Add a line: DASH

Verify & check eligibility Guidelines Any Work in Progress (WIP) orders will place holds on available lines. Complete an existing order or cancel it out. Credit for the sale goes to the rep who submits the order, not who created it. First, use either of these verification options Create an Atlas token to enter into DASH (preferred method)

Verify the customer and send a One-Time PIN (OTP) in Atlas. Create a Verification Token in Atlas to enter into DASH. Verify directly in DASH

From the first screen in DASH , enter account or mobile number. From the second screen, choose a mobile number and enter the customers PIN/Passcode. You'll be prompted to send an OTP right before submitting the payment in DASH. Next, check financing options & any deposit required Make sure customers qualify by checking their financing options. Check if a deposit is required based on the financing options. If line limits/deposits are incorrect, verify correct amount, then contact Consumer Credit to correct. Once fixed, close order and restart. Go over credit card and other requirements Tell customers that a credit card is required to complete activation and only for verification. Only allow two attempts total using two different cards. If the first validation fails, ask the caller if they have a different card. If the second validation fails, refer the customer to the store. If they plan to purchase a device on EIP, tell them what they qualify for using the MSISDN for pricing. Let customers know that a non-T-Mobile device (BYOD) may not be completely compatible with T-Mobile's network and must be unlocked. Follow the Bring Your Own Devices (BYOD) setup guide to determine compatibility. Use Grand Central to send the BYOD setup guide to an active line on the account. If porting a number, check if their number is eligible. Use the number portability link in T-Mobile.com to verify port eligibility. Sprint account customers: If the customer wants to port a number from Sprint, do not proceed with the activation. Migration to T-Mobile allows Sprint customers to effortlessly migrate to T-Mobile ahead of planned system migrations. This is different than a traditional port-in and migration should be leveraged in this scenario rather than completing an Add-A-line activation. Proceeding with the activation may result in the customer not being able to keep their number. Transfer the customer to Sprint Care to inquire about Migration to T-Mobile. See Sprint Customers routed to T-Mobile OR Send the customer to a T-Mobile Retail store for options. Use the Store Locator to find a location most convenient for the customer. If unable to port in a number, use the following positioning: "I'm not able to port in your number at this time. In rare circumstances, we are unable to transfer numbers to our network. This is often because we don't have a transfer agreement with the original service provider. I'd be happy to activate service for you with a new number." If requesting a DIGITS line, go over the DIGITS requirements below. Customers can have up to 5 Data paired with DIGITS lines per GSM line, or 5 DIGITS Talk & Text lines per 1 GSM line. If wanting both DIGITS Talk & Text and Data with Paired DIGITS, they must have 2 or more GSM lines.

Customer lookup First, find your customer Gen Care only: Check eligibility requirements before starting. Access DASH. Under "Customer Lookup", enter the customer's mobile number, account number or Verification Token. From the drop down, click the MSISDN of the customer you are speaking to. Enter the account’s PIN/Passcode and click Validate Customer. DASH only displays MSISDNs that have a TMO ID role Primary (Primary Account Holder) or Full. If the customer’s name is not listed:

Look up the customer in Atlas or Samson. Complete verification if they are listed as the BRP or an Authorized User. Use a verification token to access their account in DASH. Advise customers who dispute they own a Primary or Full permissioned line, to update their name for their T-Mobile ID. Next, confirm BRP details Confirm that the caller is the BRP or Authorized User. Verify the full billing address and BRP's full name. Check available voice and data lines, as well as deposit info at the bottom of Customer Profile page.

Line approval Calculate available line limits for SSN using the same account types and subtypes. Don't select Smartphone Equality Pre to Post (Credit Check) or (No Credit Check) CRP key for new customers without an existing account. Pooling plan customers wishing to add lines to non-pooling plans First, explain benefits of adding lines to family plans. For customers wishing to continue:

Let them know that they can visit a retail store to have a new account created, or the line can be added to the family plan. Once the SIM and device arrive, tell customers that they can call Care to remove the line. SSNs with more than one account under same name / subtype Check that the total displayed in DASH matches total for multiple BANs. DASH shows active lines on the account, but calculations are based on the SSN (includes lines from other BANs). Accounts with DIGITS plans Accounts with DIGITS plans are limited to a combined total of 12 voice and DIGITS lines.

Business with SSN Accounts Existing Business with SSN accounts are eligible for AAL in DASH.

Select a rate plan First, confirm current plan can support an added line If not, change the plan before ordering. If there's a future-dated rate plan change, DASH won't allow an add a line. If performing a Rate Plan Change & an Add A Line in one transaction, perform the Rate Plan change first Next, If adding a line to an existing pooled or retired plan Look up the customer (following all standard lookup procedures). Select a device (or SIM, if the customer is bringing their own device) from the device catalog. Retail Team: If you don’t see the specific family plan you need, look at the bottom right corner of Dash and you will see more page options available to choose between Family Plans. Then, select rate plan and/or features To select or edit voice rate plans, select Menu > Rate Plans. For Mobile Internet rate plans, select MI Rate Plans. Use filter menu to refine rate plan options. Applicable migration fees are auto-calculated and display on the Customer Information page. Choose desired plan and click Add. For family plans, choose number of lines to add. To delete a line from the order, open MiniCart and click the trash can icon next to the line to be deleted. Confirm by clicking the check mark. To change the rate plan on a line, open the MiniCart and click Rate Plan. To add an additional line, open MiniCart and expand Add Package? menu > click desired device type (Voice, Accessory, MI).

