AVD Re-verification & Removal Updated:

Transcription

1 AVD Re-verification & Removal Updated: Overview - AVD Re-verifcation: Beginning the week of November 6, 2017 we will be asking customers that are participating in the AVD program to confirm their eligibility to continue to participate in the program. This is an annual re-verification process for some customers and should only take a few moments for them to complete. Customers that are no longer eligible or fail to verify their eligibility will be removed from the AVD program in December of Contents AVD Re-Verification FAQs... 1 AVD Re-Verification FAQs Why am I being asked to validate my discount eligibility? I already provided proof of affiliation when I first signed up. We validate eligibility on a recurring basis, generally once every calendar year, to ensure eligibility and that you are receiving the appropriate benefit for your service. How do I know if I need to confirm my eligibility? Customers who are required to validate their eligibility will receive a text message and / or requesting them to verify their eligibility for the Advantage Program. If you did not receive a text message and / or with this request, you do not need to confirm eligibility at this time. How long do I have to confirm my eligibility? The validation deadline will be clearly indicated in the text message and . What happens if I don t confirm my eligibility? If you don t successfully confirm your continued eligibility by the deadline, your discount will automatically be removed. What if I changed companies? If your new company is eligible for the Advantage Program discount, you can use the website to update your affiliation and receive a discount through your new organization. If you re no longer affiliated with an organization that is eligible for the Advantage Program discount, you are no longer eligible for the Advantage Program and your discount will automatically be removed once the verification period has closed. I work for a participating organization as a contractor; will I still be eligible for a discount? The Advantage Program is for current employees of companies that are part of the program. You should ask the benefits administrator at the participating organization to see if this benefit is extended to contractors. Note, in

2 order to re-verify you will need to provide either a paystub listing the participating organization or a valid address with that organization s domain. I want to add my current employer to the Advantage Program. How can I do so? Please submit a request to have a T-Mobile Advantage Program Representative contact you by visiting and filling out the request form. When were previous re-verifications? Previous re-verifications were performed in May 2014, May 2015, and March of What if I no longer work for the company? You can go online to to see if your new company participates in the Advantage Program. Do retirees qualify and how do they re-verify? Retirees are not eligible to receive the T-Mobile Advantage Program Discount, but may be eligible for T-Mobile ONE Unlimited 55+. Visit for more details. Which internet browsers are compatible with the re-verification site? Customers can re-verify via their mobile device if they are using one of the supported browsers: Internet Explorer 9 (Windows 7) Internet Explorer 10 (Windows 7) Internet Explorer 11 (Windows 7) Chrome (latest stable build / Windows 7) Firefox (latest stable build / Windows 7) Safari (MAC) (latest stable build / MAC 10.10) I am having problems with the website, what other options do I have? You may your documentation or your questions to MCSAMigrations@t-mobilesupport.com. This solution should not be proactively offered but is an option for those with issues or for escalations. Where can I find my T-Mobile Billing Account Number? Your T-Mobile Billing Account Number is a 9-digit number and is included in the text message and / or you received notifying you to verify your discount eligibility. It is also found at the top of your past bills, both printed and PDF versions. To learn more, learn how to find your account number, please visit: My information cannot be found. Why? Please make sure that your mobile number and Billing Account Number match the numbers on your last billing cycle. If your mobile number recently changed, try logging in with your old mobile number or a different mobile number on the account. Also, if you have not received a text message or from T-Mobile requesting you to verify your discount eligibility, then you do not need to verify your eligibility to continue your discount at this time. I am an active duty military customer or a retired veteran. Do I still need to verify my discount eligibility? Yes. If you received a text message or notifying you to verify your discount eligibility, you must complete the verification process via the website.

