Manage profile: Atlas

Use the Manage Profile screen to view account, subscriber, and segment information. You can also review and edit authorized users, billing name, billing address, caller ID, contact information, E911 address, PPU address, mobile number change, paperless billing, port in request, and restore/suspend a subscriber.

You must verify the account in Atlas to access sensitive customer information, certain tools/links, and some data.

Navigation

  1. Select Account from the magenta navigation bar.
  2. Select Manage Profile from the drop down.
  3. Select account level or specific subscriber information in the carousel.

Account level details

  • Billing name
  • Billing address
  • Email address
  • Contact number (primary)
  • Contact number (secondary)
  • Paperless billing status (enrolled/not enrolled)
  • Authorized user 1
  • Authorized user 2
  • Segment

Subscriber level details

  • Contact information
    • Caller ID name
    • E911 address
    • PPU address
  • Online account
    • T-Mobile ID/online account (enabled/disabled)
    • T-Mobile ID username
    • T-Mobile ID email
  • Status
    • Suspend reason
    • Tenure
    • Mobile number
  • Status
    • Line type
    • Paired data with DIGITS lines
    • Segment
    • Line status
    • Previous status activity
    • Device activation type
      • Discounted Device: Associated with regular deposit type
      • With EIP: Associated with regular deposit type
      • Full Price/Own Device: Associated with rate plan only type
    • Early termination/migration fee

Authorized user change

To add and update an authorized user(s) on an account.

Manage Authorized User

  1. Select Account from the magenta navigation bar.
  2. Select Manage Profile from the drop-down.
  3. Click Account in the account line summary.
  4. Click Edit authorized users.
  5. Review Authorized user permissions and terms with your customer. Click Continue if they acknowledge and agree to the terms.
  6. Remain on the T-Mobile ID tab to update the authorized users.
    1. Identify the link that the update is being performed on
    2. Click on the Role drop-down menu
    3. Select the desired role level
    4. Click Update to complete the request.

Add T-Mobile ID Authorized User

  1. Select Account from the magenta navigation bar.
  2. Select Manage Profile from the dropdown.
  3. Click Account in the account line summary.
  4. Click Edit authorized users.
  5. Review Authorized user permissions and terms with your customer. Click Continue if they acknowledge and agree to the terms.
  6. While on the T-Mobile ID tab:
    1. Click the Add a new authorized user button.
    2. Select the voice line active line dropdown menu.
    3. Enter the customer's First name, Last name.
    4. Click Create Profile to complete the request.

Leverage T-Mobile ID Authorized User as shown above unless supporting a TFB account or REMOVING an Assisted Authorized User, otherwise the customer will not have online access to their account!

To update the Assisted Channel authorized Users:

  1. Enter First name, Last name, Title (optional), Suffix (optional), and Additional line (optional). Enter field details to add, change, or remove Authorized User.
  2. For additional Authorized Users, ignore field labels and separate names with a comma. Examples: Bob Jones, Thomas Jones, Jason Jones.
  3. Click Update changes to complete the request.

Billing name change

Refer to Billing name, SSN, and birth date changes before following these steps to make sure you are authorized to make the change.

Use these steps to complete a billing name change.

  1. Select Account from the magenta navigation bar.
  2. Select Manage Profile from the drop down.
  3. Click Account line summary carousel.
  4. Click Edit contact information.
  5. Select a reason for the name change Marriage, Divorce, or Misspelling.
  6. Enter First name, Last name, Title (optional), and Suffix (optional).
  7. Select the applicable option under Apply to if your customer wants to update caller ID.
  8. Click Save changes.
  9. A confirmation message displays 'Contact information has been updated.'

Caller ID change

Use these steps to complete a caller ID change.

  1. Select Account from the magenta navigation bar.
  2. Select Manage Profile from the drop down.
  3. Click Subscriber for the caller ID change in the line summary carousel.
  4. Click Edit contact information.
  5. Enter information under Caller ID name column.
  6. Click Save changes.
  7. A confirmation message displays 'Contact information has been updated.'

Edit Marketing Preferences

Use these steps to edit marketing preferences.

  1. Select Account from the magenta navigation bar.
  2. Select Manage Profile from the drop down.
  3. Select the specific line within the carousel that you want to update.
  4. Click Edit marketing preferences.
  5. Select your customer marketing preferences, or opt out entirely by clicking Opt out of receiving all marketing correspondence under Customer consent.
  6. Click Save changes.
  7. A confirmation message displays ‘Updated preferences are saved.’

Designating a Kid Line

Use these steps to change the profile of a line.

