Time Frames
This article contains information about the most common timeframes for different procedures.
Maria Ortega
Last Update 10 dagen geleden
Expected timeframe for resolution per issue:
Dealer Portal Refund: 7 to 10 business days.
Device unlock code: 48 business hours (If not available through a Supervisor).
LL application: from 3 up to 5 business days (no pending documentation required).
MDN Change: 1 to 2 minutes.
Network swap: 30 minutes.
Network swap escalation: 24 business hours.
PIN by e-MAIL: 1 to 2 minutes.
PIN by MAIL: 7 to 10 business days.
PIN by SMS: 1 to 2 minutes.
Port In completion: up to 24 hours.
Port In issue escalation: 24 to 48 hours.
PUK/PIN code: 24 business hours.
SIM Card/Device delivery: 7 to 10 business days.
Tickets for Caller ID: 3 business days.
Tickets for Data Issues: 24 business hours.
Tickets for Unable to make or receive calls: 24 business hours.
Tickets for Voicemail issue: 24 business hours.
Vcare Refund/Shopify Refund: 7 to 10 business days.
Winback Process: 2 hours if they are eligible and the application is approved by the Lifeline administrator and there are no pending documents or steps. Winback Process issue escalation: 1 business day.
You can also check the KB article "Ticket Template" for more timeframes.
- 4/24/2026. Updated by Gustavo Hernandez. Added estimated time frame for Device unlock code, MDN change, PIN by MAIL, PIN by e-Mail, PIN by SMS, and LL application. Updated time frame to business days/hours for Tickets. Updated time frame for Winback process.
- 6/30/2026. Updated by Gustavo Hernandez. Updated timeframe for winback process, and added timeframe for winback escalation issue.
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