Status list

There are different enrollment status, which will help ST Agents to provide accurate information to applicants regarding their accounts. Below, you will find all the available status that an agent may encounter.

After the ST Agent gathers the applicant’s personal information and introduces it in the system, if there are no validation issues, the account will get into Pending status. This means that the application has been created successfully, but the necessary proofs to approve the application have not been received or processed yet.

In case that we have not received the necessary proofs, the Qualification Proof section will state that the proofs are Required. The same message will be displayed in case that we have received the applicant’s proofs, but they were deemed invalid. Whenever a valid proof is received, then the status of that proof will be Approved:

Once the necessary proofs have been approved, the status of the application will change to Qualified. This means that Safelink determined that the customer is eligible to receive the cell phone service, and in a period of 7 to 10 business days, the customer should be receiving the phone. If an account is in Enrolled status, this means that the customer should have already received the cell phone or is about to receive it. At this stage, the cell phone is already active and ready for its use.

It is possible that an application may get Rejected. This happens when an account has to be cancelled before getting to the Enrolled status. This could happen because some of the applicant’s personal information is incorrect; if the applicant is not interested in applying for the service anymore and decides to cancel the application or if there seems to be another Lifeline discount attached to their personal information or to the address provided.

It may also happen that an account that got Enrolled is cancelled afterwards. There are several reasons why this may happen: the account has not been renewed, the customer no longer receives the necessary Government Programs to keep the service; the customer’s income exceeds the maximum income allowed, etc. In any of these cases, the account will be shown as De-Enrolled:

If an application gets Unqualified, it means that the applicant was not deemed eligible for the service. This may be due because they were found receiving another Lifeline discount, because the ST Agent tried several times to provide proofs and they were deemed invalid, or because the applicant's personal information is invalid: