| Question | Answer / How to do it in Telgoo5 |
| When do I use Simple Restore vs. Purchase Plan? | Simple Restore = bring the line back on the existing plan, charge the next renewal at the next bill cycle. Purchase Plan = pay for a new plan today and restart immediately. Use Simple Restore for a customer who paid late but wants to keep their current plan; use Purchase Plan if the plan has expired or the customer wants something different. |
| A customer is in Inactive status — what does the restore actually cost? | If you restore from Inactive, there may be a cost incurred by the customer. The original MDN may already have aged out at the carrier. Always check carrier availability before promising the customer their old number back. |
| Can a customer suspend their line for a vacation? | Yes — Customer-Requested Suspend. Quick Links → Suspend, choose the customer reason. Plan does not consume during suspend. Restore is free. |
| What about military deployment? | Use Military Suspend — same flow, different reason code. This disables auto-collection until the customer manually restores. |
| A customer was auto-suspended for non-pay. How do they self-restore? | From MyAccount, the customer pays the past-due amount. The system auto-restores once payment posts. CSRs can also restore via Quick Links → Restore after taking payment. |
| Why is my customer's line showing Dispatched and not Active? | Dispatched means the order has been fulfilled (SIM shipped or eSIM sent) but not yet activated on the carrier. Once the customer inserts the SIM and powers up — or scans the eSIM QR — it flips to Active. |