Gen Mobile | Non-Usage Grace Period, NLAD Grace Period & Direct de-enroll

Non-Usage Grace Period, NLAD Grace Period & Direct de-enroll

This article contains instructions for LL accounts that lost the benefit.

Maria O TM

Last Update 2 zile în urmă

NLAD Grace period:
The NLAD grace period is a 5-day status due to the LL benefit being transferred out from Gen Mobile. The reconnection or winback process is just for accounts under the NLAD grace period (FL Grace period for Florida). The NLAD grace period provides 100MB by default. Do not just send the link and hang up. Guide them through the reconnection form step-by-step and confirm submission, and if they run out of internet during the process, provide them with 500MB. If the 500MB top-up doesn't work, have the customer restart the device, and if they are calling from the same device, they will need to call us back to continue with the reconnection.

Mandatory to ask the following questions to the customer (VERBATIM):

"Did you sign up for Lifeline service with another provider recently?"
"Your Lifeline benefit service was transferred to another provider, do you know what company you transferred to?" Only if they say yes, then ask: "To what company did you transfer your Lifeline benefit?"
"Would you like to transfer your benefit back to Gen Mobile?"

If they wish to transfer the benefit back to us, educate them: "Unfortunately, your benefit was disconnected with us because it appears to have been transferred to another Lifeline company. The good news is that you can easily reconnect your service with us by visiting genmobile.com/reconnect once the page loads, we can start your reconnection process by entering your ZIP code."

If they don't wish to transfer the benefit back to us: Offer them to change to a prepaid service.

Guide the caller through the reconnection process and confirm submission. Being unwilling to stay in the call during the reconnection process will be considered an auto fail for work avoidance.

Once submitted, advise customers that the benefit will be reactivated in 2 hours if they are eligible and the application is approved by the Lifeline administrator. They should check the My Benefit Status page for status updates or any additional steps that need to be completed.

If after 2 hours there's an error/issue, advise customers to allow 24 business hours for the application to be updated. Any issues with the application should be escalated to helpdesk@vcaremail.com and genmobileoperations@dish.com

For the complete winback process, visit: Gen Mobile | Winback Webflow Process / refresher

Winback Promotion Process:
Effective Date: July 1, 2026

Agents are eligible for a $0.50 bonus per completed winback by following the mandatory steps below. Please ensure all steps are completed in full to qualify for the incentive.

Step-by-Step Workflow:

1. Guide the Customer:
● Walk the customer through the complete reconnection process.
2. Document the Winback:
● Internal Note: Add the LL Winback Process note to the customer’s account in the system.

● Form Submission: Fill out the Winback Tracking Form to log the interaction. (Refer to your supervisor to get access to the tracker).

*RECONNECTION PROCESS FOR CALIFORNIA ONLY*

Educate the customer: They will need to fill out a consent to transfer form, which will require them to know the service provider they are transferring from. If they fail to provide the correct carrier when attempting to transfer, a 24-hour freeze will be applied to the account before they can apply with another provider.

If you do not know who your current Lifeline provider is, you may call California Lifeline at 1-877-858-7463. They are available from Mon-Fri from 7am-7pm. You may also go online to the Lifeline customer portal www.californialifeline.com/en/account/register to check your current service provider.

More info: Gen Mobile | CA Lifeline Consent to Transfer

Non-usage grace period:
Due to not using the service within 30 days, the benefit is lost, and the account is changed to a prepaid account under the "Non-usage grace period" for 15 days before the account is deactivated. They can either purchase a prepaid plan or reconnect the LL benefit as an existing Gen Mobile customer.

Direct NLAD de-enroll:

The LL benefit was not transferred out. The account and the benefit were disconnected directly by Lifeline. We don't know the main reason for the disconnection, so the winback process is not available for them.

The consumer has the option to contact Lifeline directly to find out further information about the disconnection, or if they wish to continue with the Lifeline benefit with us, they can reapply as a new customer.

Account types	Action	Links
Non-Usage Grace Plan (ACTIVE)	The LL benefit was not transferred out so the tracker questions are not required for this status. Educate them due to non-usage the benefit was lost but they have 2 options: Purchase a prepaid plan or reconnect LL benefit as an existing Gen Mobile customer on the website.	To reconnect: genmobile.com/reconnect
Non-Usage Grace Plan (INACTIVE)	The LL benefit was not transferred out so the tracker questions are not required for this status. If they want to keep the LL benefit, they will need to apply as a new customer on the website or with street agents. If the account has been inactive -30 days, we could offer a conversion to prepaid by reactivating the same account. If the account has been inactive +30 days, they will need to get new prepaid services by buying a SIM card with a plan on the website, or they can go to a store, and the dealer is going to help with the activation.	To get new Gen Mobile prepaid services: they can visit a store to purchase a new SIM card, or on the web site genmobile.com/products/sim-esim?variant=41865953738800 To apply as a new customer: lifeline.genmobile.com/
NLAD GRACE PERIOD (ACTIVE)	Follow the main process and ask the tracker questions so the customer can reconnect through the link. If they are unwilling to reconnect, we can offer them to change to a prepaid service to keep the same account.	To reconnect: genmobile.com/reconnect
NLAD GRACE PERIOD (INACTIVE)	It's already canceled so they can't reconnect, but you still have to ask the tracker questions. If they want to keep the LL benefit with us and they are willing to transfer the benefit back, then educate them to apply as a new customer on the website or with street agents. If the account has been inactive +30 days, they would need to get new prepaid services. If the account has been inactive -30 days, we could offer a conversion to prepaid by reactivating the same account. If they say they don't want to have services back with us, then there's nothing we can do.	To apply as a new customer: lifeline.genmobile.com/
Direct NLAD de-enroll (INACTIVE)	The LL benefit was not transferred out so the tracker questions are not required for this status. It's already canceled directly by LL so they can't reconnect the benefit. The consumer has the option to contact Lifeline directly to find out further information about the disconnection, or if they wish to continue with the Lifeline benefit with us, they can reapply as a new customer on the website or with street agents.	To apply as a new customer: lifeline.genmobile.com/

12/16/2025 MAO Add the link of the tracker
4/7/2026. Updated by Gustavo Hernandez. Updated and enhanced the whole process.
5/15/2026. Updated by Gustavo Hernandez. Added link to KB article CA Consent Form.
6/23/2026. Updated by Gustavo Hernandez. Added new probing questions for winback process. Added definition and steps for Non-usage grace period & Direct NLAD de-enroll.
6/24/2026. Updated by Gustavo Hernandez. Updated link for winback, and added the approved script by Hugo Sanchez for winback.
6/30/2026. Updated by Gustavo Hernandez questions to match the winback tracker. Added winback promotion process.
7/8/2026. Updated by Gustavo Hernandez. Added that the NLAD grace period lasts 5 days. Updated table for better clarification that NLAD tracker questions are only for the NLAD status, and updated links. Added Direct NLAD de-enroll status to the table.

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