IMEI SWAP

We will follow this process when the caller(dealer or customer) is trying to change the IMEI linked to the account, this could be for the following reasons:
1. IMEI(device) is not working 
2. Device is Sim Locked to carrier
3. Dealer or Street Agent placed the incorrect IMEI upon activation
4. Phone damaged/lost/stole

Need to know:
1. Make sure the new IMEI is compatible with the account network https://genmobile-website.telgoo5.com/BYOD.php
2. Make sure the new IMEI is Unlocked(the caller can confirm it)

1. 1. Check the current Device ID assigned to the account (IMEI you need to remove during the swap process.)

2. Verify the current IMEI on the account in a different Tab using inventory search Check the Master and Distributor Tab assigned for that device. You will return the IMEI to the distributor displayed in the inventory search as follows:

3. Click on the edit pencil in Line Information

4. In Change Device ID select the following:

-New Device ID: Enter the new IMEI Number (make sure the IMEI is in the inventory.) 

-Who got it back: Fill out Master & Distributor 

1) Master should be always “Emerios”

2) Distributor should be the one you checked in the Inventory search. 

*** Remember there are several Distributors who return the IMEI, return the IMEI to the one displayed in the inventory search.***

3) Reason for Change Device: Free
-CLICK SUBMIT

**DO NOT CLICK ON REMOVE DEVICE

5. Check the Old IMEI

a.Status should be Free
b.Master and Distributor should match with step 2