Professional Documents
Culture Documents
Account
Guidelines
TruConnect
November 2023
• TruConnect recently launched a
new app and website for
customers that allows them to
view their account information and
make changes to their account on
their own.
• This new app/website is called
Mytruconnect and shows the
Background customer the following
information:
• Account Number
• Voice, text, and data balance
• Current email on file
• Plan type
• Billing cycle date (prepaid only)
• Customers can also purchase top
ups and change their plan type
(prepaid only).
• Due to recent Lifeline program
changes, TruConnect now requires
that all TCD/Street agents help new
Lifeline customers register for their
MyTruConnect account.
MyTruConnect
Phone
Verification
Code
• A phone call will be made to the customer’s
telephone number by TruConnect. Answer the
call to receive the 6-digit verification code.
• Write the code down or enter the code
immediately once you receive the call. If you did
not immediately receive a call, make sure to
wait a few minutes before you request another
call.
MyTruConnect
Phone
Verification
Code
• If you make more than 5 attempts to request a
code, then you will receive the message below,
saying you have reached your maximum
number of verification code attempts.
• If you have not received a text after several
minutes, we suggest receiving the code by
phone call.
• Always wait a few minutes between attempts!!
MyTruConnect
Phone
Verification
Code
MyTruConnect – My Plan Page
• If the customer selects Redeem Top-Up Card, they will be brought to the screen
below where they can enter the Top Up code found on their Top-Up Card (also
known as a PIN card). This card can typically be bought in stores or online and
have a predetermined amount of money loaded onto the card. Once the code is
entered, the customer can click Redeem to purchase their Top Up.
MyTruConnect – Pay in Cash Locations