COVID-19 Update: USAC remains open for business—Washington, DC office closed. Learn more about USF program responses

Resolving Errors

The following information is for representatives that do business in the United States. Visit the Information for International Representatives page for instructions on the registration process for representatives that are employed outside of the United States.

Documentation

If a representative receives error messages during the RAD registration process, they must submit a copy of unexpired documentation that resolves the error along with the RAD cover page.

The following messages are errors that a representative may encounter when they are attempting to register for a Representative ID:

Error Description What needs to be confirmed to resolve error?
Identity not found The representative’s identity could not be found. Confirm the representative’s first and last name, date of birth, and last four digits of SSN.
SSN4 cannot be verified The representative’s full name and/or SSN4 could not be validated. Confirm the representative’s first and last name and last four digits of SSN.
Date of birth cannot be verified The representative’s date of birth could not be validated. Confirm the representative’s first and last name and date of birth.
Identified as a duplicate The representative is identified as a duplicate. Confirm the representative’s first and last name and date of birth.
Identified as deceased The representative is identified as deceased. Confirm the representative’s first and last name, date of birth, the last four digits of SSN, and confirm the representative is living* by submitting acceptable documentation dated within the previous three (3) months.
Opt out of including SSN4 The representative opted out of including their SSN4. Confirm the representative’s first and last name and date of birth.

Representatives may submit a copy of one or a combination of the following unexpired documents to resolve an error listed above:

  • Driver’s license
  • Birth certificate
  • W-2
  • Recent state, federal, or Tribal tax return
  • Social Security card
  • Certificate of Naturalization
  • Certificate of U.S. Citizenship
  • Permanent resident card
  • Permanent resident alien card
  • U.S. government, military, state, or Tribal issued ID
  • Passport
  • Military discharge documentation
  • Weapons permit
  • Government assistance program document
  • Statement of benefits from a qualifying program
  • Unemployment/worker’s compensation statement of benefits

*To prove that a representative is living, representatives may submit a copy of one of the following documents:

  • Current utility bill
  • Current income statement
  • Current mortgage or lease statement
  • Current retirement/pension statement of benefits
  • Notarized letter affirming the identity and alive status

Submission to USAC

In order for the Lifeline Support Center to successfully process a representative’s information, please complete each field on the cover page.

Representatives, or their service providers on their behalf, may submit documentation and the cover page:

  1. Online, through USAC’s secure webpage, or
    • Review the online document submission guide here
  2. Through the mail, at:

Lifeline Support Center:

P.O. Box 7081

London, KY 40742

Resources

Representatives that have questions about the registration process or need more information about RAD should contact the service provider for which they perform Lifeline transactions or USAC at LifelineSupport@usac.org or (800) 234-9473.