Add / change a device To choose or edit devices, click Menu > Devices / MI Devices. To refine devices, expand filter menu (there might be more than one page of devices). Select Full, EIP, JUMP! (for JUMP! On Demand) to see pricing. See EIP details below. EIP down payment and monthly installment amounts vary, depending on CRP key/financing options. Add desired devices to the cart. To associate a device to a line, select the desired line in MiniCart before adding device to the cart. For DIGITS Talk & Text lines and PROXY by DIGITS, select $0 UnSIM (only 'Device' option). For Data with DIGITS, select the appropriate device and/or SIM only. When adding an eSIM capable device, select the SIM type (pSIM or eSIM). For iPhone activations, recommend the customer uses eSIM. SIM only / BYOD: If bringing a device from another carrier, inform that it must be unlocked from that provider and that T-Mobile can't confirm compatibility. Follow Bring Your Own Devices (BYOD) setup guide for steps to check compatibility. BYOS: If the customer is using their own SIM/eSIM, select SIM or eSIM. Enter the IMEI to check network compatibility, or select bypass IMEI validation (if Apple or some Samsung devices, eSIM will prepopulate, skip to step 5). In the SIM/EID field, enter in the SIM/eSIM number. For eSIM devices, you can enter the device IMEI to retrieve the EID. Note: If the customer does not know the IMEI or EID, they can dial *#06# to retrieve the EID number on Apple or Samsung devices. For Google devices, *#06# will only retrieve the IMEI. Select Validate. If an eSIM transaction and a message was presented that the “SIM is in use” and an override is required, select the 'Override and Save' option and send the eSIM profile download instructions Continue with the Activation flow in DASH

Select device protection To accept or decline device protection, select Device protection from the menu. Discuss device protection options with the customer. Make a device protection selection. If the customer does not want protection, add the Decline Protection SOC to the cart. Tips You must select a device protection feature (Protection 360, Basic Device Protection, or decline) to be able to submit the order.

Add features & accessories Add / change features Discuss any optional features or services the customer may want. From the left menu, click Features. Choose Acc (Account), Sub (Subscriber), or Prod (Product-level) features. To refine feature options, expand the filter. Add desired features to the cart. To associate a feature to a line, select desired line in MiniCart before adding feature to the cart. Features won't be available until both a rate plan and device are added to the cart. To delete a feature, open MiniCart and click trash icon next to feature to be deleted. Add / change accessories From the menu, click Accessories. Select Full, EIP, or JUMP (for JUMP! On Demand) to see pricing. Expand filter menu and select Add next to Device(s). Choose brand and device > Add. Filter by Accessory Types to narrow options. Add selected items to cart. If $49 (before tax) minimum is met, EIP option is available for any quantity of accessories. For BYOD orders, cases and screen protectors can't be added.

Trade-in Select Devices from the menu on the left. To add a trade-in device, select the new device for purchase, and click Add with Trade-in. Enter IMEI of desired trade-in. Click Submit. Once submitted, IMEI is checked for validation (not on a blacklist, no active EIP balances). Once IMEI is validated, drop downs for Make, Model, Memory Size, Color, and Carrier auto-populate device details. If device details do not auto-populate, select the device details manually from the drop-down menus. Confirm the device condition with customer, and answer each condition question with either Yes or No. Click See Offers. Review offers with customer. If they Accept the offer, click the check box next to the offer. (You must choose an offer to continue.) Under Offer Acknowledgement, select Add it. Trade-in is then added to the Shopping Cart. If the customer wishes to check a different IMEI or does not want to accept the trade-in, select Reset and the trade-in IMEI will be removed. The trade-in device can be edited or removed from the Shopping Cart prior to order submission if needed.

Review the order Click shopping cart within the MiniCart to review order and monthly payment (if using EIP) details with the customer. For Data with paired DIGITS plans, use Primary Line drop-down to select primary voice line to pair. No need to pair DIGITS Talk & Text line. Ask EIP customers if they wish to pay more now to reduce monthly payments. If so, click Pay Extra and enter amount. For any policy-required adjustments or codes, select Adjust Price > Update Cart. From the MiniCart, select Checkout.

