(TX) RTR Lifeline Rejection Reasons & Review Updates

There are no updates to the Applicant Audit process.

There are no updates to the Photo ID document verification process.

There are no updates to the Supplemental document verification process.

The documents will be in the same queues based on how the application was submitted. In person applications will be in the Quest Simple queue and the web orders will be in the GEN - Web queue. 

Texas Lifeline applications may require Address, SSN, DOB, Head of Household Worksheet (HHW) Picture or Income/Program proofs.

Based on the Texas Lifeline review it could need 0,1,2,3,4 or all 5 proofs.

Each one needs to be reviewed and approved or rejected. Enter the document type and then enter approved or rejected. You do not need to submit a reason if it is approved. Otherwise, unspecific rejection reasons must be noted briefly.

Rejection reasons for each document proofs:

Rejected Expired - use for expired proof

Rejected Unreadable - use for worn, torn, damaged, blurry or otherwise unreadable/verifiable and missing proofs or no proofs submitted

Rejected Unnecessary - use if the document does not match the proof type section, is a duplicate and can’t be used for this section*, or is not necessary for the section

Rejected Wrong Document - use if the document is in the wrong section or a document that can’t be used for that verification, invalid proof, mismatch on the name, DOB, etc.

*A document can be used in multiple sections if it verifies multiple sections like an ID used to verify Address and date of birth.