PHONE ACTIVATION “CHEAT SHEET” (CALIFORNIA)

1 Submit the application using the mobile app on your tablet (available to download at
http://assurance.solixcs.com/download.html). You must submit approved address and identity documents:

Documents that validate both Address and Identity:

 Unexpired Driver’s License
 Income Document (Includes: W2, Prior year’s State, Federal or Tribal tax return)
 Statement of Benefits from a qualifying government program
 Unexpired State, U.S. government, Military, or Tribal issued ID
 Current Registration Document from the California DMV
Documents that validate Address only:
 Utility Bill (dated within the last 365 days)
 Non-handwritten Mortgage or Lease Statement with signatures from both parties
 Mailed envelope with non-handwritten name/address (Note: Must be stamped “Postage Paid” or postmarked
<365 days ago)
 Any document <365 days old with the applicant’s name, address, and a federal/state/county government seal
Documents that validate Identity only:
 Medi-Cal card with the applicant’s DOB
 Unexpired Passport
 Social Security card
 Permanent Resident Card
 Certificate of Naturalization or Citizenship
 Unexpired Matricula Consular Card (Customer Must Have a Valid Social Security Number)
2 Enter the application ID number in the CSI tool (http://solixlifeline.com/) and hit Search. Please click Search only one
time and be patient in waiting for a response, which may take up to seven minutes. Monitor the application status column
so that you know what to do next:
 In Review = Wait.
 Approved = Go to Step 3.
 Denied = Complete denial form for customer, start next applicant.
3 Add the phone to the account:
 Select a phone and look at the label (will be inside the battery compartment or affixed to the phone as a
sticker). You will need the serial number, which will be listed as the ESN, DEC, or MEID.
 Enter the serial number in both ESN boxes on the CSI page and submit (Note that the screen refreshes every
60 seconds, so you will have 60 seconds to enter the ESN before the screen resets and clears the ESN fields.)
 Wait for the account setup to complete.
4 Monitor the CSI tool for the account setup to complete. Look for the following messages:
 Activation in Process: Do not give phone yet. = Wait
 Complete: If customer present, make test call and give phone. = Activation complete. Go to step 5.
 There’s a problem with the account activation, please call Care for assistance 855-423-4476. = You must
call care to complete the account activation.
5 Put the battery in, turn on the phone, and wait for it to complete the Hands-free activation process. The phone will reboot.
6 After phone has activated, make a test call to 611. Listen for the customer’s phone number to be repeated back to you.
Note: Calling any other number may result in the phone being permanently unusable.
7 Write PIN, favorite city and phone number on the PIN card.
8 Give customer the phone, Assurance Wireless flyer, copy of attestation form, and PIN card.

If the customer asks for the California Disclosures, refer the customer to the following links:
 https://assurancewireless.virginmobileusa.com/ca-product-guide/
 https://assurancewireless.virginmobileusa.com/ca-rate-table/
* Useful Phone Numbers

Assurance Wireless Outreach Agent Support Line 855-423-4472 (for activation issues only – never for customer support)
Assurance Wireless Customer Care 888-321-5880 (for customer account support)
Solix Help Desk 855-245-6734 (for technical support with the mobile app only)
California LifeLine Administrator 877-858-7463

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