Shipping Confirm that shipping address is the same as billing address. If different, enter correct address. Address entered must be a physical address. Shipments will be sent via UPS and cannot be shipped to PO boxes or APO/FPO addresses. Ask for a Can Be Reached (CBR) number (only used in case of any order issues requiring customer contact before shopping order). Select customer's shipping preference: Standard or Overnight. Web and Telesales Support: Only use Free overnight for escalated situations. Enter number and service information for each line (listed below). Click Continue to proceed to checkout. Number and service information Desired area code, based on entered zip code Primary Place of Use address If transferring an existing phone number, let the customer know that we don't advise porting the number during the transaction, unless it's a BYOS activation. The number may transfer while the device is in-transit which may leave them without services until it arrives. If the customer wishes to port after the device arrives, let them know that once they receive their order: Customer Care: Set a follow-up in Samson to contact the customer back for when the device will arrive to the customer. Telesales/Virtual Retail: Set port expectations. The SIM will have a temporary number assigned to it. You can check what the temporary number is by dialing #686# when the SIM is inserted into a compatible device. Do not cancel with the previous provider until the number has been transferred to T-Mobile. Numbers cannot be transferred from canceled accounts. Have the following information available from the previous provider: Account number PIN/Passcode If the customer wishes to port before the device arrives or is activating a BYOS, enter the required customer information to start the port-in. Sprint account customers: If the customer wants to port a number from Sprint, do not proceed with the activation. Migration to T-Mobile allows Sprint customers to effortlessly migrate to T-Mobile ahead of planned system migrations. This is different than a traditional port-in and migration should be leveraged in this scenario rather than completing an Add-A-line activation. Proceeding with the activation may result in the customer not being able to keep their number. Transfer the customer to Sprint Care to inquire about Migration to T-Mobile. See Sprint Customers routed to T-Mobile OR Send the customer to a T-Mobile Retail store for options. Use the Store Locator to find a location most convenient for the customer. All other customers: Check Yes on the 'Do you want to transfer your phone number?' field. Enter the customer's current phone number, account number, and PIN/Passcode. If device is Wi-Fi capable, DASH provides ability to enter a 911 address or select same as billing. Read 911 information in the service agreement to the customer. Back-orders & pre-orders DASH orders won't ship until entire order is in stock. Multiple orders must be placed if in-stock items are ordered along with back-ordered / pre-ordered devices to ensure timely shipping. Let customers know...

A $1 authorization hold is placed on your credit card to ensure the card is valid. You won't be charged for the device until the device is in stock and ready to ship. It's important for you to keep funds available on your card so you don't lose your place in line.

Payment & confirmation 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 Verify credit/debit card address (including zip code) is the same as the address entered in the sales order. Important: An address match is required. Remind customers that their card will be charged when the order is shipped. If a OTP wasn't verified in Atlas prior to continuing in DASH, send and verify a OTP when prompted. From Secure Checkout page, click the View/Edit button to open the payment modal and enter payment info. Click the Save Payment Info button when complete. Check here for card requirements and errors. If promo requires AutoPay, confirm that it's set up. But first, provide AutoPay info and details to any offer they're taking advantage of. Verify customer's email for Paperless Billing and update if needed. For orders with EIP, enter customer's email for e-Signature. Review displayed Terms & Conditions and gain customer acceptance. Note: Virtual Retail Inbound and Outbound teams refer to Terms and Conditions: Virtual Retail. For orders prompting InstantID Q&A, follow on-screen prompts to complete the order. Remind customers to use the SIM included in the kit, and not one from a previous device. Confirm order and provide order confirmation number. For customers that provided an email, let them know that they'll receive shipping notifications. If DIGITS plan was selected, that info will also be emailed. Proactively offer to walk customers through signing their emailed e-Signature, and let them know it's required before the order can ship. See e-Signature support for more information on re-sending e-Signatures. e-Signatures can only be re-sent if the e-Signature is incomplete. Set expectations and memo the account using steps below.

Set expectations & memo account Provide the Web and Telesales Support number to check their order status. Let customers know that the SIM arrives active (with a temp number if porting in a number). For eSIM devices, advise the customer that they will receive an email with instructions on how to set up their eSIM. Inform that the number can be checked by dialing #686# with the SIM inserted. If porting in a number, they'll be contacted to update the device IMEI and initiate the port-in. Gen Care only: If porting in, set a Samson follow-up for when customers receive the SIM (and device) to initiate the port-in and update the IMEI, if not updated. Confirm time and number to reach the customer at. If adding a DIGITS Talk & Text or PROXY by DIGITS line, it can take up to 24 hours for it to activate. Update the device IMEI (if available). Use and modify the memo below based on the customer's scenario. Memo template

AAL completed by Care using DASH Customer name:

Deposit required: (Y / N)

Port-in requested: (Y / N)

Requested number for port (if applicable):

Plan and services:

Order confirmation number:

MSISDN: DASH order; MSISDN not available at activation time. Advised SIM will arrive active and number (temp number for port-ins) can be checked by dialing #686# once SIM is inserted. Follow-up (for port-ins only): Callback set for (insert date) at (insert time). Port will be initiated to port in MSISDN (insert number) to replace MSISDN (insert number). Device IMEI will be updated.