Advantage Program Re-verification Process FAQs

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1 GENERAL QUESTIONS Advantage Program Q: Why am I being asked to validate my discount eligibility? A: We validate eligibility on a recurring basis to ensure you are receiving the appropriate benefit for your service. Q: I m already part of the Advantage Program, what s changing for me? A: Once you have successfully verified that you qualify for the Advantage Program, nothing at all. You will continue to receive your monthly discount while you remain eligible. Q: How do I know I need to confirm my eligibility? A: Customers who are required to validate their eligibility will receive a postcard in the mail or a text message requesting them to verify their eligibility for the Advantage Program. If you did not receive a postcard or a text message with this request, you do not need to confirm eligibility at this time. Q: How long do I have to confirm my eligibility? A: The validation deadline will be clearly indicated in the postcard and text messages. Q: What happens if I don t confirm my eligibility? A: If you don t successfully confirm your continued eligibility by the deadline, your discount will automatically be removed. Q: What if I changed organizations? A: If your new organization 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 will not be able to re-verify your eligibility and your discount will automatically be removed once the verification period has closed. Q: I changed organizations and my current organization doesn t have an Advantage Program discount. Will I have to re-pay the discount that I received after I left? A: No, you will not have to re-pay the discount you have received. The discount will simply be removed after the verification deadline. Q: I had to submit proof of affiliation when I first signed up. Why am I being asked to do this again? A: We regularly validate affiliation to an Advantage Program organization to ensure you are receiving the correct benefit for your service. Q: I work for a participating organization as a contractor; will I still be eligible for a discount? A: 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 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. Q: I want to add my current employer to the Advantage Program. How can I do so? A: Please submit a request to have a T-Mobile Advantage Program Representative contact you by visiting and filling out the request form.

2 SUBMISSION PROCESS QUESTIONS Q: Where can I find my T-Mobile Billing Account Number? A: Your T-Mobile Billing Account Number is a 9-digit number found at the top of your past bills. To learn more learn how to find your account number, please visit: Q: My information cannot be found. Why? A: 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 postcard in the mail or a text message 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. Q: Why do I need to re-verify with a work or by uploading documents? A: 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, a copy of your pension check or a copy of a document proving active military or veteran status (e.g. DD12 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. Q: How do I know the information on my uploaded document will be safe? A: 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. Q: How do I take a photo and upload an image of my paystub or other supporting document? A: 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 desktop or laptop 1. 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. 2. Go 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. 3. Under the Upload an existing file option, click on the Browse button. 4. 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. 5. Complete the remaining steps on the webpage. Method B: From your mobile device 1. Go 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. 2. Under the Take a picture option, click on the Browse button. 3. Follow the prompts and steps on your mobile device to take a picture and complete the image upload. 4. Complete the remaining steps on the webpage.

3 Q: Is there any other way to re-verify without providing either a work or documentation on this website? A: Yes, you can print the form at the end of this document, fill in the information, and fax to Q: I was told I should have received an with a confirmation link in it, but I haven t. What do I do? A: 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 re-verification flow on the website again Make sure your inbox isn t full 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. Q: What if the company on my paystub doesn t match the company through which I get my discount? A: 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. Q: I accidentally submitted the wrong documentation. What should I do? A: Please use the website to resubmit. Q: I am now a retiree of a participating organization and no longer have an address or paystub with them. Am I still able to re-verify? A: Yes, you can still re-verify by submitting a pension check from the last 90 days that lists your first and last name as well as the name of an organization that participates in the Advantage Program.

4 POST-SUBMISSION QUESTIONS Q: What happens after I ve uploaded my documents? A: 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. Q: 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? A: Yes, as long as you submit valid documentation within the validation window your discount will continue, even if the documentation is being reviewed past the validation window. Q: Is there any way for me to check my verification status? A: Yes. Just return to the verification website and click the check my status link. Q: 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? A: If you do not see our in your inbox, try the following: Check your junk/spam folder and filter settings Make sure your inbox isn t full Contact T-Mobile to find out additional details by visiting

5 ADVANTAGE PROGRAM RE-VERIFICATION FORM Your Name Your Mobile Number Your Company Name or Affiliated Organization Address (if you want confirmation) To re-verify your eligibility, please also provide a recent paystub (within 90 days) that clearly shows your name and the company name. You should black out all sensitive information. If your paystub lists the name of a company other than the one through which you receive your discount (e.g. parent or franchising companies), please clarify by noting the name of the participating company. Military customers can provide paperwork showing their active or retired status. Your request will be processed within 10 days. We will confirm via if you provide an address. Please fax to: