ACP Reservation

Starting February 15th, 2024 applicants in Gen Mobile Lifeline states will be able to apply for ACP during the enrollment freeze and create a Lifeline account. Gen Mobile currently does not allow Lifeline only applications and this will allow applicants the opportunity to apply and receive a Lifeline account by “reserving” an ACP account.

The ACP application will be reserved in case the applicant gets approved for enrollment as a transfer later or the ACP is funded.

The ACP application is required to create the Lifeline account. It will be reserved and then swapped to a Lifeline-only 4.5GB plan if the ACP application is not approved.

The Quest app will include a new disclaimer and applicants must agree/accept the disclaimer. It will advise that they will be signed up for ACP if eligible or they will receive the 4.5 GB plan only if ACP is not approved.

The web flow will not change.  

The application will first check for an ACP NLAD transfer. Currently due to the freeze with new enrollments, only transfers are accepted.

⦁ If the check for a transfer fails, the reservation will skip the ACP NLAD transfer requirement. Meaning the application for ACP + LL will continue, even though ACP was not enrolled.

⦁ A new requirement will be created “ACP Reservation” in “Required” status. This requirement will mark the application to confirm that an ACP approval was not received by NLAD and that additional actions must be taken after confirmation of ACP refunding.

⦁ The application will also be marked in Vault as ACP Reservation and show as Required.

This part will reserve the ACP account and allow the Lifeline account to be created

The Lifeline NLAD enrollment determines if the ACP application will be kept active.

⦁ If the Lifeline NLAD enrollment is successful it will follow the current flow.

⦁ If the Lifeline NLAD enrollment fails, the ACP and Lifeline applications will both be canceled. The cancelation will also be sent to Telgoo5.

The reserved ACP account will have the reject reason - ACP Rejection Reason: LL not Approved.

⦁ If the Lifeline account is canceled or de-enrolled from the Lifeline program, both applications will be canceled and the account cancellation will be sent to Telgoo5.

The account with the ACP reservation will be valid for 60 days. The system will cancel any ACP enrollments in Required status after 60 days. This will change the account to a Lifeline-only account and update the plan to a 4.5GB LL plan.

For now, Lifeline accounts with an ACP reservation will have the 16GB ACP+LL plan. 

I hereby authorize Gen Mobile to submit my ACP application and apply the ACP discount to my Gen Mobile account. If I do not qualify for ACP at this time because I am a new enrollee, I authorize Gen Mobile to hold my ACP application. I further authorize Gen Mobile to submit my ACP application if new enrollees are later permitted by the FCC and to apply my ACP discount to my Gen Mobile account at that time. I understand that I may revoke my authority at any time by calling Customer Care.

I understand that at this time if I only qualify for Lifeline, my monthly service plan will include 1,000 minutes, 1,000 texts, and 4.5GB of data for no added charge. If my ACP discount is later applied to my account, I understand that my monthly service plan will be upgraded to unlimited talk, unlimited text, and 16GB of data for no added charge. Qualified residents in some states may receive more data based on additional state funding.

ACP+LL applicants will be able to select a tablet plan. During the enrollment process, a check will be done to verify if the customer has not already received a tablet through the ACP. If the applicant has already claimed a tablet through ACP or is not eligible to enroll as an ACP transfer, the plan will be downgraded to a phone-only plan. 

Tablet Plan Disclaimer:

To receive a tablet at the above-listed price, you must have not already received the ACP one-time connected device discount. If you have already used or do not qualify for this discount, your plan will be automatically adjusted to the ACP Phone Plan, and you will not receive a discounted tablet 

The application summary will show a note if the applicant is not eligible for a tablet. 

Tablet Not Eligible Application Disclaimer:

The Applicant is not eligible for a discounted tablet. Please advise the Applicant that they will not receive a discounted tablet and that their plan has been automatically adjusted to the ACP Phone Plan.

The My Benefit Status page will show a note if the applicant is not eligible for a tablet. 

Tablet Not Eligible My Benefit Status Disclaimer:

You have already used or do not qualify to receive the ACP one-time connected device discount; your plan was automatically adjusted to the ACP Phone Plan. 

The application summary will have the disclaimer below warning the customer could be downgraded in the future. 

ACP Notice

Only existing ACP consumers can transfer their benefits to Gen Mobile. If you are an existing ACP consumer, we will proceed to transfer your benefit from your current service provider to Gen Mobile.

If we are not able to transfer your ACP benefit, but you are approved for LifeLine benefit we will apply a special offer to your account and keep a reservation for when you become approved for ACP.