Address change: Samson

1. Access the Financial Summary tab.
2. Double-click on the Billing Address field.
3. Verify the account with the OTP.
4. Select Type of Address.
   Example: Street or Military.
5. Enter the address details, and click Verify. If the address is not valid, ask customers to verify the information.
6. After validating the address, click the Apply Standard button. If it is not valid, click Apply Input, and the Deploy Address box will open.
   • To update ONLY the billing address, do not select any boxes to deploy addresses to be updated, and then select the Identical button.
   • To update any of the following, check the appropriate box:
     • Important: Changing all lines on an account will impact the billing address and account/line level taxes.
     • The User address (located in the Profile tab used for courtesy statements).
     • The PPU address (for taxes): If the user of the device is now located at the new billing address, select the PPU box to ensure account is taxed appropriately.
     • @Home 911 address (only if using @Home).
7. Select All. When selecting All, Samson will ONLY make updates to the Billing Address field, unless you have also selected the appropriate box for either User Address and/or PPU Address updates.
8. Click the Save icon on the side toolbar.
9. If you encounter an error when attempting to update an address in Samson, verify that the address is a real address on the USPS Web site.
   1. Select Find a ZIP Code to verify that the customer's address is accurate.
   2. If the address found is different, verify with customers which address is accurate.
      1. If customers confirm that the address on the USPS Web site is correct, attempt to add the new address in Samson.
      2. If customers do not agree with the address provided by the USPS Web site, or Samson does not allow you to change the address, have your Associate Manager/Senior Representative submit a Service Desk ticket.

Note: BANs with TFB1 bill format cannot have multiple paper invoices mailed. Additional invoice copies can be downloaded in PDF format from Account Hub.

1. Access the Financial Summary tab.
2. Choose the Billing Params and Mailing Addresses box.
3. Click Add.
   • Do not remove or change additional addresses with the Bill Format & Media set up as BAF: Ascii Format. SEGA customers with Inseego portals must have this format enabled.
   • Follow the steps below if the customer needs an additional paper bill.
4. Access the Bill Format & Media menu.
5. Click Market Regular Paper Bill. Do not select any other option, or customers will not receive the paper bill.
6. Select the type of address: Street, Military, PO Box, Rural Route or Foreign.
7. Enter the address details.
8. Click Verify.
   • Click Apply Standard if Samson correctly verifies the address.
   • Click Apply Input if Samson does not correctly verify the address. Make several attempts before applying input.
9. Click OK.
10. Adjust the number of copies the customer desired, if necessary, and then click OK.
11. If you encounter an error when attempting to update an address in Samson, verify that the address is a real address on the USPS Web site.
    1. Select Find a ZIP Code to verify that the customer's address is accurate.
    2. If the address found is different, verify with customers which address is accurate.
       • If customers confirm that the address on the USPS Web site is correct, attempt to add the new address in Samson.
       • If customers do not agree with the address provided by the USPS Web site, or Samson does not allow you to change the address, have your Associate Manager/Senior Representative submit a Service Desk ticket.

1. Access the Financial Summary tab.
2. Click the Billing Params and Mailing Addresses box.
3. Choose the address you would like to remove. Look for which address the hand is pointed to.
4. Click Delete to remove the additional address.

The PPU address must be a valid street address and not a PO Box. To update the PPU address for tax purposes, follow these steps:

1. Access the Profile tab.
2. Click the Tax Address box located below the User Address field.
3. Update the appropriate fields.
4. Click Verify.
   • Click Apply Standard if Samson correctly verifies the address.
   • Click Apply Input if Samson does not correctly verify the address. Make several attempts before applying input.
5. Click OK.
6. If you receive an Invalid PPU error message, ask customers if they have an address in the same area (sub-market) as the subscriber number.
   • If customers have an address in the subscriber number sub-market, click YES and continue.
   • If customers do not have another address, click NO and continue.

• Update the 9-1-1 address when customers change the home address where the T-Mobile @Home service is used.
• Emergency Services use the E911 address to locate customers who call 911 in an emergency.
• T-Mobile does not use the E911 address for mailing bills, literature, or as a Primary Place of Use (PPU) address, unless the same address is entered as the PPU address.
• The E911 address must be a valid street address and not a PO Box.
• Allow 72 hours for the E911 address to update.

To change the 9-1-1 address, follow these steps:

1. Access the Profile tab.
2. Click the box to the right of the 9-1-1 Address text.
3. Select Type of Address (For example, Street or Military).
4. Enter the address details.
5. Click Verify.
   • If the address is not valid, ask customers to verify the information.
   • If the address is valid, click the Apply Standard button.
   • If it is not valid, click Apply Input.
   • Once completed the Deploy Address box will appear.