Device protection enrollment inspection: In-Store

Mobile Experts complete these steps when adding a device protection feature for devices that require an enrollment inspection to meet the eligibility check requirements.

Apple devices

To add device protection for Apple devices after the first day of a qualifying event, the device must be inspected by a Mobile Expert at a T-Mobile retail location. Add-on must occur 30 days of a qualifying event, depending on the device protection feature.

Day 1Day 2 - 30
Add-on SOC, no additional steps needed.

Requires enrollment inspection by a Mobile Expert at a T-Mobile retail location:

  • Confirm the qualifying event has occurred within the past 30 days for Protection 360™.
  • Check that the IMEI/Make/Model/Mobile number is eligible for AppleCare services.

Enrollment inspection

  1. Check for the following during the enrollment inspection. If any of the following issues are found, device protection and AppleCare Services cannot be added to the mobile number.
    • Swollen battery: Determine if the display and assembly have been separated or detached in any way.
    • Display: Turn on Device and validate that display works without issue.
    • Liquid damage: 
      • Use the REMO tablet or Otoscope at your store to inspect the LDI. (If missing an Otoscope, your Manager can order one.)
      • For device models that do not have a viewable LDI: 
        • iPhone 14: These are eSIM-only devices. They do not have a SIM card slot nor a viewable LDI. 
        • Check for clear external signs of liquid damage, such as liquid behind the display glass or corrosion on the lightning connector.
        • If you see any clear signs of liquid damage, it is not eligible.
    • Debris or corrosion: Inspect the headset jack, lightning connector, speaker grille, and receiver/microphone mesh for any debris or corrosion.
    • Enclosure wear: Determine if there are any chips, pitting, scratches, cracks, or gouges to the display or the assembly.
    • External inspection: Check to see if any of the following external components are missing or damaged.
      • Display
      • iSight Camera
      • FaceTime Camera
      • Receiver
      • Headset Jack
      • Home Button / Touch ID sensor
      • Stripped Security Screws (near the lightning connector)
  2. If the device passes the enrollment inspection, add the feature to the Mobile number. 
    • Document in the account memos that the enrollment inspection was completed, and that the device passed all condition checks.

Other devices (includes BYOD)

Device protection can be added within 30 days of the device activation. An enrollment inspection by a Mobile Expert at a T-Mobile retail location is required before adding device protection features for:

  • T-Mobile devices that did not add device protection on the the day of activation
  • All BYOD devices

Follow these steps to complete the visual inspection:

  1. Check for the following during the enrollment inspection. If any of the following is found, device protection cannot be added to the mobile number.
    • LCD / screen damage
      • Broken or lifted screens (including damage from swollen batteries)
      • Cracked or crushed screens
      • Melted screens
      • Chew marks from animals on screens
      • Pressure or bleeding screens
    • Liquid damage
      • LDIs are red or pink.
      • LDIs are removed or scratched off.
      • LDIs are white, but customers state their devices were exposed to liquid.
      • Common LDI locations:
        • Charging port
        • Headphone jack
        • SIM card tray
        • Battery/behind cover, after battery removal
    • Physical damage
      • Broken or cracked plastic parts
      • Bent phone casing
      • Keys are broken or missing
      • Missing/damaged charging port
      • Camera lens cracked or damage
      • Lifted screens
      • SIM cards, memory cards, or trays inserted incorrectly and stuck
  2. If the device passes the enrollment inspection, add the feature to the Mobile number. 
    • Document in the account memos that the enrollment inspection was completed, and that the device passed all condition checks.
    • For branded T-Mobile devices (including ones purchased from the Internet, for example), select the appropriate P360 SOC (not BYOD).

Follow these steps to add P360 to previously purchased T-Mobile devices in TMAG Activation flow:

  1. Complete the Device protection enrollment inspection before offering device protection.
  2. Activate MSISDN(s) through TMAG activation flow.
  3. Select the BYOD – Device Present activation flow.
  4. Enter:
    • Device IMEI
    • New SIM for activation
    • SIM SKU
  5. Select appropriate features including Protection 360™.

If you get an error message that the device was previously financed and is not eligible for protection, select the SIM Only activation flow to activate without protection, and call RSL for support adding the correct Protection 360 SOC. See Support through the Retail Support Line IVR (RSL IVR).

Follow these steps to add P360 to BYOD devices from another carrier or manufacturer:

  1. Complete the Device protection enrollment inspection before offering device protection.
  2. Activate MSISDN(s) through TMAG activation flow.
  3. Select the SIM Only activation flow.
  4. Enter:
    • SIM serial number
    • SIM SKU
  5. Select appropriate features including the Protection 360™ BYOD SOC.

Exception: TMAG will show the standard Protection 360™ SOC for some iPhones, instead of the expected Protection 360™ BYOD SOC. Activate the customer on the standard tiered Protection 360™ SOC for these customers with iPhones from other carriers. No further action is necessary to adjust their tier.

Follow these steps for devices that are not present in the store:

  1. Activate MSISDN(s) through TMAG activation flow.
  2. Select the SIM Only activation flow.
  3. Enter:
    • SIM serial number
    • SIM SKU
  4. Select appropriate features.
  5. Offer to set up an appointment with the customer for the Device protection enrollment inspection when they can bring the device to the store. (Protection must be added within 30 days of the BYOD device first use on the account.)
  6. Complete the Device protection enrollment inspection for previously used devices before offering device protection.
  7. After the inspection, add the appropriate Protection 360™  or Protection 360™ BYOD SOC in QuikView.

Verifying the enrollment inspection was completed

Check the account memos for when the feature was added to the mobile number. The memos include that the Mobile Expert completed the enrollment inspection before adding the feature.