Prepaid to ACP Conversion

This flow will allow Prepaid Customers to receive free Gen Mobile ACP or ACP + Lifeline service. They also have the option to receive a discount on service based on the plan they select. 

Important things to know

• It will be available to active Gen Mobile prepaid customers.
• Customers will need to be eligible for an ACP or ACP + Lifeline benefit. (based on program eligibility)
• Prepaid customers will lose any future months of service they have paid if they switch to an ACP or ACP + Lifeline plan. (If customers complain about losing their future month paid, we can offer them the amount lost on a data top-up under the ACP plan: The amount of data they lost only up to 5GBs.
  -If they lost less than 5GBs give them what they lost, if they lost 5GBs or more, they only get 5GBs.
• Customers can receive a free standard 7GB ACP plan, standard 16GB ACP + Lifeline, or an unlimited data plan for $30 per month.
  

• All Prepaid to ACP options are BYOD. The customer’s SIM and phone number will not change. 

How to Convert Prepaid account to ACP account

All the process is done by the client through Gen Mobile ACP Page, as Customer Service our duty is to guide them through the steps.

1.From the Gen Mobile ACP application home page, https://acp.genmobile.com/en/#!/newHome, customers can apply as new customers, reconnect, or apply as existing customers.

Customers will need to make sure they select the correct option. Prepaid to ACP customers need to apply using the Existing Gen Mobile Customer option.

2.To apply as an Existing Gen Mobile Customer the applicant needs to enter their Gen Mobile phone number, the 4-digit account PIN, and the zip code* on the account.

Customers can request their password through the customer care team, on the Gen Mobile mobile app, or using the Forgot your PIN? link. The CAPTCHA option also needs to be selected at this step.

When using, Forgot your PIN, the customer must place their Gen Mobile phone number and click Forgot your PIN, and the system will send them their PIN through SMS

The phone number, PIN, and zip code must be valid or the customer will receive an error message.

*The customer’s zip code needs to match the zip code on the account. If the customer’s address and zip code are different, they can update it when they enter their address as part of the eligibility verification process

3.If the customer is eligible to reconnect their account, they will receive an error message advising them to select the Reconnect ACP Benefit option.

If an account is not found, the customer will receive an error message advising them to apply using the New Customer option.

4.The first step once their information is validated is for the customer to enter their personal information.

5.The customer will need to enter a valid residential address after entering their personal information.

PO Boxes are not allowed at this step. 

6.Customers will then choose their eligibility type. There are no changes to the eligibility step.

Customers can select Medicaid, SNAP, Income or other qualifying eligibility programs.   

7.Customers will be offered plans based on their current plan and state.

• Customers in ACP-only states with a plan of $40 and under are offered the standard 7GB ACP plan for free.
• Customers in ACP-only states with an unlimited $50 or $60 plan are offered the standard 7GB ACP plan for free or an upgrade to the unlimited plan for $30.
• Customers in ACP + Lifeline states will be offered the 16GB ACP + Lifeline plan. They will not have an upgrade option. If they do not qualify for Lifeline, they will receive the standard ACP 7GB plan.

8.Customers who sign up for a 16GB ACP+Lifeline plan will be advised that their plan will receive 16GBs even though they are currently on an unlimited plan

9.For the unlimited plan, they will need to call customer care to make a monthly payment. They will be downgraded to the standard ACP plan if they do not make a payment.

They will select the BYOD option after selecting a plan

If the customer has an active multi-month prepaid plan, they will receive a warning that they will lose their future plans and any payments made if they switch to an ACP, ACP discounted, or ACP+Lifeline plan.

WARNING

If you prepaid for more than one month of service, you should enroll during your last month of service otherwise you will forfeit the months that you prepaid. Refunds will not be issued for months of prepaid service that are forfeited. If you qualify for ACP and/or Lifeline, actual plan offerings may vary by state.

10.After submitting information, verifying eligibility and selecting their plan, they will have the option to edit or confirm the information entered.

11.After verifying their information, they will need to complete all disclosures and certifications. 

12.Customer will receive the success page after submitting their application. It will then be reviewed for eligibility and address verification.

If the customer’s eligibility is not automatically verified by the National Verifier,

The customer may be asked to provide additional documentation to prove their eligibility by clicking the “Provide Proof Now” button. It will take them to the National Verifier website.

If a customer has submitted information to the National Verifier, they can check the status of their application on the My Benefit Status page. 

13.Once qualified the customer’s status will update.

The last step is that the customer will be enrolled.

No changes to these parts of the process. 

Call disposition: Prepaid to ACP 
Use when the caller has an active prepaid account and wants information, guidance on how to convert to ACP

Gabriel D.
01/25/2024