> For the complete documentation index, see [llms.txt](https://docs.reachplatform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.reachplatform.com/core-product-structure/product-catalog-offering/account-and-customer-management.md).

# 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.       |

<figure><img src="https://3494749437-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsUFPSUngLZrTzBOau55s%2Fuploads%2FmKLPNp2BlUOt6eWCzyrv%2Fimage.png?alt=media&amp;token=df9f8eaf-5d32-4c42-b5ab-2743de518487" alt=""><figcaption></figcaption></figure>

### Account management (BAU policies)

<table><thead><tr><th width="131.57421875">Feature / event</th><th width="89.96484375">Policy</th><th width="93.57421875">Cost</th><th>Notes</th></tr></thead><tbody><tr><td>Brand SSO login</td><td>Yes</td><td>NA</td><td>Customers use the brand’s login to access all Reach touchpoints.</td></tr><tr><td>Voluntary disconnection</td><td>Yes</td><td>NA</td><td>Disconnection happens at end of billing cycle. No mid-cycle refunds. Primary/secondary swap must be done before disconnecting a primary line.</td></tr><tr><td>Port-out disconnection</td><td>Allowed</td><td>NA</td><td>No mid-cycle refund for port-out.</td></tr><tr><td>Secondary line My Account access</td><td>Read only</td><td>NA</td><td>Secondary lines can view only their own line activity.</td></tr><tr><td>Cancel order</td><td>Yes</td><td>NA</td><td>Before SIM shipment: cancel immediately. After shipment: order can’t be cancelled.</td></tr><tr><td>Account ID sync-up</td><td>Yes</td><td>NA</td><td>Supports brand account ID sync for product bundle management.</td></tr><tr><td>New number assignment</td><td>Yes</td><td>Per fee schedule</td><td>Customer can choose a new number during activation.</td></tr><tr><td>Port-in</td><td>Yes</td><td>NA</td><td>Customer can port an existing number during activation.</td></tr><tr><td>Primary line disconnection / port-out</td><td>Yes</td><td>NA</td><td>A secondary line auto-becomes primary. If no secondary exists, all lines disconnect at cycle end.</td></tr><tr><td>Primary–secondary swap</td><td>Yes</td><td>NA</td><td>Swap is allowed at any time.</td></tr></tbody></table>

### 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.

<figure><img src="https://3494749437-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsUFPSUngLZrTzBOau55s%2Fuploads%2FECXevQkYLpuPdo1wEq9R%2Fimage.png?alt=media&amp;token=10f6bf0e-e916-44a5-a11d-c29cd0321a61" alt=""><figcaption></figcaption></figure>

### 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.

<table><thead><tr><th width="125.17578125">Service</th><th width="94.97265625">75% alert</th><th width="99.171875">90% alert</th><th width="98.44921875">100% alert</th><th>Notes</th></tr></thead><tbody><tr><td>Data usage</td><td>Yes</td><td>Yes</td><td>Yes</td><td>Alerts at 75%, 90%, and 100% of high-speed usage.</td></tr><tr><td>Data top-up usage</td><td>Yes</td><td>Yes</td><td>Yes</td><td>Separate alerts for top-up usage.</td></tr><tr><td>Voice</td><td>NA</td><td>NA</td><td>NA</td><td>Unlimited service. No alerts.</td></tr><tr><td>SMS</td><td>NA</td><td>NA</td><td>NA</td><td>Unlimited service. No alerts.</td></tr></tbody></table>

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**

{% hint style="info" %}
Questions or clarification? Reach out to your respective account manager or email us at <account-desk@reachplatform.com> for help and support.
{% endhint %}


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