Authentication when calling Retail Support Line (RSL)

Retail employees use these steps when it's necessary to call RSL. Only call the RSL IVR if you are unable
to complete a transaction in store due to system limitations, system issues, or if specifically directed by
policy. For information on how to get help and what should be handled in store, see Issue resolution: In-
Store.

On this page:

Use the RSL IVR

One-Time Pin (OTP) when calling RSL for Activations

RSL routing options

Use the RSL IVR

Before calling RSL, make sure that it is required for your issue. See Issue resolution: In-Store.

Verify the customer's account.

Call the 1-888-310-8369 and enter customer's T-Mobile MSISDN when prompted. If it's a new customer
without a T-Mobile phone number, press 0.

Enter your dealer code, token code, and passcode when prompted. For more info, see Authentication
when calling Retail Support Line (RSL).

Select the department option needed - see the RSL routing options section below. (Note: If you don't
make a selection, your call will automatically disconnect after several moments.)

Tell the Care representative of the customer's issue(s) and what steps were taken in-store to assist.
One-Time Pin (OTP) when calling RSL for Activations

When calling in to Activations to complete an add-a-line, the customer in the store must be
authenticated with a one-time PIN (OTP) in order to proceed.

The customer in the store must be the account holder or authorized user and verified with Photo ID.

Customer gets an SMS with the OTP for the Mobile Expert to verify the customer with the Activations
agent.

If the customer does not have their handset with them, set up an appointment to follow up with the
customer when they are able to access their handset.

Note: If there is a known system issue posted in C2 that prevents you from adding a line and the
customer doesn’t have their handset with them, Activations can work with their coach or senior to
bypass the OTP. This exception only applies if there is a system issue posted.

RSL routing options

Existing customer (MSISDN entered)

Consumer Accounts - Option 0

Verbal command: "Customer Care"

Responsibilities (including, but not limited to):

BAN to BAN Moves / COR / Deceased COR

Ship-to order replacement

No install & Buyer’s remorse cancellation

Grandfathered plans & feature corrections

Action on account with future dated changes / future dated plan error

Advanced DRP support

Update password
Activations/AAL - Option 1

Verbal command: "Activation" "Activations"

Responsibilities:

Running credit

New activations

COR

Add-on activations

Account conversions to postpaid

Initiating a port request

NTC/Porting - Option 2

Verbal command: “WLNP” "Port Number" "Move Number"

Responsibilities:

Submit new consumer or business port request

WLNP MSISDN change

Check port status

Modify/cancel port-In requests

Resolve accidental ports

Manual activation to complete port-in request

Manually activating/deactivate prepaid port-in

MSISDN changes once port-in request is complete

Business Accounts - Option 3

Verbal command: "Business Care"

Responsibilities:

Support for all Business account types account changes and transactions that cannot be handled in-store

Account migrations from I/R to I/S (Sole Proprietor)

Sole Proprietor - Option 4

Verbal command: "Sole PropActivation" “Sole Proprietor Activation”

Responsibilities:

New Account set up for I/S account type

Add-a-line activation support for existing I/S accounts

Prepaid - Option 5

Verbal command: "Prepaid"

Responsibilities:

All prepaid activations

Conversions from postpaid to prepaid

Billing, refill, coverage, feature, device, or rate plan questions and troubleshooting

Tech Support - Option 6

Verbal command: "Tech Care" "Tier Two"

Responsibilities: Advanced technical support for customers if basic troubleshooting does not resolve the
issue. Complete basic troubleshooting prior to calling RSL IVR.

Consumer Credit - Option 7

Verbal command: "Consumer Credit"

Responsibilities:

Manual reviews

Customer validation

Updating name or SSN

No SSN applications

Business Credit - Option 8

Verbal command: "Business Credit"

Responsibilities:

Business Sales/Business new activations

Business AAL

Business credit review for add-on lines

Business WLNP requests

Personal Guarantor applications

Fraud - Option 9

Verbal command: "Fraud"

Responsibilities: Fraud-related support, including:

Faxed documentation to reconnect a cancelled account following a fraud investigation.

Faxed documentation to approve prior fraud victims for new service.

New customer (no T-Mobile MSISDN)

Activations/AAL - Option 1

Verbal command: "Activation" "Activations"

Responsibilities:

Running credit

New activations

COR

Add-on activations

Account conversions to postpaid

Initiating a port request

NTC/Porting - Option 2

Verbal command: “WLNP” "Port Number" "Move Number"

Responsibilities:

Submit new consumer or business port request

WLNP MSISDN change

Check port status

Modify/cancel port-In requests

Resolve accidental ports

Manual activation to complete port-in request

Manually activating/deactivate prepaid port-in

MSISDN changes once port-in request is complete

Business Verification - Option 3

Verbal command: "Business Verification" "Business Verify" "Verify Business

Responsibilities:

Small Business Activations

New business applications submitted by Retail, Branded, and Business Direct including business
validation, credit check, and initial line limit approval

Sole Proprietor - Option 4

Verbal command: "Sole PropActivation" “Sole Proprietor Activation”

Responsibilities:

New Account set up for I/S account type

Add-a-line activation support for existing I/S accounts

Prepaid - Option 5

Verbal command: "Prepaid"

Responsibilities:

All prepaid activations

Conversions from postpaid to prepaid

Billing, refill, coverage, feature, device, or rate plan questions and troubleshooting

Spanish Activations/AAL - Option 6

Verbal command: "Spanish"

Responsibilities:

Running credit
New activations

COR

Add-on activations

Account conversions to postpaid

Initiating a port request

Consumer Credit - Option 7

Verbal command: "Consumer Credit"

Responsibilities:

Manual reviews

Customer validation

Updating name or SSN

No SSN applications

Business Credit - Option 8

Verbal command: "Business Credit"

Responsibilities:

Business Sales/Business new activations

Business AAL

Business credit review for add-on lines

Business WLNP requests

Personal Guarantor applications

Fraud - Option 9

Verbal command: "Fraud"

Responsibilities: Fraud-related support, including:

Faxed documentation to reconnect a cancelled account following a fraud investigation.

Faxed documentation to approve prior fraud victims for new service.