3 Is there a different process for active duty military customers or retired veterans to verify their discount eligibility? Yes. Active duty military and retired veterans should be sure to check the military / veteran checkbox below the Last Name field when logging into the verification website. Checking this box will navigate customers to the Verify your military or veteran status page. On this page, customers should upload one of the documents listed on the site to prove military or veteran status and, simultaneously, verify discount eligibility. Active duty military customers and retired veterans cannot use to verify their military or veteran status. Why do I need to re-verify with a work or by uploading documents? T-Mobile uses your work or other documents to confirm your name and that you are affiliated with an organization that participates in the Advantage Program. This affiliation, as well as other factors such as when you joined the Advantage Program, is required for you to be eligible to receive the Advantage Program discount. is the fastest way for us to confirm your affiliation, but, if you don t have a work with your participating Advantage Program organization, you can upload a copy of your recent paystub or a copy of a document proving active military or veteran status (e.g. DD Form 214, Veteran s ID Card, CWF ID Card, Military designation on valid Driver s License, Veteran s Advantage Card, Honorary Discharge Certificate, etc.) to validate your affiliation. How do I know the information on my uploaded document will be safe? To help you protect your privacy, you should black out any sensitive information, such as dollar amounts and social security numbers, on your uploaded document. The file upload process is secure, and T-Mobile will only use information on the documents to confirm your name, your affiliation with the participating organization, and the date it was produced. How do I take a photo and upload an image of my paystub or other supporting document? You can take a photo and upload an image of your paystub or other supporting document using one of two methods: Method A: From your mobile device Login to the re-verification website and select the option to verify without an address. Once you reach the page titled, Verify your account without a work address, navigate to the Upload a document section. o If you are an active duty military or veteran customer, check the military / veteran checkbox below the Last Name field when you login to the re-verification website. Once you reach the page titled, Verify your military or veteran status, navigate to the Upload a document section. Under the Take a picture option, click on the Browse button. Follow the prompts and steps on your mobile device to take a picture and complete the image upload. Complete the remaining steps on the webpage. Method B: From your desktop or laptop Save a copy of the image to your computer by using one of the options below: Option A. Take a photo of your paystub with your smartphone, it to your personal , and then save it to your computer. Option B. Take a photo of your pay stub with a digital camera or use a scanner and save the image to your computer. Login to the re-verification website and select the option to verify without an address. Once you reach the page titled, Verify your account without a work address, navigate to the Upload a document section.

4 o If you are an active duty military or veteran customer, check the military / veteran checkbox below the Last Name field when you login to the re-verification website. Once you reach the page titled, Verify your military or veteran status, navigate to the Upload a document section. Under the Upload an existing file option, click on the Browse button. Select the image file from your desktop and complete the upload. Note: Ensure that the size of the file is under 1.5MB and that the file name ends in.jpg,.png,.gif, or.bmp. Complete the remaining steps on the webpage. Is there any other way to re-verify without providing either a work or documentation on this website? Yes, you can download and print the fax form on the FAQ page, fill in the information, and fax to I was told I should have received an with a confirmation link in it, but I haven t. What do I do? If you do not see our in your inbox, try the following: Check your junk/spam folder and filter settings Add T-Mobile.com to your safe sender list and resubmit your information by going through the reverification flow on the website again Make sure your inbox isn t full Make sure it s been at least 30 minutes since you submitted your address on the website Check with your IT administrator to ensure the T-Mobile.com domain is not blocked If you still can t receive the confirmation after trying the above, you can re-verify by uploading a paystub or other proof of employment. Enter your information in the verification site again, select the No, I don t have an account option and then follow the prompts on subsequent pages. What if the company on my paystub doesn t match the company through which I get my discount? If you receive your discount through your direct employer, but a parent company is listed on your paystub, enter the parent organization s name in the dedicated space towards the top of the page where you upload your paystub. You ll still be able to re-verify if your direct employer participates in the Advantage Program. I accidentally submitted the wrong documentation. What should I do? Please use the website to resubmit. What happens after I ve uploaded my documents? Our Customer Care Team will carefully review your documentation, and within 7-10 days you ll receive an letting you know whether or not your eligibility has been confirmed. I submitted my documents right before the validation window expired, but it will take 7-10 days to be reviewed. Will I still get to keep my discount? Yes, as long as you submitted valid documentation within the validation window your discount will continue, even if the documentation is being reviewed past the validation window. Is there any way for me to check my verification status? Yes. Just return to the verification website and click the check my status link above the T-Mobile Mobile Number field. It s been more than 10 days, and I haven t received an confirming whether or not my documents are approved. What should I do? If you do not see our in your inbox, try the following: Check your junk/spam folder and filter settings

5 Add T-Mobile.com to your safe sender list and resubmit your information by going through the reverification flow on the website again Make sure your inbox isn t full Make sure it s been at least 30 minutes since you submitted your address on the website Check with your IT administrator to ensure the T-Mobile.com domain is not blocked