USAC has put together a list of common transactions service providers may encounter while using the National Verifier. For more information about how to use the systems, please visit our training page or email us at Lifelinesupport@usac.org.
At soft launch, service providers in National Verifier states and territories can access the National Verifier pre-production environment. This environment allows users to use mock data to simulate service provider portal transactions including eligibility checks and document uploads. Service providers should only use mock data in the National Verifier pre-production environment.
After "qualifying" test data in the National Verifier pre-production environment, service providers can now attempt to enroll the test subscriber in the National Lifeline Accountability Database (NLAD) pre-production environment. To test the enrollment, carriers should use the same test data used in the National Verifier pre-production environment.
To achieve a positive TPIV result, service providers can use the mock data USAC provided. Detailed instructions are available in the National Verifier pre-production user guide. Detailed instructions are available in the National Verifier pre-production user guide.
USAC will not review all applications that require additional documentation. To request a manual review, please email NVTraining@usac.org with the application ID and desired result scenario (e.g. approve or reject this error) for each mock application. USAC will approve or reject mock applications based on service provider request, however, this process will not validate that the documentation is acceptable.
If you need assistance or have any questions related to the National Verifier pre-production environment, please email LifelineSupport@usac.org.
At soft launch, service providers will be able to create National Verifier-only accounts, by logging into the National Lifeline Accountability Database (NLAD) and creating accounts using "NV Agent" as the account type.
Bulk account creation is available to service providers creating 75+ accounts at once. To use bulk account creation service providers should:
The new account holders will receive a temporary password via email within three (3) business days. Please submit the following information on the template:
Consumers may qualify for Lifeline through participation in a qualifying federal government program or through their income.
When eligibility cannot be verified through any of the National Verifier’s automated data sources, the subscriber can submit eligibility documentation to the Lifeline Support Center, which will initiate a manual review process to determine if the consumer is eligible.
The Lifeline National Verifier will determine if an applicant is eligible for a Lifeline benefit and, if so, provide approval by checking the following information:
The documentation requested will vary by program or income information available. For a full breakdown of acceptable eligibility documentation, click here.
Document Submission with Assistance from a Service Provider
Service providers are able to help consumers submit documentation through the National Verifier Service Provider Portal. If a consumer is not immediately found eligible, the consumer can ask the service provider for help in starting the dispute resolution process, whereby the consumer may prove their eligibility.
Consumers may resolve certain errors by providing additional information directly to the service provider representative. Other errors will require the consumer to submit documentation to the Lifeline Support Center for review. Service Providers should follow the steps below when assisting consumers:
An application may result in an error that requires the consumer to submit additional documentation for Lifeline Support Center manual review. For a full list of these error types and their resolutions, click here.
A service provider representative can transfer the benefit of a consumer with an application status of “Already Enrolled in Lifeline.”
If the consumer is already receiving Lifeline and is eligible to transfer their benefit, the service provider representative will see a notification with additional details.
Once the service provider representative receives the “Already Enrolled in Lifeline” status screen, they can go to NLAD to transfer the consumer from the old service provider to the new service provider.
For applications with an “Already Enrolled in Lifeline” status, the service provider representative can conduct a benefit transfer in NLAD.
To initiate the transfer:
If the benefit transfer is a success, NLAD will:
If the benefit transfer fails, the service provider representative will see error codes and messages defining the reason for failure.
When a service provider attempts an NLAD address update transaction for an existing subscriber in National Verifier mode, NLAD will validate whether the new address passes the AMS and duplicate address check.
If an NLAD address update error occurs, the consumer will need to resolve their AMS and/or duplicate address failures either through:
Once the consumer has resolved their address failures in either the service provider portal or consumer portal, the consumer will need to notify their existing service provider to complete the address update change in NLAD.
Existing Lifeline subscribers are not required to re-qualifyfor Lifeline as continued eligibility is controlled via the annual recertification process. Therefore, the consumer will not be required to re-upload identity nor eligibility documentation for purposes of updating an address.
Service providers should follow the steps below or click here for more detailed instruction for consumer addresses that fail the NLAD address update transaction.