Safelink Support - Templates
Opening – Initial response
Hi there/First Name,
Thank you for contacting Quest Support.
Let me check and get back to you shortly.
Best regards,
Opening (Spanish requester)
Hola/Hola First Name,
Gracias por comunicarse con el Soporte de Quest.
Para brindarle una mejor asistencia, escalaremos su caso al equipo de asistencia en español, quienes se comunicarán con usted a la brevedad.
Saludos cordiales,
Closing – Solved status
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Closing – No response
Since we haven't heard anything back from you, we will close your ticket. If you would like to provide an update or require more time to work through our latest comment, simply reply to this email and let us know.
Please, reach us back if you need further assistance.
Best regards,
HIPAA Compliant
Please refrain from sending any personal information/password for security purposes. This is not HIPAA compliant and could lead to sanctions for all parties involved.
Best regards,
Support Team scope
Hi there/First Name,
Unfortunately, this is out of our scope. Please note that the Support Team provides assistance through e-mail regarding Vault/Quest app matters, enrollment or proof status, and issues related to these tools.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Duplicate Email
EN:
Hi there/First Name,
Please refrain from sending duplicate requests for assistance. Your concern was already handled in a separate email with ticket #XXXXXXX.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
SP:
Hola________,
Su solicitud está siendo analizada en un correo electrónico previamente recibido (Ticket #__________). Por favor, evite enviar solicitudes de asistencia duplicadas, ya que esto solo retrasa el proceso de análisis y resolución de las mismas.
Por favor, no dude en contactarse si necesita asistencia.
Saludos cordiales,
User Account Locked
Hi there/First Name,
Your user account is now unlocked. Kindly try to log in one more time entering the correct credentials to avoid getting the account locked again.
Please, reach us back if you need further assistance.
Best regards,
Access Issues
Hi there/First Name,
Upon checking, your account is active on our end. Kindly double-check your username and password before you try to log in again. If the issue persists, please provide a screenshot of the error.
Please, reach us back if you need further assistance.
Best regards,
Troubleshooting instructions
Hi there/First Name,
In order to fix the issue, please try the following troubleshooting steps:
- Log out from the application.
- Clear all cache, cookies, and history from the browser.
- Try to log back in.
Also, it is important to keep a strong mobile connection, or even better, a good wireless connection when creating applications.
If the issue persists, please uninstall and reinstall the application and try through another device.
Let me know if it works.
Best regards,
Password Reset instructions
Hi there/First Name,
Your account is fully active on our end. The username and email address associated with your profile are:
- Username: xxxxxxxxx
- Email: xxxxxxx@xxxxx.com
In case your password does not work, a new password will have to be created. To reset your password simply:
- Select "Forgot/Change your password" from the login screen.
- Enter the email address associated with your account which is (xxxxxxx@xxxxx.com).
- You will receive a reset password e-mail. Please, click on the link and follow the instructions.
In case you don’t receive the email, give it another try by clicking "Please Resend" before closing the pop-up message. The email may be incorrectly rerouted to your SPAM folder, so please make sure to check that as well.
If your new password meets the security requirements, a pop-up will display the following message: “Congratulations. Your password has been updated”.
Please reach us back if you need further assistance.
Best Regards,
Pending Training
Hi there/First Name,
Upon checking, the status of the account is Pending Training - Course and test assignation for the candidate to move forward towards becoming an agent. Please reach out to your Agency regarding this matter.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Pending Extended Profile
Hi there/First Name,
The status of your account is Pending Extended Profile. This part of the Onboarding process is conducted within your Agency and the corresponding department in Safelink. Please reach out directly to your Team Manager or Agency for questions or inquiries related to this.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Pending Authentication Call
Hi there/First Name,
Upon checking, the status of your account is ‘‘Pending Authentication Call’’, reason why you're unable to log in. Please call the Authentication line at 1-888-848-8348. They are open from 8:00 AM to 8:00 PM EST, from Monday to Saturday. They don’t operate on Sundays.
Once authenticated, the promo code will be enabled.
Please, reach us back if you need further assistance.
Best regards,
Pending BGC
Hi there/First Name,
Upon checking, the account status is Pending BGC Authorization and Disclosure - Authorization provided by the candidate to perform the Background Check. Please refer to your Agency regarding this matter.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Suspended Profile
Hi there/First Name,
To get further assistance with your profile, please reach out to your Team Manager/Agency.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
RAD ID inquiry
Hi there/First Name,
Upon checking, the RAD ID is not linked to your account, reason why you are unable to log in. Please reach out directly to your Agency who will be the one to coordinate with Safelink for the needed process on this matter.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
RAD ID inquiry (requested by Agency Manager)
Hi there/First Name,
Upon checking, the agent's RAD ID is not linked to the account, reason why they are unable to log in. Please reach out directly to Safelink for further assistance on this matter.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Onboarding process
Hi there/First Name,
The onboarding process is conducted within your Agency and the corresponding department in Safelink. Please reach out directly to your Agency for any questions or inquiries regarding this.
Please do not hesitate to reach out if you have any other concerns.
Best Regards,
Credentials used in Vault instead of the Quest app
Hi there/First Name,
It seems that you are trying to log in to a different website/application. Kindly close the window and log in to the Quest app.
For reference, here is the link to download the Quest application:
https://tracfone.quest.emerios.com
Please do not hesitate to reach out if you have any other concerns.
Best regards,
NLAD Downtime Issues
Hi there/First Name,
Please be informed that the National Lifeline Accountability Database (NLAD) which includes the National Verifier (NV) is currently having issues that cause delays in the NatVer approval of the EIDs.
