| Question | Answer / How to do it in Telgoo5 |
| How do I enroll a brand-new customer? | Prepaid/Postpaid Orders → New Enrollments. The flow mirrors the website buy-flow: customer info → plan → SIM/eSIM → payment → activate. |
| How do I bulk-activate a list of customers? | Prepaid/Postpaid Orders → Bulk Enrollments. Use the supplied CSV template. Errors return in the Bulk Process logs. |
| What does "Incomplete Enrollment" mean? | The order is started but missing required fields (e.g., port info, payment, ID). It will not provision until the missing fields are added. Open it from Incomplete Enrollments and fill in the gaps. |
| Can I tag a website enrollment with the IBO/sponsor that drove it? | Yes — pass the iboid query parameter on your buy-flow URL (e.g., ?iboid=13022023). Orders show up in the IBO ID Report (PC1032). |
| Why did the eSIM not allocate on the order? | The most common cause is upstream eSIM stock. Open a helpdesk ticket with the customer ID. If the customer has activated successfully but did not get the QR, fire the ESIM QR Code 4G notification manually via Resend Notification. |
| A customer entered an Account Number from their old carrier and the port-in keeps failing. What do I do? | Some carriers (Verizon, for one) issue both a billing account number and an OSP account number. Telgoo5 needs the OSP value. Have the customer call their old carrier and ask specifically for the "port-out account number" or check their MyVerizon page. |
| Can a customer switch from ACP to a regular prepaid plan inside Telgoo5? | Yes. There is a documented Customer Service workflow for moving an ACP/Lifeline customer to a paid prepaid plan. Use Quick Links → Plan Change and select the prepaid plan. ACP-specific exit steps run automatically. |