Dealer Portal GSM/LTE

SIM User Guide

This user manual will walk you through all the processes associated with our Dealer Portal for the AT&T Network Program. Info and Tips .................................................................................................................................................... 3

Stolen Device Policy ................................................................................................................................. 3 Renewal Process for Non-Expired Accounts .................................................................................. 3 Expired Accounts ...................................................................................................................................... 3

LOGIN ................................................................................................................................................................. 4 New Home Screen .................................................................................................................................... 5 New ‘Account Management’ Screen .................................................................................................. 5 ‘Account’ Screen Legend ........................................................................................................................ 7 ‘Account Actions’ Icons ........................................................................................................................... 8

GSM/LTE Activations ................................................................................................................................... 9 Tips on Activation: ................................................................................................................................. 17

Top-Ups ........................................................................................................................................................... 18 Refill with PIN ..................................................................................................................................... 18 Top-ups Refill – Other options ...................................................................................................... 20

SIM Swap......................................................................................................................................................... 21 Change Plan ................................................................................................................................................... 23 Reset Voicemail ............................................................................................................................................ 25 Resend OTA ................................................................................................................................................... 26

What is is for ........................................................................................................................................ 26 Delete HLR...................................................................................................................................................... 27

What is is for: ....................................................................................................................................... 27 Configuring Data/MMS Settings ............................................................................................................ 28

ANDROID ............................................................................................................................................... 28 iPhone ..................................................................................................................................................... 29

Number Porting ........................................................................................................................................... 31 Porting Tips ................................................................................................................................................... 34 Port In Worklist ............................................................................................................................................ 36 Voucher Detail .............................................................................................................................................. 39 Reset User Pwd ............................................................................................................................................. 40 Log Out............................................................................................................................................................. 41

Welcome to the Dealer Portal

Info and Tips Stolen Device Policy: We are unable to contact Sprint or any other network on behalf of the customer to inquire or request additional information or removal of stolen status. The owner of the device must contact their previous network or seller of the phone to rectify the situation. Renewal Process for Non-Expired Accounts Renewal Process is now in place for CDMA. Customers can refill/Topup anytime before expiration date, and the Topup amount will be applied directly to the main account balance. On the expiration date, the system will check the balance for the rateplan cost, and if sufficient, will renew the current plan for another cycle. Expired Accounts If an account expires, when the next Topup is made, as long as it is enough for the plan cost, the system will automatically renew the previous plan.

LOGIN

Access the Dealer Login screen is found from www.myrealmobile.com , then click “Dealer Login” from Main Menu Bar

Direct Access the REAL mobile dealer portal at: https://dealers.myrealmobile.com/index.php?step=login

You will use the username and password assigned when you enrolled as a dealer.

http://www.myrealmobile.com/�https://dealers.myrealmobile.com/index.php?step=login�

Dealer Portal Overview New Home Screen

New ‘Account Management’ Screen

Enter the customer telephone number to search

for account

On this screen you will see all of the current and historical account information for the mobile number you have pulled up.

‘Account’ Screen Legend

Rate Plan: Current Rate Plan Market: Network Market Product: The Brand for this Account Service Removal Date: Account Cancel Date Temporary Block: Not Applicable

Account: MobileNumber (Also Account No for porting) Status: Current Account Status Airtime Expiry Date: Date any $ on account will expire. Activation Date: Date Account was activated. Refill Barred: Not Applicable

Balance: Current Main Balance ($) Account Password: Account Pwd (porting pwd)

Status: Network Status Carrier Rate Plan: n/a

Rate Plan Expiry Date: Date this plan will expire. IDD Balance: N/A Voice Balance: Minutes Remaining Message Balance: Text Remaining MMS Balance: MMS Remaining Data Balance: MB Remaining

Active Addons: Additional services added to account Pending Plans: Plan for next cycle

‘Account Actions’ Icons This Note means that something has been changed on the account, or the Customer has called in during the past week:

Refill/ Topup with PIN/Voucher

Swap SIM

Change Telephone NUMBER

Change PLAN

Reset Voicemail PWD (7 digit mob # temp) NEW!

Resend OTA – NEW!

Delete HLR – NEW!

All actions that can be taken on an existing account are found here. If you hover your cursor over these icons, you will see their function.