Thank you for your patience in this matter.
Best regards,
Quest app/Vault Downtime Issues
Hi there/First Name,
We have been informed that there's a known issue in the Quest App/Vault tool. It is already being reviewed by the dedicated team and we will provide an update as soon as possible.
Thank you for your patience and understanding on this matter.
Best Regards,
Proof Approval Delay
Hi there/First Name,
The high volume of documents to be reviewed can cause a small delay in the approval process since the BO Team manually reviews each document. But rest assured that they are doing their best to do it as fast as they can. Thank you for your patience on this matter.
Please do not hesitate to reach out if you have any other concerns.
Best Regards,
Proof Inquiry
Hi there/First Name,
Here are the acceptable proofs of ______________ for your reference:
- _____________________________________
- _____________________________________
- _____________________________________
I hope this helps.
Please do not hesitate to reach out if you have any other concerns.
Best Regards,
Invalid Proof
Hi there/First Name,
Upon checking, the ___________ proof was rejected because _________________________. Please submit a ______________________________________________.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Proof incorrectly rejected
Hi there/First Name,
Upon reviewing the enrollment, the proof submitted was incorrectly rejected. It should have been approved. Since we do not process proofs, I suggest you to kindly resubmit other valid and updated proof for __________ that matches the information entered in the application.
Rest assured that this will be escalated to the proper department. As soon as we receive feedback from them, we'll let you know.
Thank you for your patience and understanding on this matter.
Please, reach us back if you need further assistance.
Best Regards,
EID Inquiry: Enrolled/Qualified Status
Hi there/First Name,
Upon checking, all proofs were approved. The enrollment is now Enrolled/Qualified. Kindly refresh the system for the updated status and proceed with the activation process.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
EID Inquiry: Pending Status
Hi there/First Name,
Upon checking, all proofs are still required/there are proofs yet to be submitted. If the proofs have already been submitted, please give the dedicated team the time to process them.
Thank you for your patience in this matter.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
EID Inquiry: Rejected Status
Hi there/First Name,
Upon checking, the enrollment was already rejected. You may now create a new enrollment for the applicant.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
EID Inquiry: Pending CALAD approval
Hi there/First Name,
Upon checking, CALAD has not finished the approval process yet. This is the last step of the customer’s validation process and CALAD doesn't have a specific time frame for it.
Thank you for your patience on this matter.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
EID Inquiry: Pending NLAD Approval - Required (APPLICATION_NOT_FOUND and APPLICATION_NOT_COMPLETE) status
If you created a NatVer application before creating the Quest Enrollment, please reject the Quest enrollment and then create a new one. The Quest App will provide you a link that will redirect you to the NatVer site. Please, follow the step-by-step instructions to get the Enrollment Qualified.
Please, don't hesitate to reach us back if you need further assistance.
Cancellation/Transfer of ACP benefit (customer request)
Hi there/First Name,
As of June 1st, 2024, the Affordable Connectivity Program (ACP) ended, and ACP consumers will no longer receive this benefit unless Congress decides to provide additional money to fund ACP. The ACP National Lifeline Accountability Database (NLAD) was changed and it now prevents ALL providers from de-enrolling, verifying, transferring, or updating any ACP enrollments. So no action is required by the customer to de-enroll in ACP.
Customers are encouraged to call or email their congressional representatives and ask them to fund ACP.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Cancellation reason
Hi there/First Name,
In order to proceed with the cancellation, could you please confirm the reason why this enrollment needs to be cancelled? Does the customer want to reapply?
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Rejection/Cancellation Request
Hi there/First Name,
The enrollment is now rejected/cancelled as requested. You may now create a new enrollment for the applicant.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Cancellation requested by the applicant/beneficiary
Hi there/First Name,
Upon checking, the status of the application is Enrolled. Please note that for those enrolled accounts that need to be canceled, you may contact Customer Care at 1-800-723-3546 - Monday - Saturday, 8:00 AM to 10:00 PM, EST.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Vetting Team referral
Hi there/First Name,
For further assistance, you may reach out to the Vetting Team at 1-888-848-8348 (Mon to Sat – 8AM to 8PM EST).
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Tech Support referral
Hi there/First Name,
You may reach out to the Technical Support team at 1-800-378-1684 – 8:00 AM – 12:00 AM EST (7 days a week) for further assistance.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
On-Site Activation expired
Hi there/First Name,
Upon checking, the enrollment got Unqualified because the On-Site Activation enrollment has expired since no qualification nor phone activation was received in the expected timeframe. Please try to create a new application and follow the specific timeframe for the On-site activation process.
Please, reach us back if you need further assis
Best regards,
Incorrect queue
Hi there/First Name,
You may report your concern directly to boostsupport@emerios.com for further assistance.
Please do not hesitate to reach out if you have any other concerns.
Best regards,
Device specifications
Hi there/First Name,
To solve this issue and escalate it to the proper department that handles this kind of technical problem, please provide the following:
- Device brand and model
- Operative System version
- Is this issue happening with all enrollments or just one?
Best regards,
Connectivity issues
Hi there/First Name,
Kindly confirm if this issue is happening with all enrollments. In addition, please note that it is important to keep a strong mobile connection, or even better, a good wireless connection when creating applications. Kindly check the connectivity by trying to access other pages. In case you are in an enclosed location, please try to go to an open place and see if the connection improves.
If the issue persists, please contact us back for further assistance.
Best regards,