Account Lock Indicators for Port Out and SIM Changes

The Federal Communications Commission (FCC) has adopted rules to protect consumers from SIM Swap and Port-out Fraud (FCC 23-95). The IDI solution supports this by providing account lock indicators for SIM changes and port outs. When a customer service representative opens an account in Customer Care, the indicators let them know that SIM changes and port outs are prohibited on the account. Account locks can be set and managed by service representatives directly in Customer Care. In addition, Customer Portal subscribers can manage account locks through their portals when this functionality is enabled in their portal profile.

Note:

Account lock settings and corresponding indicators are for information only to warn service representatives not to perform these actions. They do not prevent SIM change or port out orders.

Managing Account Locks in Customer Care

This functionality is available with IDI platform 24.11.

Account Lock settings for SIM Change and Port Out are available when you create or edit an account.

When enabled, a corresponding indicator is displayed on the account summary view.

Managing Account Locks Through the Customer Portal

This functionality is available with IDI platform 25.1.

With this functionality:

• Providers can configure portal profiles to enable/disable subscribers’ ability to set and view account lock settings for SIM changes and port outs.

• Subscribers can set and view account lock status when the functionality is enabled for them. Any changes subscribers make to account lock status are passed through to the subscriber’s account in Customer Care to alert service representations not to make SIM changes or port out numbers (as described above).

Enabling/Disabling Access for Subscribers

Subscriber access to account lock settings is governed through their portal profile. The Settings tab in Customer Portal Administration has a new Account Lock Indicators setting that defaults to disabled, preventing subscriber access. Portal administrators will need to toggle the setting to enable access for subscribers that use this profile. To toggle, click (expand) the setting to display a check box labeled Account Locks Manageable by Subscribers. Check the box to enable access. Uncheck it to disable access.

Viewing and Toggling Account Lock Status in the Portal

Subscribers can see and manage account lock status for their accounts on the Account Settings page. This page is now organized into two separate groups. There are two new indicators for SIM Protection and Number Lock (port out) status available under the new Security section. The existing Security Questions and Change Password controls are also listed under Security. Current status for each lock is indicated by an On/Off badge.

Note:

The Number Lock and SIM Protection indicators will only be visible if access has been enabled through the above setup.

Any changes made to SIM Protection or Number Lock status will be passed on to the account in Customer Care and be in effect immediately upon toggling. To change SIM Protection or Number Lock status, click the indicator to display its enable/disable dialog then click the blue enable or red disable button.