-ported Metro by T-Mobile number. Use these alternatives to search for the account.

  • Option 1: Search using the temporary phone number assigned.
    • Customers can get this by entering #686# and pressing Call from their shipped device.
  • Option 2: Search using the device IMEI. Customers can get this by using the short code *#06#.
  • Option 3: Search using the customer’s address.
  • Option 4: Search using the customer’s pSIM card.
  • Option 5: Search using the customer's Metro by T-Mobile number under Contact Number.

If none of the above pull up the correct account, have customers check their email from their active Metro by T-Mobile device and provide the order number that Virtual Retail sent them in the onboarding email.

  • Use Tapestry to look up the order number/account.
  • Tapestry > DASH Postpaid > Search (on left hand side under the cart icon) > enter order number > verify customer > open account details.

  • If the search for the account populates as Tentative or Canceled for the postpaid account, call RSL and ask them to help finish activating the account.
  • RSL (Activations) will use the Samson tool to resume account and complete activation.
  • RSL (Activations) should be able to resume canceled accounts (if eligible per policy) if the customer has not already submitted to port-out from T-Mobile.

If the system is down or the customer can’t be fully assisted, set expectations:

  1. Verify there are no Smartphone Equality known issues. 
    • Print the Customer Onboarding Checklist.
    • Set expectations customer will follow the steps to get the port-out PIN and account number before calling the T-Mobile Porting Department.
    • Locate these instructions on this HUB article.
  2. Provide customer the T-Mobile Porting Department number: 1-877-789-3106.

For first-month billing escalations, use the following steps:

  1. Empathize with the customer and let the customer know that you are sorry to hear that they had a not-so-great experience and that you would like to research the account to resolve the issue.
  2. Review the account memos.
  3. Review current rate plan and included benefits. 
  4. Review the Promo dashboard to check for both active and expired promotions.
  5. Review AutoPay status to ensure customer is enrolled and receiving the AutoPay discount.
  6. Provide a path to resolution or escalate to your leadership if issue cannot be resolved.