NLAD Address Update Process
Regular Address Validation
Whenever there was an address update, they used to be rejected by NLAD, because that information did not match with the one on their records. From now on, address updates will no longer be rejected by NLAD. Instead, after introducing the new address on the SafeLink side, the address needs to be updated in NLAD. If any errors are received during the enrollment creation, the applicant will need to go to resolve them with the National Verifier.
Once the consumer has successfully resolved their address errors through the National Verifier, the address resolution process will be complete, and no further action will be required by the consumer or service provider. USAC will de-enroll consumers that fail to resolve errors associated with their address update within 30 days. This means that if there is an address mismatch between SafeLink and NLAD, the enrollment will be created, but the applicant will need to get the address issue resolved or their benefit will be terminated once the 30 days are elapsed.
Consumers will have the option to resolve their errors either through the NatVer portal (recommended) or by mailing in the necessary information to USAC’s Lifeline Support Center.
Note:This process only affects NLAD states.
If customers try to perform the address change through the website, the following message will be displayed:
Your information was successfully updated.
Nevertheless, you will need to provide address proof in the National Verifier Portal in order to continue receiving the benefit. Please, go to the National Verifier Portal and follow the instructions to submit the proof.
On the other hand, if a callcenter agent tries to perform the update through CSR, the following messages will be displayed:
Address was successfully updated.
Nevertheless, the applicant will need to provide address proof in the National Verifier Portal in order to continue receiving the benefit. Please, ask the applicatn to go to the “acpbenefit.org” and follow the instructions to submit the proof.
Tribal Validation
Whenever an enrollment address is updated, the system will validate that the new address tribal condition matches the enrollment’s tribal flag. This means that:
- If the enrollment was created with a tribal flag, any non-tribal address will be invalid.
- If the enrollment was created without tribal flag, any tribal address will be invalid.
If this validation finds that the address is not valid, an error message will be shown, and the applicant will be prompted to review and modify the address, if applicable. But if the address is correct and the issue is that the customer moved from non-tribal area to a tribal area, or vice versa, they will not be able to perform the edition. For these cases, CSR agents will de-enroll the applicant and re-enroll them with the new address, so the new enrollment has the right plan for the tribal/non-tribal area.
If the customer faces this issue while trying to introduce the address through the website, the following message will be displayed:
We could not update your address
If you have moved away from or into a tribal area, please contact our Enrollment Support phone number at 1-800-SafeLink (723-3546) and a representative will assist you.
As previously stated, CSR agents must not update the address, because the applicant tribal condition has changed. Instead of editing the address, they must de-Enroll and re-enroll the applicant with the new address. The new enrollment will have a different plan.
If CSR agents try to perform the address update through CSR, the following message will be displayed:
Address could not be updated.
Applicants that have moved away from or into a tribal area, will need to be de-enrolled and reapply in the new address.