Conduct Checks

After customer and account session creation, the system evaluates the customer's history through automated checks, and will return a response determining one of three paths:

Customers with prior accounts that are not in a Terminated status are notified and are redirected to the Payless Power customer portal. We are unable to proceed with enrolling a customer online where we find an existing active or enrolling account.
Those customers with terminated accounts and outstanding balances owed must either pay the balance owed in full or establish a deferred payment plan. The intended flow will transfer the balance(s) from any prior accounts to their new account and a switch hold would be placed on the account until paid. The customer will need to be notified of this switch hold via the client app. This functionality is supported by the API, and detailed on the Deferred Payment Plans page.
Customers with terminated accounts and no balance proceed normally through enrollment.

The payment plan option enables customers to spread their prior balance across future bills while maintaining their new service.

The customer and account session responses contain a status code indicating which enrollment path the customer should follow.

Action: redirect - enrollment should be blocked offering the option to login to the customer portal or call. Reasons can be:

EXISTING_ACCOUNT_WITH_ESIID
EXISTING_ACCOUNT_WITH_CONTACT

Action: block - enrollment should be blocked offering the option to call. Reasons can be:

CONTACT_BLACKLISTED
EXISTING_ACCOUNT_WITH_CONTACT
INVALID_PHONE_NUMBER
INVALID_EMAIL_ADDRESS
INVALID_DEVICE

Action: collect - enrollment should offer the customer a deferred payment plan. Review Deferred Payment Plans section to continue in this scenario. Reasons can be:

EXISTING_ACCOUNT_WITH_CONTACT

Action: verify - enrollment will require a Document Verification. Only if a success verification is performed the enrollment will be able to continue. Reasons can be:

EXTRA_VERIFICATION_REQUIRED

Action: submit - if the response action sent is submit then the enrollment can continue with the submit step (or deposit step for postpaid). Reasons can be:

OK
FORGIVE