Lifeline

Lifeline National Verifier

Resolving Error Messages

If service provider performs a verify check in the National Lifeline Accountability Database (NLAD) for a consumer in a National Verifier state who has not successfully completed an eligibility application in the past 90 days, they may receive one of the following error messages.

Eligibility Application Not Successful/Does Not Exist

When a service provider performs a verify call in NLAD by entering a consumer's PII and the customer does not have a valid National Verifier eligibility decision, NLAD will return the error messages:

'Application_Not_Found'

'Application_Not_Complete'

'Application_Pending'

To resolve this:

  1. The service provider will log into the National Verifier portal and enter the consumer's PII.
  2. If the consumer has not started an eligibility application or the eligibility decision has expired (e.g. over 90 days old), the service provider can help the consumer complete an eligibility application using the National Verifier Service Provider Portal.

Or:

  1. If the consumer's eligibility application contains errors or needs more documentation, the service provider can help the consumer fix the errors and upload documents.
  2. Once the application is completed or errors are fixed, the service provider can complete the enrollment process.

Subscriber is Enrolled with Another Provider; Needs New Eligibility Application

When a service provider performs a verify call in NLAD by entering the consumer's PII and the customer does not have a valid National Verifier eligibility decision with the current service provider (because it is over 90 days old), NLAD will return the error message:

'Application_Not_Found', and

The existing NLAD duplicate subscriber message.

To resolve this error:

  1. The service provider logs into the National Verifier portal and enters the consumer's PII to re-confirm their eligibility.
  2. The National Verifier portal will return the eligibility result, and that the consumer is currently enrolled in Lifeline.
  3. If the consumer requests a benefit transfer, the service provider can complete the transfer process in NLAD using the existing NLAD benefit transfer process.

Port Freeze Exception; Needs New Eligibility Application

If the service provider performs a verify call in NLAD by entering the consumer's PII and the customer does not have a valid National Verifier eligibility decision, NLAD will return the error message:

'Application_Not_Found'

To resolve this for a port freeze exception:

  1. The service provider logs into National Verifier portal and enters the consumer's PII.
  2. The National Verifier portal will return the result that the consumer is currently in port freeze period, and the date when the consumer can transfer their benefit.
  3. If consumer qualifies for one of the four port freeze exceptions, the service provider can upload supporting documentation and complete the benefit transfer process using NLAD.

New NLAD Error Codes and Resolutions

During the soft launch, providers can use the existing API or the National Verifier-integrated API. The new API responses along with their descriptions are summarized below:

New Error Codes Descriptions Resolution Steps

'Application_Not_Found'

The subscriber has not qualified through the Lifeline National Verifier yet or their application has expired. you can qualify them now at <hyperlink URL>

'Application_Not_Complete'

The subscriber has not finished qualifying through the Lifeline national Verifier. Submit documents for errors below at <hyperlink URL>

'Application_Pending'

The subscriber's application is currently under review. Please contact customer support at <phone #>

'Duplicate-BQP'

The benefit qualifying person in this transaction is a duplicate of another subscriber or benefit qualifying person. Please contact customer support at <phone #>