  1. Verify Account.
  2. Open Manage Profile for the MSISDN you want to change.
  3. In Line details, click Change Profile.
  4. Enter the Birth Month of the line's user.
  5. Enter the Birth Year for the line’s user. This information is used to automatically remove the Child Line designation when they reach 16 years of age.
  6. Select the method for the customer to confirm consent.
    • SMS – Select the MSISDN on the account to receive the consent.
    • Email – Select one of the emails in the list to receive the email consent.
  7. Advise the customer they have 24 hours to accept consent before it expires.
  8. Click Send Consent.

    Set a Child Line as a Standard Line

    Note: These changes take approximately 24 hours to take effect.

    1. Verify Account.
    2. Open Manage Profile for the MSISDN you want to change.
    3. In Line details, click Change Profile.
    4. Click Change Profile.

    Billing address change

    Use these steps to complete a billing address change. Can only be requested by the BRP/PAH

    1. Select Account from the magenta navigation bar.
    2. Select Manage Profile from the drop down.
    3. Click Account line summary carousel.
    4. Click Edit Billing Address.
    5. Select Billing address type United States, Foreign, or Military.
    6. Enter Attention (optional), Zip code, Address (cannot be P.O. Box), City and State.
    7. Click Validate.
    8. Confirm address entered is correct.
    9. Select Also use this address for E911 address and/or PPU (primary place of use) address if applicable.
    10. Select the applicable option under Apply to if your customer wants the update to apply to multiple subscribers.
    11. Click Continue.
    12. A confirmation message displays 'Billing address has been updated.'

    E911 address change

    Use these steps to complete an E911 address change.

    1. Select Account from the magenta navigation bar.
    2. Select Manage Profile from the drop down.
    3. Click Subscriber for the E911 address change in the line summary carousel.
    4. Click Edit contact information.
    5. Select saved PPU address, Saved billing address, or New address radio button on the left-hand side.
    6. Enter Attention (optional), Zip code, Address (cannot be P.O. Box), City and State for a New address. Click Validate.
    7. Click the Also use this address for PPU (primary place of use) address check box if applicable.
    8. Confirm address is correct.
    9. Click Continue or click Cancel to discard changes.
    10. Select Save changes.
    11. A confirmation message displays 'Contact information has been updated.'
    12. Read the 911 Disclaimer Acknowledgment to the customer.
    13. Repeat these steps for any other lines that moved.

      Edit PAH/PI

      Use these steps to edit the Primary Account Holder and/or the Primary Indicator on the account.

      Only the BRP/PAH can perform this change, review Primary Account Holder setup for details.

      1. Select Account from the magenta navigation bar. 
      2. Select Manage Profile from the dropdown. 
      3. Select the Account from the line carousel.
      4. Click Edit PAH / PI.
      5. Select either Change PAH / PI or Remove PAH.
      6. Select an eligible line from the table.
      7. Click Save changes.
      8. A confirmation message displays 'The PAH / PI has been updated.'

      Note: When editing an account with an existing T-Mobile ID PAH role, in some circumstances, account verification may briefly reflect both original and new PAH roles, review Primary Account Holder setup.

      PPU address change

      Use these steps to complete a PPU address change.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click Subscriber for the PPU address change in the line summary carousel.
      4. Click Edit contact information.
      5. Select New address radio button on the left-hand side.
      6. Enter Attention (optional), Zip code, Address (cannot be P.O. Box), City and State for a New address. Click Validate.
      7. Check 'Also use this address for E911 address' box if applicable.
      8. Confirm address is correct. Click Continue or click Cancel to discard changes.
      9. Select Save changes.
      10. A confirmation message displays 'Contact information has been updated.'

      Contact number change (Can Be Reached CBR)

      Use these steps to complete a contact number change (Can Be Reached CBR)

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click Account line summary carousel.
      4. Click Edit contact information.
      5. Enter Primary contact number, Secondary contact number, Ext. (optional).
      6. Click Save changes.
      7. A confirmation message displays 'Contact information has been updated.'
      8. Access Can be reached number: Samson steps to update contact information.

      Mobile number change

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      Use these steps to complete a mobile number change.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click Subscriber for the mobile number change in the line summary carousel.
      4. Click Change mobile number.
      5. Click New number radio button under Type of change column.
      6. Lookup available numbers by Area code > Prefix or by Zip code.
      7. Click radio button next to the first mobile number on the list under Available numbers column. Do not use the See More Numbers option, unless instructed by policy or leadership.
      8. Check the Waive mobile number change fee box and select a Waive fee reason in the drop-down if directed by policy.
      9. Click Continue.
      10. Confirm mobile number change details and cost with your customer.
      11. Click Confirm & checkout if everything is correct. Or click Cancel to discard any changes.
      12. Enter/review payment method details with your customer.
      13. Read the Payment agreement to your customer. Check Customer agrees to the Terms and Conditions box.
      14. Click Submit if everything is correct. The new mobile number appears on the Account Review screen. Or click Cancel to discard changes.

