Lifeline

NLAD FAQS

Information about the National Lifeline Accountability Database is also available in NLAD User Guide (available inside NLAD), the NLAD section of the website, and how-to videos are available.

Passwords and Account Management
General
Enrollments and Updates
Dispute Resolution
Benefit Transfers
Batch Uploads

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Passwords and Account Management

Q1: I forgot my password. What should I do?

A1: USAC does not have the ability to reset your password. For assistance resetting your password, please contact your company administrator. USAC also recommends clearing your cache and browser history, which could cause issues when you attempt to log in after your password is reset.

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Q2: How do I change/create the NLAD ETC Admin?

A2: The 497 Officer will have to deactivate the current ETC Admin account and create a new ETC Admin account.

To create an ETC Admin account, the 497 Officer will:

    1. Log into NLAD and click on the "497 Officer Home Page" link on the left hand navigation.
    2. Search for the person you want to designate as the admin by their email address to see if they already exist in NLAD. If the email address is identified, that person's information will populate in the fields below the search bar. If the email address is not identified, then the 497 Officer will be able to manually type in the details.
    3. Complete the form, then a temporary password will be sent to the new NLAD ETC Admin. Note: if the NLAD Admin already has an account in E-File, they will be able to log in with their existing E-File credentials, and a temporary password will not be submitted.
    4. The NLAD ETC Admin has 7 days to log in.

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Q3: How do I create subaccounts?

A3: The NLAD Admin will log into NLAD and select the "Create NLAD Subaccount" option from the left menu. Create a subaccount by entering the new user's email address and press "Search."

Video: Creating NLAD Subaccounts (1:48 minutes)

If the new user already has an NLAD account, select the desired role from the drop-down menu. If not, enter the new user's information in the fields below. Select permissions as an NLAD ETC Analyst or NLAD ETC Operations. Once you click "Submit," the subaccount will be created. The new user will receive an email with a temporary password they can use to log in for the first time.

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Q4: How can I reset my API login credentials?

A4: You can't. API accounts are made of a unique, randomly generated API ID and an API key, which never expire. If the user is locked out, the ETC Admin should deactivate their current API account and create a new one.

There's no limit on the number of API accounts allowed; however USAC recommends deactivating accounts you are not using once you create a new account to replace it.

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General

Q5: What is the difference between the NLAD Pre-production and NLAD Production environments?

A5: The NLAD pre-production environment is only for testing purposes, so users can preview and test new functionality. It looks and feels the same as the NLAD production (live) environment.

The NLAD Production environment is the live environment.

Doing something in pre-production does not affect anything in the production environment, and vice versa. Carriers can use the same user ID and password to access both of these environments.

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Q6: What are the hours for NLAD customer support?

A6: Our help desk is open Monday through Saturday, 9 AM to 9 PM ET. Service providers can leave a voicemail on Sundays, and their call will usually be returned by the next business day.

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Q7: Where can I get a list of all of my subscribers in NLAD?

A7: You can find all of your active subscribers in "Detail Active Subscriber Report" under the "Reports and Tools" section of NLAD.

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Enrollments and Updates

Q8: Why can't I enroll/de-enroll/transfer/update a subscriber?
A8: Probably because your NLAD role is an ETC Operations user (read only).

NLAD ETC Analyst accounts can perform subscriber transactions such as enroll/de-enroll/transfer/update. An ETC Operations user can only query subscriber data, create/view reports and submit resolution requests.

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Q9: I got an error. What do I do?

A9: First, check your data entry for typos. Then, if you believe the error is incorrect, visit the Dispute Resolution page to learn about different error messages and how to contest them (dispute resolution).

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Q10: What's the "Verify" function for?

A10: The "Verify" function (button at the bottom of the "Enroll Subscriber" page) is an optional tool to check for duplicate benefits, validate the subscriber's information and address, and prevent errors during enrollment.

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Q11: How do I handle subscribers with two last names?

A11: Enroll the subscriber in NLAD using their name as it appears on their ID and eligibility documentation.

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Q12: How do I fix an error or typo on a subscriber's name?

A12: To change the subscriber's name, the NLAD user needs to de-enroll and re-enroll the subscriber (each de-enrollment and re-enrollment requires a new eligibility check).

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Q13: What are the Tribal ID, Tribal Flag, and Tribal Address Flag?

A13: A Tribal ID an alternative for a Social Security Number. Only enter a Tribal ID if the subscriber doesn't have a social security number.

Use the "Tribal Address?" flag if the subscriber's address is on federally-recognized Tribal lands, and cannot be recognized by the US postal service.

Use the "Lifeline Tribal Benefit?" flag if the subscriber's address is on federally-recognized Tribal lands, and they are receiving the enhanced monthly support amount.

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Q14: What is a BQP?

A14: BQP stands for "benefit qualifying person." In most cases, the subscriber is eligible for Lifeline Program-supported service themselves, so you should not enter BQP information in NLAD.

