FAQs

National Lifeline Accountability Database (NLAD)

Q1: I forgot my password. What should I do?
Q2: How do I change/create the NLAD ETC Admin?
Q3: How do I create subaccounts?
Q4: How can I reset my API login credentials?
Q5: What is the difference between the NLAD Pre-production and NLAD Production environments?
Q6: What are the hours for NLAD customer support?
Q7: Where can I get a list of all of my subscribers in NLAD?
Q8: Why can’t I enroll/de-enroll/transfer/update a subscriber
Q9: I got an error. What do I do?
Q10: What’s the “Verify” function for?
Q11: How do I handle subscribers with two last names?
Q12: How do I fix an error or typo on a subscriber’s name?
Q13: What are the Tribal ID, Tribal Flag, and Tribal Address Flag?
Q14: What is a BQP?
Q15: Why won’t the subscriber’s address work?
Q16: I accidentally enrolled a subscriber with the wrong SAC – how do I fix this?
Q17: How do I add the annual recertification date?
Q18: How do I resolve the errors: TPIV, Invalid_primary_address, subscriber_under_18?
Q19: How do I check the status of a resolution ID?
Q20: What does “CLOSED_ACCEPTED” and “CLOSED_REJECTED” mean?
Q21: What is the typical turnaround time for a submitted resolution request review to be completed?
Q22: What is the process for expediting a dispute resolution?
Q23: How will I know if a subscriber was transferred?
Q24: What do I do if I get a “Subscriber Not Found” error?
Q25: How do I upload many users at once?
Q26: What should I do if some rows are rejected?
Q27: Why am I receiving this error: “Too Many Headers”?
Q28: When I upload the subscriber file, if the first digit of a number is 0, the 0 gets dropped. What can I do?
Q29: How can I see the status of my upload?