Restore suspended subscribers: Samson

1. Access the Agreement tab.
2. Click Page Options on the upper toolbar.
3. Select Restore Suspended Subscriber, and enter the following details:
   • Enter the date to restore suspension.
   • Select a Samson reason code.
4. Enter memos and click OK.
5. Click OK on the pop-up box.
   • Regular SOCs may be present on the account. Many times an error will occur due to the presence of these SOCs.
   • If you encounter an error, perform these additional steps:
     1. Delete the error-causing SOC.
     2. Attempt to restore the account.
     3. If the account does not restore, escalate to your Coach to have a Service Desk ticket filed.
6. Refresh the account to verify that the account has been restored. If not restored, escalate to your Coach to have a Service Desk ticket filed.

Business Accounts: Select the Restore suspended sub icon on the Activities toolbar to open the Restore Suspended Subscriber widget.

1. Select Actions on the upper toolbar.
2. Click Multi-Subscriber Activities.
3. Choose Restore Multi-Suspended Subscriber.
4. Select the subscribers you want to restore, and then click OK. To select more than one subscriber, hold down the SHIFT key and click each subscriber.
5. Enter a date to end the suspension.
6. Select a Samson reason code.
   • If 100 or more subscribers are being restored, the request will be moved to the Samson FT Worklist.
   • Schedule a Samson Follow-Up in an hour to ensure the subscribers were restored.
7. Enter Memos and click OK.
8. Refresh the account to verify that the account has been restored. If not restored, escalate to your Coach to have a Service Desk ticket filed.

1. Click Actions on the upper toolbar.
2. Select BAN Activities > Restore Suspended BAN.
3. Select a reason code.
4. For customers suspended for non-pay, select the appropriate reason code that generates restore fees related to the reason code:
   • FPQ
   • IFQ
   • LDXM
   • NSQ
5. Click OK.
6. Review the AutoPay option with the customer, if they do not want to be enrolled in AutoPay continue to the next step.
7. Select the option for AutoPay that the customer chooses.
8. In the pop-up, review the Payment Summary section, and provide the details to customers.
9. Choose Pay Now.
10. Select the radio button for the amount to be paid.
11. Enter payment information. (ERT, Senior Reps and Coaches have the ability to select Pay the minimum and push taxes and fees to the bill.)
12. If customer would like to set up AutoPay, click the check box.
13. An email is automatically sent to the Primary Account Holder. Enter an additional email address and choose the language, only if customers would like a receipt email to them.
14. Review the AutoPay option with the customer, if they do not want to be enrolled in AutoPay continue to the next step.
15. If AutoPay was chosen, review the Payment Agreement and click the check box.
16. Click Submit.
    • Only available if all information is entered correctly.
    • If information is entered incorrectly, an error will appear, and the option to push the charges to the bill will be available.
    • While the payment is processing, do not close the screen, as this will delete the payment.
17. When the confirmation screen appears, only give customers the payment hashtag number.
18. Click OK.
    • The BAN will automatically refresh.
    • The account will be restored.
19. Refresh the account to verify that the account has been restored. If not restored, escalate to your Coach to have a Service Desk ticket filed.

• Don't use the Restore Without Payment option to waive fees for customers, unless their scenario can be found on Ladex/suspend/cancel for non-payment.
• If using Restore Without Payment, you must use the Customer Request – CR restore reason code.
• If you do not use this code, customers will be charged restore fees on their next bill.
• If using this option, customers must still resolve their past due balance. If no payment is collected due to a dispute, use a collection hold with the appropriate reason code.