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🔐 Part 1: Portal Access
2
Navigate to Activations
Once logged in, locate the "Activations" or "New Activation" section in the main menu. This is typically found under:
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"Customer Services" → "New Activation"
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Or directly on the dashboard as "Activate New Line"
📱 Part 2: Device & SIM Information
3
Enter IMEI Number
Enter the 15-digit IMEI number of the device being activated.
⚠️ How to Find IMEI
• Dial *#06# on the phone
• Check Settings → About Phone → IMEI
• Look on the original box
• Check the SIM tray slot on some devices
The system will automatically check if the device is compatible and eligible for activation.
4
Enter SIM Card Number
Enter the 20-digit SIM card number (ICCID) found on the SIM card.
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Remove SIM from packaging if new
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The number is printed on the SIM card itself
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Format: 89014 XXXX XXXX XXXX XXXX
⛔ Common Error
Make sure you're entering the SIM ICCID, NOT the activation code or packaging barcode. The ICCID is on the actual SIM card.
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5
Select New or Existing Number
Choose whether the customer wants:
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New Number: System will assign a new number
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Port Existing Number: Transfer number from another carrier
📞 For Number Porting
You'll need:
• Current phone number
• Account number from old carrier
• PIN/Password for old account
• Billing zip code
• Account holder name (must match ID)
👤 Part 3: Customer Information
6
Enter Customer Details
Fill in all required customer information fields:
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First Name (as shown on ID)
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Last Name (as shown on ID)
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Date of Birth
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Email Address (for account access)
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Service Address (where phone will be used)
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Billing Address (can be same as service)
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ZIP Code
🆔 ID Verification Required
Customer information must match their government-issued photo ID. You may need to scan or enter the ID information for verification.
7
Create Account PIN
Have the customer create a 4-digit PIN for account security. This PIN will be needed for:
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Customer service calls
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Making account changes
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Port-out requests
Make sure the customer remembers this PIN!
💳 Part 4: Plan Selection & Payment
8
Select Prepaid Plan
Choose the appropriate AT&T Prepaid plan based on customer needs:
• $60/mo - Unlimited Ultra℠
• $45/mo - Unlimited Enhanced Plus℠
• $20/mo* - 12‑Month Unlimited
Review plan details with the customer including:
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Data allowance and speeds
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Talk and text inclusions
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International features (if any)
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Auto-pay discounts available
9
Add Features (Optional)
Offer optional add-ons if customer is interested:
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International calling packages
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Mexico/Canada roaming
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Additional hotspot data
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Device protection plans
10
Process Payment
Collect payment for the first month of service:
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Enter payment method (credit/debit card, cash equivalent)
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Verify billing address matches card
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Process transaction through dealer portal
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Confirm payment is approved
💰 Payment Notes
• First month must be paid in full
• Set up auto-pay for discount if customer wants
• Provide receipt for payment
• Explain refill options for next month
✅ Part 5: Complete Activation
11
Review and Submit
Before finalizing, review all information with the customer:
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Personal information accuracy
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Phone number (if new) or port details
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Selected plan and features
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Payment amount and method
Once confirmed, click "Submit Activation" or "Complete Order"
12
Wait for Activation Confirmation
The system will process the activation. This typically takes 2-5 minutes.
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You'll see a progress indicator
-
DO NOT close the browser window
-
Wait for confirmation message
✅ Success Indicators
• "Activation Complete" message appears
• Activation confirmation number is displayed
• Email sent to customer's address
• Phone number is confirmed
13
Record Confirmation Details
Document the following information:
-
Activation confirmation number
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Account number assigned
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Phone number (new or ported)
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Date and time of activation
Print or email the confirmation to the customer.
📲 Part 6: Device Setup
14
Insert SIM Card
Install the SIM card into the device:
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Power off the phone completely
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Locate the SIM tray (usually on side of device)
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Use SIM ejector tool or paperclip to open tray
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Place SIM card in tray (check orientation)
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Reinsert tray fully into device
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Power on the phone
16
Test Service
Verify everything is working properly:
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Make a test call - Call your store phone or another device
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Send a test text - Text yourself or another number
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Test mobile data - Turn off WiFi and browse a website
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Check voicemail - Set up voicemail greeting
🎓 Part 7: Customer Education
17
Set Up Account Access
Help customer set up online account management:
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Download the AT&T Prepaid app or visit www.att.com/prepaid
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Register account using phone number and PIN
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Show how to check data usage
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Demonstrate refill options
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Explain auto-pay setup for discounts
18
Review Important Information
Make sure the customer understands:
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Refill Due Date: When service must be renewed
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How to Refill: App, website, retail locations, or refill cards
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Data Rollover: Unused data rolls over with timely refill (if applicable)
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Customer Service:
-
Account PIN: Needed for service calls and changes
(800) 901-9878
19
Provide Documentation
Give the customer:
-
Printed activation confirmation
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Receipt for payment
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Welcome guide (if available)
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Your store contact information
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AT&T Prepaid customer service numbers
💡 Pro Tips for Success
Double-Check Everything: Verify IMEI and SIM numbers carefully before submitting. One wrong digit means starting over.
Keep Customer Informed: Explain each step as you go. Customers feel more confident when they understand the process.
Have Physical Materials Ready: Keep activation cheat sheets, APN settings, and troubleshooting guides handy for quick reference.
Verify Before They Leave: Always test calls, texts, and data before the customer leaves the store. It's much easier to troubleshoot in person.
Document Everything: Keep notes of activation confirmation numbers and any issues encountered for future reference.
For Ports: Set expectations that ports can take 2-24 hours. Give customer your contact info in case of issues.
Upsell Opportunities: After successful activation, offer cases, screen protectors, and accessories while they're happy with their new service.
Know Your Limits: If you encounter technical issues beyond basic troubleshooting, call dealer support while customer is still there.
📞 Emergency Support Contacts
Dealer Support:
(800) 901-9878
Technical Support:
(800) 901-9878
Porting Support:
(800) 901-9878
When to Escalate: Activation failures after 2 attempts, port issues, or device compatibility problems
AT&T Prepaid Dealer Portal Activation Guide - Complete Step-by-Step Training
Master AT&T Prepaid activations with our comprehensive dealer portal guide. This employee training resource provides 19 detailed steps covering everything from login and IMEI verification to SIM card installation and customer account setup. Perfect for wireless retailers, mobile phone stores, and authorized AT&T Prepaid dealers.
Key Features:
-
Complete dealer portal activation workflow for
-
Pre-activation checklist with required documents and information
-
IMEI and SIM card entry instructions with troubleshooting tips
-
Customer information input and ID verification procedures
-
Plan selection, payment processing, and feature add-ons
-
Device setup including SIM installation and APN configuration
-
Service testing procedures (calls, texts, data verification)
-
Customer education on account management and refill options
AT&T Prepaid
Perfect For: New employee onboarding, activation training, wireless retail staff, mobile phone store employees, authorized dealer training programs, telecom retail operations
Topics Covered:
AT&T Prepaid activation, dealer portal guide, phone activation tutorial, wireless carrier activation, SIM card activation, number porting, prepaid plan setup, mobile phone retail training, IMEI verification, customer onboarding
Reduce activation errors, speed up training time, and improve customer satisfaction with this professional activation training tool designed specifically for retail wireless environments.
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