Account lookup: Atlas

1. From the Atlas home screen, select Lookup from the left bar.
2. Under Customer lookup, click Lookup.

• Search by the mobile number, account/BAN number, or verification token.
  Atlas can automatically detect which information you enter, without selecting a drop-down.
  

   

  To create a Verification token

  Once you are in the account and it's verified, from Toolbox, click Verification token. The token will be available in a pop-up window.

• Atlas requires 2-Factor Authentication (2FA) during account verification, such as account PIN, One-time PIN (OTP), and network verification (ANI verified).
  • If you need to resend an OTP to a customer, do the following:
    • Reselect the MSISDN from the drop-down
    • Click the radio button for the line selected
    • Click Send
• Cancelled accounts and non-voice accounts only require 1-Factor Authentication (1FA).
  • Verify with the account PIN.
  • For canceled accounts and non-voice accounts (HSI-only), OTP verification in Atlas can be sent to the paperless billing email address.
  • Note: Sensitive account changes still require 2FA (PIN + OTP).
• Atlas displays next steps needed for verification.
• For verification guidelines and steps, see Account verification: Care.
• If receiving a warm transfer from the Verification Team, use the Retrieve Verification link in the Atlas Verification screen to retrieve a token.

1. From the Atlas home screen, select Lookup from the left bar.
2. From the Search options drop-down, select T-Mobile ID Username / Email.
3. Enter email address > Search.
4. Select the account.
5. Select the caller's name in the Verify Caller and Information window.
6. Enter the customer's PIN/Passcode in the Account Password field > Verified.
   • If the customer was not ANI verified by the network, an OTP may also be required.

1. From the Atlas home screen, select Lookup from the left bar.
2. From the Search options drop-down, select Billing Name.
   • Search by exact/partial Billing Name and ZIP (required).
   • Billing Name search defaults to an exact match with option for wildcard search.
   • Enter at least two characters in Last Name and at least one character in First Name (no space for first character).
   • Character limits for search fields: Last Name (60), First Name (32), ZIP (5).
   • If more than 600 accounts are found, you'll be asked to update the name.
3. From the results, select the account.
4. Select the caller's name in the Verify Caller and Information window.
5. Enter the customer's PIN/Passcode in the Account Password field > Verified.
   • If the customer was not ANI verified by the network, an OTP may also be required.

1. From the Atlas home screen, select Lookup from the left bar.
2. From the Search options drop-down, select Business / Gov't Name.
   • Search by partial/exact Business Name.
   • Enter at least two characters in the Business Name field (no space for the first character).
   • If more than 600 accounts found, refine the search using ZIP/State options, update the name > Search.
3. From the results, select the account.
4. Select the caller's name in the Verify Caller and Information window.
5. Enter the customer's PIN/Passcode in the Account Password field > Verified.
   • If the customer was not ANI verified by the network, an OTP may also be required.

If the account is canceled and you’re unable to find it, see Archived Samson accounts.

See Memos & Special Instructions requirements for more information. 

View Special Instructions.

If the special instructions include special characters (such as &, %, $, etc.) Atlas may freeze when attempting to open the account. If this happens, use Samson. 

1. Search Customer.
2. Select the account.
3. See Special instructions in the Verification screen.

• Prepaid: Mobile number or SIM card number
• Billing Last Name
• Billing Name + ZIP Code
• Contact Number
• Federal Tax ID
• IMEI number
  • HSI Tip: If the text is too small, take a picture and zoom in to enlarge.
• Physical Address
• SIM card number
  • HSI Tip: If the text is too small, take a picture and zoom in to enlarge.
• SSN (Social Security number)

• Standard verification with PIN/passcode or with OTP. (If not ANI verified on the network, verify both PIN and OTP.)
• Dead air: Will auto-close and memo the account with Dead Air memo
• Retail access: RSL verification
• Unauthorized: Unauthorized caller
• Bypass: Access is determined by permissions and used when a customer isn't available.
  • Sensitive transactions still require an OTP after entering an account with bypass.
  • Bypassing OTP verification is determined by permissions and requires a valid business reason.

• For accounts verified within the Assisted Channel Support flow that do not have a T-Mobile ID, the T-Mobile ID creation model will display after proper verification.
• To manage T-Mobile ID roles and add Authorized Users, see Manage Profile: Atlas or Getting customers digital ready (self-service).

Voice Line:

1. Select the voice line from the dropdown menu.
2. Enter the customer's First name and Last name.
3. Click Create Profile to complete the request.

None Voice Line:

1. Select No customer line from the dropdown.
2. Enter the email for the customer.
3. Enter the customer's First name and Last name.
4. Click Create Profile to complete the request.

Use these steps to verify your customer if the option to send biometric push notification is shown on the Account Lookup Verification screen. The customer must call from their phone on the T-Mobile network, and the biometrics would be an alternative to the second factor of 2FA.

1. From Account Lookup Verification screen verify your customer's first and last name. PAH access or Full access radio button is pre-selected under Verify caller and information.
   • If their name matches the PAH or Full access name, continue to step 2. Note: They do not need to be listed as the BRP or AU to have access to the account if they are fully verified using biometric verification.
   • If their name does not match the PAH or Full access name, determine if they are a BRP/AU/Unauthorized to complete account verification by an alternate method.
2. Click Send to push biometric verification to your customer's device.
3. Advise your customer they will receive an alert on their device from T-Mobile to confirm their identity, and to let you know once they've completed verification on their device.
   1. Tap the T-Mobile notification at the top of your phone screen.
   2. Follow your device prompts to complete biometric verification (such as face or fingerprint scan).
   3. You will see a 'Confirmed' screen if your verification is successful. If unsuccessful a 'Whoops' message will appear.
      Note: If your customer did not see their notification, have them launch the application and check the Notifications icon at the top of the Home page.
4. Click Refresh once your customer has verified they have received the 'Confirmed' screen on their device.
5. Click Continue if biometric verification was successful. This will take you into the account, fully verified. Continue to step 6. if unsuccessful.
6. Review 'Biometric push notification failure message' and click Resend to try again or Back to verification to verify the account with PIN/Passcode by selecting Billing name or Authorized user(s) radio button.
   • A maximum of three failed biometric verification attempts is allowed.
   • Once three attempts have failed you must use a PIN/Passcode to verify your customer.

When biometric verification is unsuccessful use the information below to try and resolve the issue with your customer.

• Biometric push send failure
  • There was an error in sending biometric verification to your customer.
  • Try to resend the notification. If it doesn’t work, verify the PIN/Passcode.
• Biometric push verification failure
  • We are unable to verify your customer using biometric verification.
  • Try to resend the notification. If it doesn’t work, verify the PIN/Passcode.

• Maximum number of attempts reached
  • The maximum number of biometric verification attempts have been tried.
  • Use a PIN/Passcode to verify your customer.

• Account verification: Care
• Give feedback or report an issue: Atlas
• Known issues: Atlas
• One Time PINs
• Verification by account type