Add a line requirements for Care
Page ID: f470c

Latest page updates

June 21, 2023: Updated credit class references.

May 3, 2023: Updated the Credit card requirements section.

August 31, 2022: Updated 'Eligibility requirements' for TFB Micro.

Check these requirements before adding lines in Care.

On this page:

Add a line scope
Proactively offer add-on activations
Eligibility requirements
Credit card validation
Activate additional BANs or Split up a current BAN
Add a line scope
Add a line steps by scenario
For all add a lines, see Add a line: DASH.

Out of scope scenarios
For these scenarios, transfer to New Activations and Virtual Retail Support.
New account activations
Mobile Service Discount accounts
Web or Virtual Retail promotions
For Business and Government accounts that are not Individual account types, see Business Accounts and Credit.
Proactively offer add-on activations
Don't wait for customers to request add a lines−when an extra line seems right for the customer, proactively offer.

After checking ATLAS, does the customer have a line available for activation?
Check for offers that customers may be eligible for by adding an additional line.
Listen for conversational triggers that present an add a line opportunity.
Eligibility requirements
The Billing Responsible Party and Authorized Users may add lines.
 Ports from Sprint are restricted. 
Exceptions are only offered if certain criteria are met. 
See Moving to the Magenta Experience: Port-in exception.
T-Mobile ID roles of Primary (Primary Account Holder / PAH) and Full may verify and add lines in DASH.
A One-Time PIN must be sent to complete the new line activation.
Accounts must be current. If not, past due balances must be paid prior to adding a line. (Note: This includes accounts with an open payment arrangement.)
Any subscriber lines suspended for lost or stolen must be restored before adding lines. See Suspend or restore accounts.
Subscriber lines cancelled less than 90 days ago must be resumed before adding lines. See Resume an account from cancel.
Write-off accounts assigned to collection agencies require new activation/account. Follow out of scope steps.
Customers with Bankruptcy indicator are ineligible to add a line.
Extreme Roamer Reduction (ERR) accounts are ineligible for add-on activations.
Single line retired plans requires a rate plan change to a current rate plan (Note: Multiple line BANs on retired plans may continue to AAL up to that plans limit.)
Business with SSN accounts are eligible for AAL in DASH as long as all eligibility requirements are met.
Excludes TFB Micro teams using Salesforce for eligible AAL.
Credit card validation
Credit card validation protects customer identity.
Credit cards are not charged, there's no hold placed on the card (see below for AMEX/Discover exception), and the credit card information is not saved in the system.
Customers using Visa or MasterCard have a $0 authorization to confirm the card is valid and active.
Customers using AMEX or Discover have a temporary $1 authorization. This charge is not settled and drops off their credit card account after a few days--customers are not charged.
Credit card requirements
Payment can be made through the following methods.
ATM/debit cards backed by NYCE, Pulse, Star, and Accel networks
Credit cards backed by Visa, MasterCard, American Express, and Discover
Prepaid credit or gift cards with a major card logo
Credit/debit card address (including zip code) must be the same as the address entered in the sales order.
Resolve validation errors
Check that the card is valid. If customers use a prepaid or other invalid card, you may receive an error.
Ask customers if they have another card (we can try 2 times).
If the second attempt fails, apologize and explain to customers that we are unable to validate their card (or cards) and for their security they must visit a T-Mobile retail location. Customers without an eligible card must visit a T-Mobile retail location for their security.
Activate additional BANs or Split up a current BAN
A consumer account may require additional BANs to be activated, or request that their current BAN be split up. For BAN to BAN moves, refer to BAN to BAN account impacts. After verifying the guidelines below, see Activate a new account: Activation for action steps.

Valid Reasons for a new BAN or to split up a BAN
Customers would like a pooling plan and single lines.
Account reached the line limit for the rate plan and customer doesn’t want to change the rate plan.
Customer would like different pooling rate plans.
Invalid reasons for a new BAN or to split up a BAN
Customer would like separate bills
Customer would like separate BANs with different billing addresses
Customer would like to increase their ECL
If account doesn’t have an SSN attached, they may only have one BAN
Customer would like separate BANs with single lines
Customer would like separate BANs with Magenta 55+