Account and customer management

Account lifecycle rules, self-care capabilities, identifiers, login, and usage notifications.

Overview

This section defines how customer accounts are structured, how lines behave across their lifecycle, and what actions are available to customers in self-care versus agent-assisted flows.

Account & Line Structure

Each customer is organized under a single account.

An account includes:

• One Primary Line (required)
• Zero or more Secondary Lines (optional)

Primary line

• Acts as the anchor of the account.
• Required to create and maintain the account.

Secondary lines

• Additional lines under the same account.
• Can have their own plans and usage.
• Cannot exist without an active primary line.

Key rules

• An account must always have a primary line.
• Secondary lines depend on the primary line for account validity.

Account vs Line-Level Scope

Account-level

• Login and access
• Account ownership
• Billing relationship

Line-level

• Activation and reactivation
• Plan and add-ons
• Usage and alerts

Key Concepts

Concept	Definition
Account	A customer profile that holds one or more lines.
Line	A mobile connection with its own number (MDN), plan, and usage.
SIM	Enables a device to access a line on the network.
Inventory	SIMs that are available but not yet assigned or activated.
Provisioning	Preparing a line with the network for activation.
Activation	Assigning an MDN and making the line active on the network.
Usage	Consumption of services once the SIM is used on a device.

Account management (BAU policies)

Feature / event	Policy	Cost	Notes
Brand SSO login	Yes	NA	Customers use the brand’s login to access all Reach touchpoints.
Voluntary disconnection	Yes	NA	Disconnection happens at end of billing cycle. No mid-cycle refunds. Primary/secondary swap must be done before disconnecting a primary line.
Port-out disconnection	Allowed	NA	No mid-cycle refund for port-out.
Secondary line My Account access	Read only	NA	Secondary lines can view only their own line activity.
Cancel order	Yes	NA	Before SIM shipment: cancel immediately. After shipment: order can’t be cancelled.
Account ID sync-up	Yes	NA	Supports brand account ID sync for product bundle management.
New number assignment	Yes	Per fee schedule	Customer can choose a new number during activation.
Port-in	Yes	NA	Customer can port an existing number during activation.
Primary line disconnection / port-out	Yes	NA	A secondary line auto-becomes primary. If no secondary exists, all lines disconnect at cycle end.
Primary–secondary swap	Yes	NA	Swap is allowed at any time.

Reactivation policy

Disconnected lines can be reconnected for up to 30 days.

Within that window, the customer can typically reclaim the same number and (in some cases) reuse the SIM.

After 30 days, the number is recycled and cannot be recovered.

Scenario	Allowed	Cost	Conditions / notes
Reactivation — voluntary disconnection	Allowed	$0	New bill cycle starts (primary line only). Old physical SIM can be reused within 30 days. After 30 days, the old SIM and number cannot be reused.
Reactivation — non-payment suspension	Allowed	$0	Same rules as voluntary disconnection.
Reactivation — post port-out	Allowed	$0	New bill cycle starts (primary line only). Old physical SIM or eSIM cannot be reactivated.

Line Status & Lifecycle

Each line moves through defined states:

Status	Meaning
Active	MDN is assigned and the line is active on the network.
Disconnected	Line is no longer active and cannot be used.
Reconnectable	Line can be reactivated within 30 days of disconnection.

Available actions depend on the current status of the line.

Customer Actions & Support Model

Customers can manage standard actions through self-care.

These include:

• Plan changes, based on policy
• Add-ons and top-ups
• Line-level management
• Usage tracking

Agent support is required for:

• International services
• Restricted or policy-controlled actions

Availability of actions may vary by brand configuration.

Activation identifiers

SIM type	Activation identifier	Notes
Physical SIM	Barcode	Scanned during activation. Included in the physical SIM kit.
eSIM	QR code	Delivered digitally. One QR code per customer for reactivation scenarios.

Activation (what it means)

Activation is the step where:

• A mobile number (MDN) is assigned
• The line becomes active on the network

To use the service on a device:

• A pSIM must be inserted, or
• An eSIM must be installed

Login & Access

Both SSO and non-SSO login methods are supported.

SSO (Single Sign-On)

• Enables login through brand systems.
• Requires integration prior to go-live.

Non-SSO login

• Standard login method when SSO is not implemented.

Login method is defined at the brand level.

Usage alerts and notifications

Customers receive automated notifications as they approach and hit data thresholds.

This applies to base plan data and purchased top-ups.

Service	75% alert	90% alert	100% alert	Notes
Data usage	Yes	Yes	Yes	Alerts at 75%, 90%, and 100% of high-speed usage.
Data top-up usage	Yes	Yes	Yes	Separate alerts for top-up usage.
Voice	NA	NA	NA	Unlimited service. No alerts.
SMS	NA	NA	NA	Unlimited service. No alerts.

Alerts are automatically triggered based on usage thresholds.

Customers are notified when they are approaching and when they reach their limits.

This applies to both base plans and add-ons.

Key System Principles

• A line exists independently of the SIM
• A SIM enables device access, not line creation
• Activation and device usage are separate steps
• Account structure defines dependencies between lines
• Line behavior is determined by its current lifecycle state

Questions or clarification? Reach out to your respective account manager or email us at [e-mail] for help and support.