GSM/LTE Activations Step 1 Click on the “Actions” button and select ‘New Account”

Step 2 For “Market” select: US

Step(s) 3 There are two possible flows. Act Code and ICCID. 3-

Activation Code Flow

• Enter either the 7 Digit Activation Code or 20 digit ICCID for the SIM. • Enter the Zip Code where the SIM will be used most. • Click Next. • Select Phone OS (this is so the customer gets the correct text for APN

programming instructions. • Enter the IMEI (this will check for lost/stolen before activation) • Select the Area Code the customer wants. • Select the Plan the customer wants. • [coming soon] Enter PIN for refill portion • Click Next.

3-

• Check ‘Manual Activation’ ICCID Flow

• Enter either the 20 digit ICCID for the SIM. • Enter the Zip Code where the SIM will be used most. • Click Next. • Select your Product. (REAL Mobile) • Select Phone OS (this is so the customer gets the correct text for APN

programming instructions.

• Enter the IMEI (this will check for lost/stolen before activation)

• Select the Area Code the customer wants. • Select the Plan the customer wants. • [coming soon] Enter PIN for refill portion • Click Next.

Step 4- Review the Information, and click Activate. The Activation process will start.

You can tell it’s in process by the gear on the lower right hand side of your screen. ******Do not click Back during the process!****** Step 6

You will receive a confirmation message with the customer’s mobile number.

Step 7 Write down the customer’s MDN.

Step 8 The account will pull up. You may want to refresh to see all of the network information. Step 9 - [remove this step when PIN entry is in flow]

Refill with PIN – VERY important, this will set the customers plan!

1-Enter voucher/PIN number and Click ‘Next’ 2- Click ‘Submit’

You will receive a confirmation screen, indicating that the refill was

successful and the plan has been renewed (moved from Expired to

Active plan). Note, you may have to Refresh the screen to see the updated plan: This screen shows the updated customer information.

***NOTE: If the refill amount is NOT enough to renew/set the plan, the system will give this Yellow warning message, showing that the plan did NOT renew!

Step 10 Apply the APN settings according to model [ See APN Configuration]

Tips on Activation:

No Numbers Available rror

During New Activation, the system will try to allocate a local number based on the zip code and npa (area code) entered. Occasionally, AT&T will run out of a particular npa in a Zip Code, temporarily. If there is an alternate npa available for the customer's zip code, the activation may be retried with that npa. In the event that there are no viable npa for the zip, please contact Care at 877-316-0493, or email support@myrealmobile.comTier 3 will investigate and respond back when the activation can be retried.

.

In some instances, Tier3 may need to manually activate a MDN for a customer. In this instance, Tier3 will respond via email with details on the MDN.

IMEI Blacklisted

IMEI is checked for flag of lost/stolen on every activation or IMEI change. In the event the IMEI has been flagged as blacklisted, the system will send an error and fail the activation/equipment change. This is an important step. If a dummy or substitute IMEI is entered, and the customer uses the SIM in another device that has been reported lost or stolen, the network will detect it and Suspend the account.

Invalid Activation Code/ SIM Entered

If an Activation Code or SIM is entered incorrectly (typo, etc), the system will send an error indicating that the information is invalid. Please double check your entry, make any necessary corrections, and resubmit the activation.

Resend OTA New!! If a phone is not getting its text message center number programming, voicemail retrieval not working, or other device OTA issue, resend OTA via the Dealer Portal.

Delete HLR New!! If a phone is getting a lot of dropped calls, or the number ported from AT&T or another AT&T mvno, Delete HLR can be transacted via the DP. This will delete the phone’s profile on the network, and force a re-registration of the profile. This helps to clear any old profile, and update the new profile info. Note: Customer may lose service for up to 30 seconds while the device re-registers. A power cycle is a good rule of thumb!

Top-Ups

Refill with PIN Step 1 Pull up the Customer’s account and Click on the Refill Icon

Step 2 Enter voucher/PIN number and Click ‘Next’

Click ‘Submit’

You will receive a Green confirmation screen.

IF the plan was Expired, the Green confirmation Message will indicate that the refill was successful AND the plan has been renewed (moved from Expired to Active plan).

