Winback Webflow Process / refresher
Lifeline customers that de-enrolled could re-enroll easily
Maria O TM
Last Update 10 天前
Website for reconnection: genmobile.com/reconnect
Benefit: Lifeline Only
Overview
To reconnect, customers should visit genmobile.com/reconnect. On all calls when a customer has transferred out (NLAD grace period), agents must provide the option to reconnect. If the customer is willing to reconnect, stay on the line and guide the customer through the reconnect process.
Please note the following key points:
●Requirements: Customers need their PIN and the phone number associated with the account (if they changed it, use the original).
●Email Verification: An accessible email address is required for verification.
●Limitations: Customers will not receive a new device. The current account will be reconnected; they can use their same SIM and phone number.
●Sales/Self-service: Do not offer devices, plan upgrades, top-ups, or the app during this process.
Only offer a prepaid option if the customer is unwilling to complete the winback process.
●Data: Customers receive 100MB of data while on grace period. If they do not have data and are not on Wi-Fi, provide a 500MB courtesy credit.
●Follow Up: Once submitted, advise customers that it will be reconnected 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.
●Issues/Review: If an issue is given by the system, advise customers to allow 1 business day for the application to be updated. Any issues with the application should be escalated to helpdesk@vcaremail.com and [email protected]
The Winback process applies to LL applicants who are de-enrolled and the de-enroll request came from NLAD.
Educate the customer: They will need to fill out a transfer consent 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. So it will be better if they get that information prior to starting the reconnection process.
If they don't know who their current Lifeline provider is, they may call California Lifeline at 1-877-858-7463. They are available from Mon-Fri from 7am-7pm. They may also go online to the Lifeline customer portal www.californialifeline.com/en/account/register to check their current service provider.
More info: Gen Mobile | CA Lifeline Consent to Transfer
Winback Process on the website
If the caller reports issues with the webpage, please escalate via support channel
1. Home - Reconnect Lifeline
To start the Winback process, they need to enter the ZIP code registered on their account.
The applicant needs to enter the following: Phone Number (phone number format), PIN (4 numeric digits), ZIP Code (5 numeric digits). All fields and the CAPTCHA are mandatory.
(If the applicant forgot their PIN, they have to click on the “RESEND PIN" button, which will send the PIN VIA SMS.)
In the Reconnect workflow, the PII information is prepopulated based on current consumer info.
Applicants will not be able to change their personal information. Only the address can be updated.
3.1 For Texas:
The customers will only be allowed to reconnect if the ZIP code they are entering belongs to the same state as their previous application. The address can be updated if needed.
If the address is not entered correctly, they will get an "Invalid Address" warning. Let them know they can enter it into Google and use the format suggested in the search result.
5. Email - Verification Step
An email will be sent with the verification code.
6. Reconnection - Qualification Program
The customer can reconnect through a government assistance program, they have to select the one they receive.
6.1 Reconnect - Qualification Program - CA
If Medicaid/Medi-Cal is selected:
The customer can also reconnect via the household's income if they don't qualify for a government assistance program.
If the income info they entered doesn't meet the requirements, they will get a warning message.
7.1 Reconnect - Income - CA
7.2 Reconnect - Income - TX
8.1 Reconnect - Plan Step - CA
The customer's account will be reactivated, and they will be able to continue using their current SIM and device.
9.1 Reconnect - Device Step - CA
9.3 Reconnect - Demographic Info & Transfer Consent - CA
9.4 Reconnect - Household Worksheet - TX
10. Reconnect - Review and E-Sign
The applicant needs to review and accept terms & conditions by an e-signature.
10.1 Reconnect - Review and E-Sign - CA
11. Reconnect - Thank you Page
The winback application will generate an enrollment number after the process is complete.
If the new application is from an NLAD state, it will continue the process with Natver API.
If the new application is from CA or TX, the process will continue with the upload of the required documentation.
11.1 Reconnect - Thank you Page - CA
11.2 Reconnect - Thank you Page - TX
Winback applications will be identified in the CSR view, with the label "WINBACK CUSTOMER". And will reach the enrolled status after:
• Customer is Enrolled in the LL administrator (NLAD, TXLAD, CALAD).
• A Telgoo5 Change Plan operation is successful.
NLAD and reconnection backend process
Active applicants who enroll for LL with a different carrier
• NLAD requests a de-enrollment.
• Emerios de-enrolls customers and informs Telgoo.
• Telgoo does not deactivate immediately but moves the customer to a “Grace period” status for a given amount of time (e.g., 15 days) instead.
• Gen Mobile texts customers a link to the web home page to reapply for LL.
• The customer goes to the Web channel, and the “Reconnect your benefit” option is selected.
• The customer will enter their Gen Mobile phone number + 4-digit PIN + ZIP code.
• System will validate with the existing Telgoo account.
• If Telgoo validates the phone number and confirms that the applicant can be reenrolled, Emerios will look for the given (previous) enrollment and validate that the applicant can be reenrolled.
• If Emerios validation is successful, SSN Last4 and DOB fields will be shown so that the applicant confirms that they are the same person from the previous enrollment.
• If the last 4 SSN and DOB match the one in the former enrollment, the customer will go through the enrollment flow business as usual except for:
- The plan offer will be limited to LL only, without a free phone or option to buy a tablet.
- The customers will not be asked to go through the paper application supplemental verification flow.
• Once they complete the enrollment online, a new (Emerios/Vault) enrollment will be created. The former enrollment will remain in de-enroll status.
• Telgoo will change the plan from the NLAD Grace to the 4.5 GB LL plan. The customer will be able to use their current SIM and phone.
- 4/24/2026. Updated by Gustavo Hernandez. Updated timeframe for Winback Process.
- 4/28/2026. Updated by Gustavo Hernandez. Updated Winback web process.
- 4/30/2026. Updated by Gustavo Hernandez. Added transfer consent form for CA.
- 5/15/2026. Updated by Gustavo Hernandez. Added KB article CA Consent Form link.
- 6/29/2026. Updated by Gustavo Hernandez. Overview was updated with the last instructions given by Hugo Sanchez. Added CA Transfer consent under 9.3.
- 6/30/2026. Updated by Gustavo Hernandez. Added related article, CA Lifeline consent form to transfer.