HK Verification

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

We allow to skip our security protocols and do simple verification over the phone ONLY for HK in case if they need:

SIM Swap
Device Troubleshooting
Please make sure to follow this protocol for SIM Swaps:
OTP: You need to change HK email address to techsupport@usmobile.com to get the OTP and then change it back to HK email after SIM Swap is completed
  1. Calls Team gets a call to a dedicated HK line from anyone saying he / she is related to Herman Kittle and needs help with SIM swap.
    They can call SIM Swap as SIM Activation.
  2. Calls Team transfers the call to TL or ATL.
  3. TL or ATL checks this google sheet for shipped SIMs.

    If SIM is in this google sheet and the reason for shipment is SIM Swap -> PSS goes to Step 4.

    If SIM is in NOT in this google sheet -> PSS advises the customer to send an email to logistics@usmobile.com and bring this case to Logistics Team's attention.
  4. TL or ATL confirms the property name and property address from this google sheet.
  5. TL or ATL changes HK email address to techsupport@usmobile.com and sends OTP.
  6. TL or ATL receives OTP in Troubleshooting folder.
  7. TL or ATL checks network for SIM card

    Super LTE: click on Verizon -> Change Sim Card and fill in the info (OTP, Old ICCID = current ICCID with the active number, New ICCID = new SIM card received by the customer)
  8. TL or ATL changes HK email address back to hermanandkittleprop@gmail.com
  9. TL or ATL lets the customer know that SIM Swap was processed.
  10. TL or ATL leaves a comment on both new and old SIM Card pages and Subscriber profile's page. Here's the template:
    Request: SIM Swap
    [Old ICCID] swapped to [new ICCID]
    Verification: TalkDesk Link
Please make sure to follow this protocol for Device Troubleshooting:
  1. Calls Team gets a call to a dedicated HK line from anyone saying he / she is related to Herman Kittle and needs help with Device Troubleshooting.
  2. PSS confirms the property name and property address from this google sheet.

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