Note, you may have to click Refresh to see the updated plan:

Top-ups Refill – Other options

- With a PIN provided by your ISO Vendor - Online via credit card at www.myrealmobile.com

- Call in to 305-663-8989 or 888-520-6273

http://www.myrealmobile.com/�

SIM Swap

IMPORTANT- SIM swap is NOT reversible, it is PERMANENT! Make SURE you are on the CORRECT account/mobile number before you change the SIM card. If it is not the correct account,

both the Customer who needs the new SIM and the Customer whose account is changed by mistake will lose service! Step 1

Pull up the Customer’s account- Make sure it is the RIGHT ACCOUNT, and Click on “Manage Equipment: Icon Steps 2- 5 2-Click on ‘Swap Equipment’ Tab 3-Enter New SIM , or New IMEI or both.

4-Select Handset OS 5- Click ‘Submit’

Do Not Click anything while the gear is spinning.

2

3

5

4

Step 6

You will receive a Green confirmation message. Possible Error Messages: If a SIM is in Use, you will receive a message like this:

If a SIM is entered incorrectly, or is not a SIM that can be used,

you will receive a message like this:

Change Plan Step 1

Pull up the Customer’s account and Click on the ‘Rate Plan’ Icon Step 2 Select the Customers desired plan and Click ‘Next’. Step 3 Click on ‘Submit’

Step 4 You will receive a Green confirmation message, indicating that the plan change was successful.

Note, you may have to click Refresh to see the updated plan:

Possible Error Messages: If there is NOT enough balance on the account to cover the cost of the plan, you will receive this message:

Action to take: Refill account to bring balance to cover the cost of the plan.

Reset Voicemail Step 1

Pull up the Customer’s account and Click on ‘Reset VM Pwd’ Icon Step2 Click ‘Yes’ to reset voicemail Password to a temporary password which is equal to the 7 digit mobile number. This password can only

be used once. When the customer accesses their voicemail after the reset, they will be able to choose a new 4 digit password. Step 3 You will receive a Green confirmation message.

For Complete Voicemail Reset-

Messages and greetings ARE lost.

Only used if pwd reset is not working, or the customer has never been able to set up the voicemail.

Contact Care at 877-316-0493 or email support@myrealmobile.com

mailto:support@myrealmobile.com�

Resend OTA What is is for: If a phone is not getting its text message center number programming, voicemail retrieval not working, or other device OTA issue, resend OTA (over the air) via the Dealer Portal. Step 1

Pull up the Customer’s account and Click on ‘Resend OTA’ Icon

Step2 Click ‘Yes’ to resent OTA profile. Step 3 You will receive a Green confirmation message. Step 4 Have the customer power cycle their device to receive important network updates to their phone.

Delete HLR What is is for: If a phone is getting a lot of dropped calls, or the number ported from AT&T or another AT&T mvno, Delete HLR can be transacted via the DP. This will delete the phone’s profile on the network, and force a re-registration of the profile. This helps to clear any old profile, and update the new profile info. Note: Customer may lose service for up to 30 seconds while the device re-registers. A power cycle is a good rule of thumb! Step 1

Pull up the Customer’s account and Click on ‘Delete HLR’ Icon Step 2

Click ‘Yes’ to Cancel HLR (Home Locator Record, which is Customers profile on the network towers). Step 3 You will receive a Green confirmation message.

Step 4 Have the customer power cycle their device to receive important network updates to their phone.

Configuring Data/MMS Settings

The network will not configure data settings automatically. Handsets must be manually configured for Data and MMS to work. Manual programming is possible on unlocked Android phones. If a data connection cannot be established after manually configuring the APN settings, the settings should be double checked for typographic errors.

Some phones have been known to have a glitch, where the APN entry just needs to be completely deleted and then re-entered before the setting will be validated and perform correctly to establish a data connection/MMS send.

ANDROID Android Smartphone LTE Instructions for Android version 4.0 (Ice Cream

Sandwich) and up

The following manual configuration method is the good ole' tried and tested true way of getting these settings into your phone. No data connection is necessary when entering these settings but a data-capable device is required to surf the web and watch videos online. Data charges may apply depending on your REAL mobile plan.

