SIM_Change of Ownership

Maryam Qureshi Updated by Maryam Qureshi Permissioned article This article is internal and cannot be seen by public viewers.

Helpful Canned Responses

"Ownership Change - Account Owner Accepting Transfer of the Number to their Account"
"Ownership Change - Line Owner Transferring the Number out of their Account"

These canned responses can be used by you for sharing the required ownership transfer forms and instructions accordingly.

For situations where the customer requests to transfer a line from their account to a different person's account:

  1. A customer gets in touch with support asking to transfer a line to or from their account
  2. PSS will verify the following details with the customer:
  • MDN which has to be transferred
  • Name and email Id of the Transferor
  • Name and email Id of the Acceptor
  1. PSS will then send the Ownership Change forms to the customers (Transferor & Acceptor). The Ownership Change forms are hyperlinked in the respective canned responses. Use canned response only.
Note: send the Ownership Change forms only via email. If a customer comes on chat requesting an Ownership Change/Line transfer, confirm the above mentioned details and only email the forms. Do not send them the Ownership Change forms on chat.
  1. When emailing the Ownership Change forms, simultaneously email the customers (Transferor & Acceptor) an OTP from the subscriber profile page. The OTP is a vital part of the Ownership Change process without which the customers request to change ownership of an MDN cannot be processed. Make sure both OTPs sent are different.
You should send an OTP from Subscriber Profile on AP, by clicking "Send an Email" (NOT send OTP in SIM profile). You will have to write the whole email and will need to invent 6 digit number (except for 123456 or 000000 or 1111111)
  1. If OTP was sent -> You should put the OTP number on the Subscriber profile page comment section AND put a note on the Front saying the OTP number is XXXXXX.
  2. Responses from both forms will be verified and if the info matches, the Team Leads will move the line to the new owner's account and send an email to both customers confirming the transfer.
  3. If the information does not match on the forms, customers will be emailed to verify the information by Hassan Riaz, Maryam Qureshi OR Gohar Ayoub.
  4. If the customer verifies or responds to the change of ownership verification emails -> Forward the request to Maryam Qureshii, Hassan Riaz and Gohar Ayoub by tagging them under the comments section.

For situations where it is the SAME customer transferring a line to their new or another account:

  1. PSS will first verify the email addresses of both accounts.
  2. PSS will then verify the following three things on both accounts:
  • The name of the customer matches/is the same on both accounts
  • The billing address on both accounts is the same
  • The credit on file is the same for both accounts.
  1. If the above mentioned information checks out then PSS can proceed to send OTPs on both accounts. There is NO need to send the Ownership Change forms to the customer as it has been verified that both the accounts indeed belong to the same customer/individual.
The OTP is a vital part of the Ownership Change process without which the customer’s request to change ownership of an MDN cannot be processed. 
  1. The OTPs are any six-digit combination of numbers that can be created by the PSS. The OTPs need to be sent on both the accounts of the customer. You should send an OTP from Subscriber Profile on AP, by clicking "Send an Email" (NOT send OTP in SIM profile). You will have to write the whole email and will need to invent a six-digit number (except for 123456 or 000000 or 1111111). Make sure both OTPs sent are different.
  2. When the OTP is sent, make a comment on the subscriber page mentioning the OTP. Making a comment is an absolute necessity as when the customer verifies the OTP, it will be cross-checked from the comments.
  3. The customer may either verify the OTPs from one of their two US Mobile registered emails linked to their two accounts or if the customer is on chat, they can verify the OTPs on chat.
  4. Once both OTPs are verified, then PSS can proceed to make the transfer themselves ONLY under the supervision of a TL or Hassan Riaz, Gohar Ayoub OR Maryam Qureshi.
It is important to note that if either one, two or all of the three things don’t match on both accounts: name, billing address & credit card then PSS will have to send the ownership change forms on both emails and the OTPs from the subscriber page. The customer will have to fill out the forms and submit them for processing!

How did we do?

SIM_Cancellation of Services

SIM_Features Guide

Contact