EBB Program 1-Step Application and Enrollment Process

Before getting started

• The application needs to be completed in-person with the subscriber present

• Most subscribers will qualify instantly through the application process

• If the online system does not qualify the subscriber automatically, you may need to upload documents (e.g., to prove participation in a qualifying government assistance program, income, or identity)

• Do not allow others to use your Representative ID or login credentials. You must enter your username and password each time you log into the portal. If you are using a shared computer, do not check “remember me”

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Begin the application and enrollment 1-step

process

Go to the Sano Connect web page

• Access the Sano Connect Representatives website at: https://www.sanoconnect.com/reps

• Scroll down and click on the “Enroll Subscriber” button to take you to the Inroll portal

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Start the process with your client

• Click on “Get started” to begin an application for your client

• If you need to access an existing application, you can click on “Continue my application”

• For access to your personal dashboard with all pending applications and successful enrollments, click on the “Dashboard” button

• You will need to log in with your email address and password

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Subscriber information

• First and last name (middle name optional)

• Date of birth

• Email address

• Phone number

• Last 4 digits of the SSN

• Using the SSN is the easiest way to qualify a subscriber. If you do not, they must submit alternative identification such as a government-issued ID, valid passport, driver’s license or Individual Taxpayer Identification Number (see Qualifying Documentation section)

• Enter 0000 if not using their SSN

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Other details• Click on the Sano Representative option

• Enter your 9-digit unique Rep ID

• Choose the phone delivery method:

• Ship to subscriber’s address – you will provide this address in the next step

• Ship to your office to hand the phone to the subscriber

• Provide the name of your company

• Provide the entire mailing address

• Example: 123 Main Street, Anytown, NY 12345

• No shipment needed – if you have phones in stock, choose this option

• Check the box to consent to providing the information for purposes of the EBB Program

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Subscriber address

• Home address

• Address where we will provide service/send phone

• Cannot be a PO Box

• If this is a temporary address, check the yes button and provide the mailing address

8

Dependent information

• Only check the box if you are using a child or dependent to qualify the adult for the EBB Program

• If you are using the child or dependent, please provide the following information for that person:

• Full legal name

• Date of birth

• Last 4 digits of SSN

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Qualifying program(s)

• Check all that apply for either the subscriber or the dependent

• To qualify quickly and easily, make sure that the subscriber/dependent information entered in the previous steps matches exactly how they are enrolled in the qualifying program(s)

• To use income criteria, you will need to submit additional documentation (see Qualifying Documentation section)

*If your client doesn’t have an SSN or is using a Pell grant, school lunch program or job loss criteria to qualify, you will need to use the 2-step process. Please contact megan@sanohealth.com for more information.

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Review information

• On this page, you have the option to review all information you provided in previous screens

• If you need to edit any info, you can click on the edit icon on the right side of each tab

• If all information is correct, the subscriber needs to read and check the box to agree to the Sano Connect EBB Program

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Consents and agreements

• On this page, the subscriber needs to read, initial and e-sign the certifications of the Emergency Broadband Benefit Program

• The verification process begins once the subscriber clicks on the “submit” button

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Qualified status page

• If the subscriber information meets the conditions of the program, a qualification will be immediate.

• You should see both a “Complete” status for eligibility and an “Approved” status for enrollment.

• The order will be placed and the phone will be prepared and shipped out within 48 hours of the order.

• If you have phones in stock, you will be prompted to enter the IMEI number of the phone you are handing to the client. This is located on the outside of the phone box.

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Resolving Errors

Not qualified status page

• If the subscriber information is not recognized or incorrect, you will be directed to the resolution page.

• From here, you can go back into the portal to correct any information related to the error message you receive.

• If you need to upload additional documentation, the system will direct you to the National Verifier to upload the required documents.

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Common errors

• Validation error – subscriber information is not correct. Please check the spelling of names, addresses, and ensure the DOB, SSN and phone number are typed in correctly.

