Gen Mobile Wallet Auto Pay

Wallet Auto Pay Intro

Gen Mobile ACP Sales Agents will be offering a Wallet credit option to allow customers to upgrade their monthly plan to include 3GBs of additional data for $1 per month.

This will allow customers to make a one-time $10 payment to the agent, and the customer will receive additional 3GBs of data per month for $1 up to 10 months.

Process

• The customer consents to the option to add 3GBs of data per month for $1 via the Quest app.
• ACP Sales Agent collects $10 and the credit is added to the customer’s Wallet in their Telgoo account.
• The customer can get an additional 3GBs for $1 each month or they can use the Wallet balance to purchase any other Gen Mobile service(e.g. International Top Up).
• Gen Mobile Customer Care agents can also deposit in $12 increments and add it to the customer’s Wallet. The funds in the Wallet will be used for monthly Auto Pay of $1 for 3GBs unless the customer cancels autopay.
• The $1 changes the customer’s plan to a plan with an additional 3GBs. For example, a customer with the standard 7GB plan will change to a plan with 10GBs. Any data that was not used does not roll over. 

Wallet Auto Pay Terms and Conditions

The Wallet Auto Pay terms and conditions can be found at https://www.genmobile.com/pages/terms in the Charges and Payments section.  

If you add money into your Gen Mobile account Wallet (“Wallet”), you agree that Gen Mobile may apply payments or prepayments (e.g., Auto Pay) in any order to any amount you owe on your account(s) or pursuant to your consent. You will receive a notice prior to an Auto Pay from your Wallet (“Wallet Auto Pay”). 

You may cancel any Wallet Auto Pay by calling Customer Care. Gen Mobile will refund final credit balances in your Wallet, less a $5 administrative fee, upon written request or by calling Customer Care, unless otherwise required or prohibited by law.

The administrative fee is for manually processing the refund and issuing you a check for the remaining balance. If you are no longer on an active Gen Mobile plan, Gen Mobile will charge you $5 per month to maintain your Wallet until all funds have been exhausted.   

Wallet Auto Pay FAQs

Who can use the Wallet?

ACP/LL can sign up to use the Wallet when enrolling in ACP/LL via Quest or by calling customer care. Prepaid customers can sign up to use the Wallet by calling customer care.

Can a customer add more or less than $10?

When applying for ACP/LL with an agent, they will only have the option to add $10. Customers can call customer care to add additional top ups, plan upgrades or add to the Wallet.

Can a customer cancel the monthly additional 3GB for $1?

Yes. Customers can downgrade to their previous ACP plan. Customer can then use the remaining Wallet funds to purchase a different top up or plan change. If a customer requests a refund, there is a $5 administrative fee to manually process and issue the refund. The refund will be sent as a check. Create a ticket and assign to HSANCHEZ_genmobile

Does the customer need to pay cash?
No, customers can provide the $10 to the ACP sales agent directly by any payment method the agent accepts. Most agents will be accepting cash only, but some may collect through digital transfers.

Can a customer add data top-up with the Wallet Auto Pay to upgraded monthly plan?

Yes, they can add an additional Auto Pay top-up of 3GBs for $1 per month. As another option, they can also purchase data top ups for 1GB for $5 or 2GBs for $10.

Can a customer who is on a $1 per month upgraded ACP plan (i.e. with 3GB of additional plan data) change their plan to include 16GB or unlimited data plan?

If a customer is already on the $1 upgraded plan with 3GB of more plan data, that plan will be terminated if they subsequently upgrade to the 16GB plan or unlimited plan. If requested, the customer can then add 3GB more of top up data monthly for an additional $1 per month.

Wallet Auto Pay Texts

• GenMobileFreeMsg(1/2): Thank you for adding $10 to your Gen Mobile Wallet and enrolling in a $1/mo Auto Pay plan upgrade with 3GB of additional data.
• GenMobileFreeMsg(2/2): Your first payment was processed. Your next $1 Auto Pay is in 30 days. For Wallet terms and conditions, go to genmobile.com/terms.

Wallet Payment 7 Day Reminder (7 days before monthly payment after the first):

• V1: GenMobileFreeMsg: Your $1 monthly plan upgrade with 3GB of added data will be processed by Auto Pay from your credit card in 7 days. Call 611 for assistance.
• V2: GenMobileFreeMsg: Your $1 monthly plan upgrade with 3GB of added data will be processed by Auto Pay from your Wallet in 7 days.
  Call 611 for assistance.

Wallet Payment Confirmation (after payment):

• V1: GenMobileFreeMsg: Your $1 monthly plan upgrade with 3GB of added data was processed by Auto Pay from your credit card. Call 611 for assistance. 
• V2: GenMobileFreeMsg: Your $1 monthly plan upgrade with 3GB of added data was processed by Auto Pay from your Wallet. Call 611 for assistance.

NEW AUTO PAY CANCEL TEXT

• GenMobileFreeMsg: You successfully cancelled your 3GB of additional data for $1/mo Auto Pay plan. Your plan has changed to %PLAN_NAME%. Call 611 for assistance.

The plan is going to show as the plan below. PS is "Paid Services", which is what we call it internally.  It is for the 10GB plan. It will also show a $1 plan price and 10GBs when the balance renews.

**make sure when they port in on an ACP plan that they select the PS plan if it was on a PS plan.