How can customers change the email linked to their Skinny Jump account?

This interesting question was raised during a recent Community of Practice Jump meeting with Auckland Libraries. A bit of “umming and ahhing” on my part but then I suggested a possible solution.

I then followed this up by checking with our colleagues at Spark and they concurred with my solution, so I thought I should share this with everyone.

But first of all why would someone want to do this? In the Auckland case it was simply a matter of a customer wanting to update their email, as they were no longer using the one they signed up to Jump with. Fair enough, that makes sense.

So, we think the best way to do this is to put the modem through our de-linking process, using the Modem Returns form, but indicate on the form that the replacement modem has the same IMEI and Broadband numbers and is suitable for reissue. When the modem is de-linked it will be like a new modem and the customer can set up a new account with their updated email.

But just a warning, because the customer is changing to a new email, they will not be able to transfer any residual funds on their account, so do suggest they wait until their balance is zero before actioning this.

The other slight problem is that we ask partners to always use their email address on the Modem Returns form, so that you receive notification when the modem has been delinked. In this particular situation though, you could use the customer’s email, so that they get the notification directly. Alternatively, you are welcome to continue using your own email and then alerting your customer when they can set up their new account. They will have the free start-up 35GB when their modem is de-linked, so the transfer should be seamless.