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 Webinars page or email us at LifelineProgram@usac.org.
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:
- Income or qualifying government program participation
- Compliance with the one benefit per household limit
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.
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:
- Obtain a new, completed application form
- Review the provided proof of eligibility
- Obtain a transfer consent from the consumer *
- Login to NLAD
- Select “Transfer NLAD Benefit” from the menu.
- Enter all required information and select the “Transfer Benefit” button
If the benefit transfer is a success, NLAD will:
- De-enroll the consumer from their former service provider.
- Label the consumer as de-enrolled as the result of a benefit transfer.
- Enroll the consumer with the new service provider.
- Label the consumer as enrolled as the result of a benefit transfer.
- Notify both the former and current service providers of the change.
If the benefit transfer fails, the service provider representative will see error codes and messages defining the reason for failure.
- NLAD will direct the service provider representative to call the Lifeline Support Center for further assistance.
- In the case of a benefit transfer failure, the consumer will stay active in NLAD under its previous service provider.
National Verifier Address Update
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 AMS and duplicate address both pass, the address update will be successful.
- If AMS and/or duplicate address fails, NLAD will check the National Verifier to verify whether the consumer has resolved their new address failures by providing their latitude/longitude coordinates and/or independent economic household (IEH) worksheet.
- If the consumer has resolved these new address failures in NV, the address update will be successful.
- If the consumer has not resolved their new address failures in NV, the address update will be unsuccessful and NLAD will return an error message.
If an NLAD address update error occurs, the consumer will need to resolve their AMS and/or duplicate address failures either through:
- The National Verifier Service Provider portal by submitting a new application or re-accessing an existing application
- The National Verifier Consumer portal by submitting a new application or re-accessing an existing application
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-qualify for 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.
- Sign in to the National Verifier and click on the “Start New Application” option on the upper right-hand corner.
- Once all customer information has been accurately filled out, the service provider will arrive at the “Review the Subscriber’s Information” window. The service provider should verify that the information provided is correct and click “Next” to submit the application.
- Once the New Application is submitted, the consumer will be prompted to resolve AMS failures by providing latitude/longitude coordinates (if applicable).
- If the consumer failed due to a duplicate address error, the consumer will be asked to complete an Independent Economic Household (IEH) Worksheet (if applicable). Once complete, the consumer will then be need to initial all required fields and click “Next”.
- Once the service provider completes step 4, the address is successfully verified and no further action is required from the consumer.