Account and customer management

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

This section covers the standard account and line lifecycle policies.

It also lists what customers can do in self-care versus what requires agent support.

Account management (BAU policies)

Ref	Feature / event	Policy	Cost	Notes
9.01	Brand SSO login	Yes	NA	Customers use the brand’s login to access all Reach touchpoints.
9.02	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.
9.03	Port-out disconnection	Allowed	NA	No mid-cycle refund for port-out.
9.04	Secondary line My Account access	Read only	NA	Secondary lines can view only their own line activity.
9.05	Cancel order	Yes	NA	Before SIM shipment: cancel immediately. After shipment: order can’t be cancelled.
9.06	Account ID sync-up	Yes	NA	Supports brand account ID sync for HSI bundle management.
9.07	New number assignment	Yes	Per fee schedule	Customer can choose a new number during activation.
9.08	Port-in	Yes	NA	Customer can port an existing number during activation.
9.09	Primary line disconnection / port-out	Yes	NA	A secondary line auto-becomes primary. If no secondary exists, all lines disconnect at cycle end.
9.10	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.

Customer self-care capabilities

Customers manage most day-to-day actions in self-care.

International services are not available in self-care and require agent help.

Module	Available	What customers can do
Plan management	Yes	View plan details. Request upgrade, downgrade, or data top-up.
Usage	Yes	View detailed, real-time usage by service type per line.
Profile management	Yes	Update profile details (name, address, contact info).
Billing	Yes	Manage cards: add and delete.
Payment	Yes	View invoices and full payment history.
International services	No	IR/ILD management requires agent assistance.
Data top-up	Yes	Purchase top-ups and view top-up history and remaining balance.

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.

Login options

Brand SSO is the only supported login method.

Login method	Supported	Notes
Email / password	No	Not supported.
Apple sign-in	No	Not supported.
Facebook login	No	Not supported.
Google login	No	Not supported.
Brand SSO	Yes	Uses the brand’s existing customer credentials.

Brands must have SSO integration completed before go-live.

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.

Questions or clarification? Reach out to your respective account manager or email at [email protected]