If the subscriber is not eligible, but has a child or dependent that is eligible for a Lifeline Program discount, the subscriber qualifies for Lifeline based on the status of their child/dependent. The eligible child/dependent, in this case, is the BQP, and the NLAD user should enter the child/dependent's information in the BQP fields.

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Q15: Why won't the subscriber's address work?

A15: There are cases where an address is not recognized by the USPS Address Matching Service database.

If you believe the error code is incorrect, submit a dispute resolution request and select the "A" code that corresponds to the proof-of-address you reviewed.

If the address is rural, review the proof of address, and if its acceptable, select the "Non-Deliverable Rural Address" flag so the record can be added to NLAD.

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Q16: I accidentally enrolled a subscriber with the wrong SAC - how do I fix this?

A16: De-enroll the subscriber and then re-enroll them with the correct SAC.

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Q17: How do I add the annual recertification date?

A17: Add the recertification date to NLAD by using the "Update Subscriber" feature and entering the date the recertification was approved (or denied) into the "Service Reverification Date" field.

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Dispute Resolution

Q18: How do I resolve the errors: TPIV, Invalid_primary_address, subscriber_under_18?

A18: Review the NLAD Dispute Resolution page. Based on the documentation reviewed, carriers should use the corresponding "Resolution Error Codes" available to override errors.

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Q19: How do I check the status of a resolution ID?

A19: Review the "Detail Resolution Status Report" for the SAC.

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Q20: What does "CLOSED_ACCEPTED" and "CLOSED_REJECTED" mean?

A20: A resolution request with a "CLOSED_ACCEPTED" status means the subscriber was successfully enrolled in NLAD. Carriers should review their "Detail Active Subscriber Report." Subscribers with that status will appear on the report with the enrollment code "OVERRIDE_BAU."

A resolution request with a "CLOSED_REJECTED" status means the subscriber could not be enrolled in NLAD. Carriers should review their "Detail Resolution Status Report" for the rejection reason. Carriers can also contact NLAD Support for additional assistance.

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Q21: What is the typical turnaround time for a submitted resolution request review to be completed?

A21: Normally it takes 24 to 48 hours to address resolution requests submitted for review. If additional errors are identified for a submitted resolution ID, the resolution process may take longer.

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Q22: What is the process for expediting a dispute resolution?

A22: Review the NLAD Dispute Resolution page and locate the "Dispute Resolution Template" (Excel). Carriers should submit all requests to NLAD Support.

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Benefit Transfers

Q23: How will I know if a subscriber was transferred?
A23: Completed benefit transfers can be verified by pulling the "Detail Transaction Report" and "Detail Active Subscriber Report" in NLAD.

Both service providers will receive an email notification when a subscriber transfers their benefit. NLAD users can identify subscribers that transferred in/out by reviewing the "Detail Transaction Report." The transaction type will be listed as "TRANSFERIN/TRANSFEROUT." The first column, "NLAD Transaction Date," is the date the transfer occurred.

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Q24: What do I do if I get a "Subscriber Not Found" error?

A24: This means that the subscriber does not have an active NLAD record. Try to enroll the subscriber.

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Batch Uploads

Q25: How do I upload many users at once?

A25: Use the NLAD Input Template, which is available on the NLAD Resources page, then upload the subscriber file.

Video: Uploading a Subscriber File in NLAD (2:44 minutes).

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Q26: What should I do if some rows are rejected?

A26: First download the "Error File," which will tell you what the issue is and which rows you need to resubmit.

Only resubmit the exact rows that have an error, and remove all other rows that do not have an error. The rows that did not have an error are already accepted into the system.

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Q27: Why am I receiving this error: "Too Many Headers"?

A27: Probably because the headers in your upload file were changed. The headers are case-sensitive and spaces are also counted as characters.

Ensure that the headers in your batch file match the headers of the "Sample Input File" on the NLAD Resources page. The best way to ensure that the headers are correct is to copy and paste the headers from the sample file into your batch file.

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Q28: When I upload the subscriber file, if the first digit of a number is 0, the 0 gets dropped. What can I do?

A28: This is a Microsoft Excel issue, not an NLAD issue. To keep the leading 0, add an apostrophe in front of the numbers. For example, if the number is 0123, add the apostrophe at the front so that it reads '0123. Save the files as a .csv and upload it to NLAD. After saving the file, do not open it before uploading to NLAD, because it will revert back and drop the leading zero(s).

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Q29: How can I see the status of my upload?

A29: In NLAD, select "Upload Subscriber File" from the menu. The status and feedback of uploaded batch files will be displayed in the uploaded files table.

Depending on the size of the batch file and the speed of your internet connection, your file may take several minutes or longer to upload successfully.

If the status shows as "IN PROGRESS" for more than 24 hours, email NLAD Support for help.

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