• Duplicate phone number – phone number provided is already in the system. Ask the client for an alternate phone number to be used in the enrollment.

• Rep ID not linked – rep ID is not recognized. Please make sure it’s been keyed in correctly. Capital O and the number 0 look similar in the rep IDs.

• Duplicate subscriber – the client is already enrolled in Lifeline or EBB. If the client would like to transfer to Sano Connect, please contact megan@sanohealth.com to complete the enrollment.

Eligibility status• The chart below describes the various statuses you may see in your dashboard when

correcting errors in an application

Qualifying documentation

Submitting documents

• When submitting any additional documentation in the subscriber verification process, please follow these guidelines:

• File type:

• .JPG

• .JPEG

• .PNG

• .PDF

• .GIF

• File size:

• 10 MB or smaller

Identification documents

• If the subscriber chooses not to provide the last four digits of their SSN, you will need to submit a copy of identity documents. This can include ONE of the following:• U.S. Driver's License• Other Government-issued ID, such

as a state ID• U.S. Military ID• Passport• Individual Taxpayer Identification

Number

• If you submit identity documents, they must contain the subscriber’s first and last name and date of birth.

Address documents

• The online application may ask you to drop a pin in the mapping tool if further proof of address is necessary.

• Other options may include submitting a copy of the following:

• Driver's license or other valid government, state, or Tribal ID

• Utility bill

• Mortgage or lease statement

• Most recent W-2 or tax return

Duplicate address

documents

• If the subscriber lives with another adult who participates in the EBB Program, you will need to answer a few questions to find out if the household qualifies for more than one benefit.

• Documentation must include:

• Complete an EBB Program Household Worksheet if someone else at your address is in the EBB Program.

• Document Examples and Tips:

• If you use the online application, a blank, fillable worksheet will appear in the online application.

Qualifying programs

documents

• If the subscriber participates in one of the qualifying programs, provide a letter or official document as proof.

• Documentation must include:

• Subscriber (or dependent’s) first and last name

• The name of the qualifying program, such as SNAP

• The name of the government, Tribal entity, program administrator, school, school district, university, or college that issued the document

• An issue date within the last 12 months or a future expiration date

• For the Free and Reduced-Price School Lunch Program or School Breakfast Program, documents can be from either the 2019-2020 or the 2020-2021 school years

• For Federal Pell Grants, documents should be from the current award year

• Document Examples and Tips:

• Benefit award letter

• Approval letter

• Statement of benefits

• Benefit verification letter

• For Federal Pell Grants, documents should be from this academic year and can include screenshots of a StudentAid.gov dashboard or a copy of the email sent by the Department of Education about the EBB Program.

Income documents

• If you qualify through your income, you will need to provide a document that shows your annual income.

• Documentation must include:• Subscriber’s (or dependent's) first and last name• Subscriber’s annual income

• Document Examples and Tips:• Prior year's state, federal, or Tribal tax return• Current income statement from employer or a paycheck stub• A Social Security statement of benefits• Veterans Administration statement of benefits• Unemployment or Worker's Compensation statement of benefits• Divorce decree, child support award, or a similar official document

showing your income• A retirement/pension statement of benefits

Substantial loss of

income documents

• Showing loss of income due to job loss or furlough is only half of the requirement. The subscriber must also show that the annual household income is now below $99,000 for single filers or $198,000 for joint filers.

• Documentation must include:• Subscriber first and last name• Change in income or job status• Current household income

• The subscriber will need two documents: one to show the income change and one to show the current income.

• Loss of income documents:• Layoff/furlough notice• Unemployment application, approval letter, or benefit

statement

• Current income documents:• 2020 state, federal, or tribal tax return• Social Security statement of benefits• Veterans Administration statement of benefits• Retirement or pension statement of benefits• Unemployment or Worker's Compensation statement of benefits• Divorce decree, child support award, or a similar official document

showing your income

Emancipated minor

documents

• Documentation must include:

• Your first and last name

• Confirmation of emancipated minor status

• Document tips and examples:

• Court document

• Certificate