Account Authentication Process

Callers requesting account information or changes are required to authenticate first (exceptions will apply). After an account has been authenticated, the level of actions allowed will depend on who's calling.

Account holder or authorized users: Once authenticated, they are able to make major and minor changes in the account and can receive all the information from it, including Personal Identifiable Information (PII).

Third party: Once authenticated, they are able to make only minor changes and receive non-sensitive account information such as plan information, balances, renewal date, carrier, OCS live status, and billing info. If PII were disclosed or changed, it would lead to an auto-fail. They can still go through the regular authentication process, but the PIN cannot be changed. For further details on third-party information, visit: Gen Mobile | Third-Party Information Policy

Street agents: If the street agent who created the account is contacting within 48 hours of the account creation, they can authenticate with their name/user and make major changes and receive sensitive information, but do not provide/share/update the PIN with them, or it will lead to an auto-fail (you can request to speak with the account holder so they can receive it). After the 48 hours of the account creation, they will be treated as a third party.

IMPORTANT NOTES:

• If an account was activated during your call, there is no need to verify the PIN for changes, but always offer the customer to change the PIN to a personalized number.
• Always that an account is authenticated with an alternative method, such as SMS, callback, email, or PIN via mail. Have the account holder update the PIN (this is not a suggestion or a question), unless they want to keep the same one.
  
• The only information we can provide to a customer who is unable to verify their account is whether the account is active or inactive. 
• If the account is active, we can make changes; if the account is inactive, do not make changes.
  
• If the account was authenticated with an authentication method that was not the PIN, then the PIN has to be updated if the account holder is contacting us.
• PII information includes the following: name, PIN, service & mailing address, DOB, SSN, account number, SIM, alt. phone number, call record detail, IMEI, make/model of the device on file, and email address. (Exception MDN).
• Added 10/26/2023: Port in/out status (For Port In: The Caller would need to verify PIN and Account # or last 6 of SIM CARD # in Port Request)

Major changes include, but are not limited to:

• ​Name.
• PIN.
• Service & mailing address.
• DOB & SSN.
• Alternative phone number.
• SIM/IMEI.
• MDN.
• Port-in.
• Account cancelation.
• Convert LL to PP.

Minor changes include, but are not limited to: 

• ​Plan change/renewal.
• Features.
• Autopay setup/cancelation.
• Account reactivation.

• Prepaid accounts:
• Share the name of the current and previous plan.
• Renewal date.
• Plan change/renewal.
• Apply a refill PIN.
• Top-up purchase.
• Apply a Shopify order.
• Troubleshooting (authentication required for ticket creation).
• Account reactivation.​
• Add SMS balance so the PIN can be received via this way and complete the authentication process.
  
  
• Lifeline accounts:
• Upgrade renewal on expiry, but to change the plan immediately, verification would be needed.
• Top-up purchase.
• Account reactivation.
• Add SMS balance so the PIN can be received via this way and complete the authentication process.
  
  

Authentication Methods

PREPAID ACCOUNT

1. Ask the customer for their 4-digit PIN/password: The PIN can be found in the SMS welcome message once the line is activated, or some street agents would write the PIN on the device's box. If they do not know the PIN, you can follow the next alternative methods.

2. Send SMS with PIN/password: Telgoo5 will send a temporary PIN via text message; we should wait a minimum of 1 minute and a maximum of 2 minutes for the SMS to reach the phone before taking the next step. Take into consideration that if the account is deactivated or it has no SMS balance, they cannot receive SMS.

To send the SMS:

• Click on the phone icon next to the password.
• Have customer read out the temporary password.
• Have the account holder update the PIN (this shouldn't be a question or suggestion). Unless they want to maintain the current PIN. A notification for this change will be sent.

To resend the SMS in Telgoo5:
- Go to the left menu under Customer Service > Resend Notification > Notification type: SMS >  Look for "password CSR Notifications" > Resend Notification

• On customer information, you're going to see if the email address on file is verified, and if it is, then click on the email icon next to the email address. Do not change an email address that is verified. 
• Once the PIN is received, have the account holder update the PIN (this shouldn't be a question or suggestion). Unless they want to maintain the current PIN. A notification for this change will be sent.
  

4. Send PIN via MAIL: The last authentication method is to send the PIN via regular MAIL. This must be sent to the shipping address on file only, and the caller is the one that needs to provide it. The letter will take between 7-10 business days to be delivered. 

To send the letter:

• You have to create a ticket following the ticket template UNABLE TO VERIFY THE ACCOUNT "PIN VIA MAIL" available on the KB article "Gen Mobile | Ticket Templates." 
• Once the PIN is received, have the account holder update the PIN (this shouldn't be a question or suggestion). Unless they want to maintain the current PIN. A notification for this change will be sent.

LL ACCOUNT

• Click on the phone icon next to the password.
• Have customer read out the temporary password.

• Once the PIN is received, have the account holder update the PIN (this shouldn't be a question or suggestion). Unless they want to maintain the current PIN. A notification for this change will be sent.

• Once the callback is answered, have the account holder update the PIN (this shouldn't be a question or suggestion). Unless they want to maintain the current PIN. A notification for this change will be sent.
  
  

• On customer information, you're going to see if the email address on file is verified, and if it is, then click on the email icon next to the email address. Do not change an email address that is verified. 
• Once the PIN is received, have the account holder update the PIN (this shouldn't be a question or suggestion). Unless they want to maintain the current PIN. A notification for this change will be sent.
  

• You have to create a ticket following the ticket template UNABLE TO VERIFY THE ACCOUNT "PIN VIA MAIL" available on the KB article "Gen Mobile | Ticket Templates." 

• Once the PIN is received, have the account holder update the PIN (this shouldn't be a question or suggestion). Unless they want to maintain the current PIN. A notification for this change will be sent.

Customer calling for Port in Status

Cancellation Queue Representative

1. Cancellation Representative will authenticate an LL | LL  customer with:

A. 4-digit PIN/Password(if the customer does not remember, proceed to step.

B. Send SMS with the PIN (if unable to receive SMS, proceed to Step C)

2. After the account is verified, the caller needs to provide:

a. Confirm full name.

b. Confirm date of birth.

c. Confirm MDN.

d. Confirm the number of the last call or text sent or received.

• 12/10/2025 MAO Add the EMAIL PIN Password

• 12/10/2025 MAO deleted: 3. Verify Account Information. You will ask the customer to provide you with information on their latest activity with the device. You will need to use this verbiage exactly: "What is the date, time, and phone number that you last called or texted?” If customers do not have usage or can’t provide call details, we can call them on their Gen Mobile phone number. When we initiate the call to their Gen Mobile phone number, no authentication is necessary.

• 12/10/2025 MAO Add authentication street agents and the account holder verification
• 12/16/2025 MAO update the UNABLE TO VERIFY THE ACCOUNT and add this "PIN vial mail" and removed the "other" of the ticket type and add the "PIN Email"
• 01/21/2026 MAO update that we are authorized to shared the name of the plan.
• 4/3/2026. Updated by Gustavo Hernandez. Added that the PIN cannot be given to street agents. 
• 4/17/2026. Updated by Gustavo Hernandez. Updated PIN by Email process.
• 5/27/2026. Updated by Gustavo Hernandez. Added level of actions by caller, added PII explanation, added type of changes, added authentication exceptions, and restructured the article.
• 6/24/2026. Updated by Gustavo Hernandez. Added that authentication with an alternative method requires the agent to have the account holder update the PIN, unless they want to keep the current one. and it should not be a suggestion or a question.