Security verification should be attempted 100% of the time before any account information can be provided or any action taken on the account

When performing security verification, remember:

  • You can only confirm whether or not the full answer is correct
    • If the customer gives you a partial answer (e.g. only two out of four numbers match the last four of the card on file) consider it incorrect for that question
  • Do not tell or provide hints concerning if part of the answer was correct
  • The full physical address includes the street address, apartment/suite/unit number, city, state, and zip code
  • If a customer claims they are being charged for an account they did not create and are unable to provide the email address for the account, follow the Unauthorized Account Creation workflow for further instructions

In this Article

▿How to Verify
▿Customer Attributes
▿Email Verification

How to Verify

  • Ask the customer to verify by providing all the information based on their account type
  • Always use the last four numbers of the card on file as the first method to verify (Sling-billed only)
  • Note: If a customer is using a gift card only, ask if they would like to add their service address or debit/credit card to the account
  • Account identification is permitted on an email address with up to 4 character typos
    • Example: The email address found is harrisonf2@yahoo.com, but the customer says it should be harrisonf42@yahoo.com
Account TypeIdentify Account WithVerify With
Sling-billed (card on file)Email address
  1. Last 4 numbers of the card on account

IcePak > Billing 

OR
  1. Full physical address
  1. IcePak > Account Details 
  2. IcePak > Transactions > Transaction ID > Billing Address2 
Partner billed1Email address
  1. Full physical address
IcePak > Account Details
OR
  1. Current subscription (base service + extras)
AND
  1. The billing zip code

IcePak > Subscriptions + Billing

Gift Card/PayPal
(no card on file)		Email address
  1. Full physical address
  1. IcePak > Account Details 
  2. IcePak > Transactions > Transaction ID > Billing Address2 
OR
  1. Current subscription (base service + extras)
AND
  1. The billing zip code

IcePak > Subscriptions + Billing

OR
  1. Email address
        (if a full physical address is unavailable)

IcePak > Account Details

Cash PaymentEmail address
  1. Phone number
OR
  1. Current subscription (base service + extras)

1Amazon-billed, Roku-billed, Google Play

2Full Physical address must show to be eligible for verification

If Not Verified

Verification is not required to answer general questions about the business

  • Examples:
    • Discuss general Sling TV policies and procedures
    • Answer questions related to what channels/services are available on Sling
    • Troubleshoot technical issues

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Customer Attributes

Do not update customer attributes before verifying the account

AttributeUpdate via AgentUpdate via Sling Website
Email

IcePak > Account Details

Update email address in IcePak only when instructed in a workflow:

  • If the typo is after the @symbol
    • Correct typos such as "..com", ".con", "yhoo/gnail" etc.
  • If the typo is before the @symbol
    • Only change if up to 4 characters are different
Not available
Phone NumberDo not updateManage My Account
Address (Shipping)IcePak > Account DetailsManage My Account
Address (Billing)IcePak > Account DetailsManage My Account
Credit/Debit CardIcePak > Account DetailsManage My Account

Do Not Provide

Do not provide the attributes listed below even if the caller is verified.

If the verified customer provides these attributes, you may confirm whether they are correct or update them if needed.

  • Example: Customer: "Is the address on there 123 Main St City, NY?"
    Agent: "Yes, that's what is on your account."
AttributeFound in IcePak
Customer nameAccount details
Service addressAccount details
PhoneAccount details
Billing addressBilling
Credit/debit card*Billing

*Do not provide card type when unverified (i.e. Visa, MasterCard)

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Email Verification

Only for use by the Customer Experience Resolutions Team (CXRT).

Email OriginRule
EmailIf the customer emails from the account email address in IcePak then no verification is required unless charging for services
Web/Feedback
  • Use the above verification rules to ask for the correct security verification
  • Any account information should be sent to the email tied to the Sling account
Important: You cannot make a change to the account until the customer either responds from that email address or provides the correct security information*

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