1. Press "Menu" button on your device

2. ap "Settings" > "Wireless Controls" or "Wireless and Network" > "Mobile Networks"

o Check if “Data Roaming” or “Use Only 2G Networks” are both UNCHECKED 3. Tap Access Point Names

4. Press Menu button and select New APN

5. Enter the following information

o Name: REALmobile o APN: PRODATA o Proxy: Not set o Port: Not set o Username: Not set o Password: Not set o Server: Not set o MMSC: http://mmsc.mobile.att.net o MMS Proxy: proxy.mobile.att.net o MMS Port: 80 o MCC: 310

o MNC: 410 o Authentication Type: None o APN Type: default,mms, supl o APN protocol: IPv4 o Bearer: Unspecified

6. Press the "Menu" button on your device and then "Save" on the screen

iPhone iPhone requires configuration tool to set the data APN.

MMS configuration is not supported with this tool. Apple and AT&T lock down the MMS settings on

Dealers can text the APN to the phone (this will also be done by the system, but

there is a manual ‘send APN’ option in the Dealer portal, under ‘actions’. Then, while on wifi, open the text link, and download the file to the device.

Dealers can also download the APN configuration files at the link below.

Download of these configuration files will require a wifi connection, as mobile network data session is not possible until the APN configuration is complete.

Send APN- Sends text of download link to phone. Step 1

Pull up the Customer’s account- and Click on ‘Text APN Settings’: Icon Click ‘Send APN’

Open the text on the phone, and click on the link. You will be prompted to the install the file, which will look like

this:

Download iPhone settings from URL https://myrealmobile.com/Forms/realmobile_lte_apn_ios.mobileconfig

https://myrealmobile.com/Forms/realmobile_lte_apn_ios.mobileconfig�

Number Porting If a port is submitted, and the SIM entered for that port is activated while the port is in process, the port activation piece will fail, until a new SIM is provided for the port request. Step 1 Click on ‘Actions’, and Select ‘Initiate Port-In’

Step 2 Enter the following info: Select Market Product will prefill Select Activation type (use SIM or Activation Code) Enter Activation Code or SIM (depending on above ‘type’

choice) Enter MDN Enter all Customer Info

Email address is important. Whatever email address you list here, will receive important notices during the

port process, and finally a ‘Port Completed’ email will be sent.

Step 3 Enter IMEI (Enter the actual IMEI, so the system can check

for lost/stolen) Select Phone Type (This will send APN setting link to the

phone) Select Rate Plan (this is the expired version, which will then

move to active status once Refill is applied) Click Next

Step 4 Review your entries, if correct, click ‘Submit Request’ or you can always click ‘Back’ to correct something.

Do Not Click anything while the gear is spinning. Step 5 You will receive a Green confirmation screen, with your Port Request Number.

After 15 minutes, you can then check the status of your port by going to ‘Actions’, and selecting ‘Port-In Worklist’

Porting Tips

MDN, SIM and Phone Port EligibilityInfo

The Number you are porting MUST be in an 'Active' status with your Customer's current carrier, aka OSP (Old Service Provider) or the port will not process.

Some numbers are not eligible for porting, and in these cases you will receive an ineligible error upon the port request submittal. In the event the Customer clears up the ineligible status, a new port request must be submitted.

You cannot port to an active SIM card, the port must be submitted and completed using a SIM that has never been provisioned/paired to a MDN.

If a new MDN is activated to a SIM, and the Dealer or customer realizes they really needed a port, a new, inactive SIM will be necessary to complete the port. If a port is submitted, and the SIM entered for that port is activated while the port is in process, the port activation piece will fail, until a new SIM is provided for the port request. Once a port is submitted, you cannot update any OSP info until the OSP responds. In a case where OSP info such as account or pwd is entered incorrectly, and you/the customer realizes it was entered incorrectly, you must wait for the OSP to send a Resolution Required (Info is incorrect, did not pass OSP validation).

IMEI will be checked for lost/stolen flag (blacklisted) upon activation to the network. If it comes back blacklisted, the port will fail.

Wireleses vs Wireline Timelines

Response timelines are typically 15 min - 72 hours. Wireless-

Completion timelines are typically 20 min - 72.5 hours.

Response timelines are typically 24 - 72 hours. Wireline-

Completion adds just 15 minutes to this.

OSP info Please carefully review all of the information you are entering for a port. If any information does not match what the Customer's OSP has on record, the port validation will fail, and they will deny the port.