      Paperless billing

      Use these steps to manage paperless billing. CCan only be requested by the BRP/PAH.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click Account line summary carousel.
      4. Click Edit bill notification preference.
      5. Complete One-time PIN verification.
      6. Click Paperless billing to sign-up/edit bill notification preferences or Switch to paper bill to cancel paperless billing.
        • Sign-up/edit paperless billing
          1. Check Send email bill notifications and/or Send SMS bill notifications.
          2. Enter Email address for bill notifications, if applicable.
          3. Advise your customer SMS bill notifications will default to the primary line on the account and cannot be changed, if applicable.
          4. Click Save.
        • Switch to paper bill
          1. Click Summary (free) or Detailed $2 per month.
          2. Click Save.

      Port in request

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      Use these steps to complete a port in request.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click Subscriber for the port in request in the line summary carousel.
      4. Click Change mobile number.
      5. Click Port in radio button under Type of change column.
      6. Enter the Number to port in.
      7. Click Validate.
      8. Enter the Current carrier account number and Current carrier PIN/passcode. A message will display if the number is eligible or not eligible to port in.
      9. Review Port-in requests for customer advisements. Port-ins from an existing wireless carrier can take up to 24 hours and landlines can take up to 10 days to complete.
      10. Verify all information is correct. Click Submit to save changes. Or click Back to discard changes.

      Restore subscriber

      Use these steps to restore a subscriber from suspension.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Select Subscriber for the mobile number change in the carousel.
      4. Click Restore line under Status column.
      5. Select restore date in the calendar.
      6. Click Submit.

      SIM Protection

      Use these steps to add and remove SIM Protection.

      • Only the Primary Account Holder (PAH) can remove this feature, and they must use T-Life or website.
        • Escalations: When the PAH cannot remove SIM Protection in self-service, Care Team Managers and above can remove the feature.
      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop-down.
      3. Select Account or Subscriber from the line carouse.
        • An AU/BRP can add SIM Protection. Customers who want to remove it should use self-service, and if unable, Team Managers and above can send a One Time PIN (OTP) to the BRP/PAH and remove it.
      4. Click Edit SIM Protection.
      5. Select the check boxes for the lines the customer wants SIM Protection added on.
        • Team Manager and above: If the PAH cannot remove SIM Protection in self-service, clear the check boxes for the lines that need to have SIM Protection removed.
      6. Click Update Changes if everything is correct.
      7. A confirmation message will display ‘SIM Protection changes were successful.’
      8. Click Close.

      Suspend subscriber

      Use these steps to suspend a subscriber.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Select Subscriber in the carousel.
      4. Click Suspend line under Status column.
      5. Select Suspend reason.
        • Lost or stolen: Review suspension date, and advisement with your customer.
        • Seasonal: Select suspension date and restore date, additional lines to suspend (if applicable), and advisement with your customer.
        • Military: Select suspension date, review cancel date, and advisement with your customer.
      6. Enter Email address for suspend confirmation.
      7. Click Submit.

      Third-Party Billing Designee (New York Residents Only)

      For specific policy related questions, review Customer notifications.

      Use these steps to add a Third Party Billing Designee to New York Customers only. Can only be requested by the BRP/PAH

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click the Account box.
      4. Find the Third-Party Designee carousel.
      5. Click Add Designee.
      6. Enter the First and Last Name of the designee in the Name section.
      7. Enter Phone Number of the designee in the Contact Number section.
      8. Enter Mailing Address including Zip Code, City, and State in the Mailing Address section.
      9. Confirm address entered is correct.
      10. Enter the email address in the Email section.
      11. Select whether the email notifications should be sent in English or Spanish.
      12. Select whether the terms & conditions are in English or Spanish.
      13. Terms & Condition Sections must be read to both the customer AND the third-party designee.
      14. After reading the Terms, click the boxes confirming they have been read to each party.
      15. A confirmation message displays “3rd Party Designee has been added”

      Use these steps to edit a Third-Party Billing Designee to New York Customers only. Can only be requested by the BRP/PAH for the existing Designee on the account. Note: If a new Designee is being assigned follow “Remove Designee” then “Add Designee” Flows.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click the Account box.
      4. Find the Third-Party Designee carousel.
      5. Click Edit Designee button.
      6. Edit the Communication Method fields that need changed.
      7. Click Save Changes
      8. A confirmation message displays “3rd Party Designee has been updated”

      Use these steps to remove a Third-Party Billing Designee to New York Customers only. Can only be requested by the BRP/PAH for the existing Designee on the account.

      1. Select Account from the magenta navigation bar.
      2. Select Manage Profile from the drop down.
      3. Click the Account box.
      4. Find the Third-Party Designee carousel.
      5. Click Remove Designee button.
      6. Click Confirm
      7. A confirmation message displays “3rd Party Designee has been removed”