Benefit Status Checker Errors

Whenever a customer calls to get information about an enrollment status you must use the tool at this link: https://acp.genmobile.com/en/#!/login

The only things you will need to find the information of the customer are either

Enrollment number and DOB. 

You can also use the DOB, last 4 of the SSN and Zip Code of the customer.

In case it gives you one of the following errors you can ask for assistance at the support channel. *Please make sure to always provide the last 4 SSN, DOB, First and Last Name and Zip Code. *

When you look at https://acp.genmobile.com/en/#!/login and search for an enrollment there’s different status it can show you:

Qualified: This status means the customer already completed all the processes needed and the only thing pending is the “service activation”.
You could try to advance search an account in Vcare by DOB, Zip Code, First and Last Name
If there an account, you could search the notes for a tracking number(if enrollment was done online)

When Qualified:

The Street agent just needs to assign an IMEI and SIM for the customer account for it to be fully enrolled.

*If the agent states already did, please ask for the SIM and IMEI to see if there’s already an account*

*If the agent is having issues with their system at the moment of activation, please transfer to agent support for better support*

If the enrollment was done online: Advise the customer about the timeframe of 7-10 business days for the device to be delivered, customer should be expecting a tracking number on the email they provided.

Pending: This means the customer is missing to provide certain information or complete a process in order for to change to Qualified. The reasons why it can be “Pending”

Possible reason to be Pending:

Pending paper application: This means the customer is missing to print the form on the website and send it to our address at P.O Box 1187 Gardena, CA 90249.

For this please provide the enrollment number in case the customer doesn’t have it and refer them to our website to print the form and send it to us.

*If the customer states they already sent the application please ask the customer for a tracking number to prove it was already sent and received by us, once tracking number is provided it submit the enrollment and tracking number to the support channel to escalate it. *

Pending National Verifier process: This means the customer is pending to go to the website ACPBenefit.org to complete the application process on the national verifier end. For this please refer the customer to the enrollment on our website since it will have a link for the process. 

If at any chance you see one status pending which just says “Pending” please submit it to support to double check which is specifically pending.

Unqualified: This means customer enrollment wasn’t qualified due to customer documentation not being provided on time.
The main reasons why this can happen are:

• The ACPBenefit.org process wasn’t done
•  The paper application was never provided
• service activation was never completed
• photo ID or supplemental proof wasn’t provided.

Rejected: This may happen whenever there was a request to cancel the enrollment process.

Customer request: This is common whenever the customer calls to cancel the enrollment process due to a piece of information placed incorrectly or when the customer wants to follow the process in a different way.

Agent request: This may happen commonly when the agent placed incorrect information off the customer and needs to start the process again or when the customer request to the agent to stop the process.

Cancelled: This means the customer has an account which was already cancelled.

Please look for the customer information on VCare and verify the account before disclosing the reason why it was cancelled. 

Enrolled: This means the customer qualified and got enrolled successfully which means the customer might already have an account.

Please look for the customer information on VCare and verify the account before providing any information about the account.