All Port IN field information is required. In the case of porting from a wireless carrier, the carriers typically validate on account number and password, but name and address is still required, although likely not used. A good rule of thumb is try and get the most accurate info, even though it may not be necessary information for the port validation process.

Any Balance remaining on the Customer's account with their OSP will NOT carry over to your new Real Mobile account, even though it will be the same phone number.

If you have a contract with your old service provider, you may be responsible for an Early Cancellation Fee, or other fees, mandated by the contract. Please check with your old service provider before porting your number, if you are unsure of these terms.

Port IN check status

Distributors can see their dealers Port INs via the port worklist in the DP. Dealers can see their dealers and clerks Port INs the port worklist in the DP. Distributor, Dealers can update any of their port INs that are in Resolution Required via the Port IN worklist. (Note only Resolution Required can be updated with new information).

Port Status Description

SUBMITTED='S' o Port has been submitted, and waiting for OSP response. 15-20 minutes after

initial submittal, Real Mobile can check port worklist for an updated status. o No changes to port can be made to the port request in this status. DELAY='D' o OSP has not responded yet. CONFIRMED='C' o Port is complete. RESOLUTION='R o OSP Information given is not correct. Validate info with customer/have

customer call OSP to get correct info. o Once updated info is received from customer, Dealer can update the port

request via the DP port IN worklist. REJECTED='X' o Port has been rejected. If this response is received again, the number cannot be

ported. CANCELED='N' o Port has been cancelled. o Carrier will cancel a stagnant port 30 days from last stagnant status. If this

happens, a new port must be submitted. CONFLICT='T' o Contact Ztar Tier3 support DENIED='N' o Contact Ztar Tier3 support ERROR='E' o Port errored out, Contact Ztar Tier3 support. likely cause, SIM already used

Port In Worklist Step 1 Click on ‘Actions’, and Select ‘Port-In Worklist’

Step 2 Select Your Port by clicking on the row. Note: You can see the PRN (Port Request Number), the MDN (Phone Number), Status (See Porting Tips for Status details) , Last Update (Status Date).

ESN POC SWAP

This will bring up detailed info on the port.

If the port is in Resolution Required, this means the OSP (Old Service Provider) says the Account, Password, or other info is not correct. This is the only status where you can update the port info (correct the wrong info).

To see What info is wrong, just click in the Note field where it says Status Changed, and Text says “Request status updated to RESOLUTION REQUIRED: Reason…..”

To correct info on a Resolution Required port, just type over the current info, and Click ‘Update Request’

Once a Port is ‘CONFIRMED’, the mobile number can be pulled up in the

Dealer Portal main screen, to see customer balances, etc.. If a Port goes to ‘Error’ or ‘Rejected’ status, you can also see notes on

why that happened in that same notes section. If you think the issue is something that can be fixed by using a different SIM, or the issue has been resolved on the OSP, you can contact care at 877-316-0493 for assistance with updating the port.

Sometimes, you may have to Submit a new port for these statuses.

Voucher Detail Step 1 Click on ‘Actions’, and Select ‘Voucher Detail’ Step 2

Enter PIN/Voucher Number Click ‘Search’

Step 3 The system will display the status and history on the PIN.

You can see: Value- What the PIN was worth State - Current State (USED, AVAILABLE, VOIDED) State Date- When the State was changed: When used, made avail, or

voided. If USED- MDN field shows the number the PIN was used on.

Reset User Pwd

Step 1- Select Actions Step 2- Select Change Password Step 3- Enter new pwd, and re-enter to confirm it. Step 4- Click Submit.

Log Out

Step 1- Select Actions Step 2- Select Logout

Info and TipsRenewal Process for Non-Expired AccountsExpired Accounts

LOGIN/ New Home ScreenNew ‘Account Management’ Screen‘Account’ Screen Legend‘Account Actions’ Icons

GSM/LTE ActivationsTips on Activation:

Top-UpsRefill with PINTop-ups Refill – Other options

SIM SwapChange PlanReset VoicemailResend OTADelete HLRWhat is is for:

Configuring Data/MMS SettingsANDROID/ Android Smartphone LTE Instructions for Android version 4.0 (Ice Cream Sandwich) and up

iPhoneSend APN- Sends text of download link to phone.Download iPhone settings from URL

Number Porting/Porting TipsPort In WorklistVoucher DetailReset User PwdLog Out