Device is Already Monitored

If a customer is calling in stating they have created a new account but their device is already shown as monitored do the following:

1. The customer may be trying to re-add the same cellphone onto their account, firstly verify they have not already set up the device (they may be seeing old data or may not have removed the device properly.
2. Check to make sure the customer doesn’t have any old accounts.
3. If the customer has an old account, which has now expired, escalate a ticket to Jim with the following information:
   Agent Name:
   Customer name:
   Email on active account:
   Email on old account:
   Phone Number:
   Customer has created a second account and would like to use it, however the devices are all associated with another account held by the customer which is now inactive. Requesting that devices be removed from old account so the customer may re-setup the devices onto the new account. 
4. It is possible the child may be monitored by another account, if the customer is sure they set up the device properly and you are unable to locate another account we will need to escalate a ticket to be investigated. Provide the following information in your ticket:

Agent Name:
Customer Name:
Email on active account:
Apple ID for device to monitor:
Customer Request:
Phone Number: