The FCC has announced that the ACP is projected to run out of funding in April 2024. No new enrollments will be accepted after 2/7/24.
When signing up for the Affordable Connectivity Program (ACP) which has replaced the EBB Program or completing an ACP order, you may encounter error messages from the National Lifeline Accountability Database (NLAD) system used by the FCC to operate both the Lifeline phone benefit program and ACP internet program. NLAD is used to verify the identity of people enrolling for each program as well as ensure each enrollee is only signed up under one approved provider such as PCs for People.
Any error messages will pop up in a red banner when registering for the ACP or placing an ACP order. Please use the chart below for what each error means and how to proceed.
Common ACP/EBB Error Messages
| Error Message Received | Reason for Error | Action to be Taken |
| Error (Duplicate subscriber): The subscriber in this transaction is a duplicate of another subscriber. Please contact USAC at ebbhelp@usac.org. | You are already enrolled for EBB with another provider. | Contact PCs for People directly to request a 'transfer of benefits' to make PCs for People your ACP provider. Provide your date of birth as well as consent that the benefit will be removed from any other provider. |
| Error (Duplicate Address): The primary address in this transaction matches the primary address of another subscriber. | The address on your PCs for People account being used to enroll for the EBB matches the address for someone else who is already enrolled for the EBB program at any provider. | Check that your address is complete, including any apartment/unit number. If it is accurate, complete and return the ACP Household Worksheet to PCs for People along with your date of birth. |
| Receiving Error (Validation Error): The SAC number cannot be changed during an update. Please use the transfer service to transfer subscribers between SACs when trying to approve clients order. | You were previously enrolled for EBB with PCs for People as your provider but have since had your EBB benefit transferred to another provider. | Contact PCs for People directly to request a 'transfer of benefits' to make PCs for People your ACP provider, consenting that the benefit will be removed from any other provider. |
| This Is Not your approved EBB device. The approved device Is XXXXXXXXXXXXXXXXXXXXXX | The MEID on file for you with the EBB does not match the one you are trying to renew. Or you want to purchase a new hotspot or a warranty hotspot has been added to your account. | Contact PCs for People to update your MEID on file for ACP or to clear your current hotspot from your ACP record so a new hotspot can be ordered. |
| Error (Duplicate subscriber/duplicate address): The subscriber in this transaction is a duplicate of another subscriber. Please contact USAC at ebbhelp@usac.org. | The address on your PCs for People account being used to enroll for the EBB matches the address for someone else who is already enrolled for the EBB program at any provider. | Check that your address is complete, including any apartment/unit number. If it is accurate, complete and return the ACP Household Worksheet to PCs for People along with your date of birth. |
| Error (Validation Error): The EBB Program eligibility information cannot be updated. | This error generally means there is an issue with the address on your account profile. Most commonly, the address has an incorrect abbreviation or missing apartment/unit number. | Check that your address is complete, including any apartment/unit number. If so, contact PCs for People to manually correct this error. |
| Error (Validation Error): Subscriber Not Found | This error generally means that you were previously enrolled for EBB with PCs for People as your provider but have since had your EBB benefit transferred to another provider. | Contact PCs for People directly to request a 'transfer of benefits' to make PCs for People your ACP provider, consenting that the benefit will be removed from any other provider. |
| Error (Validation Error): The one-time device benefit has already been claimed and reimbursed for this consumer. | The $100 EBB computer benefit can only be used once per household and has already been claimed, either through PCs for People or another provider. | If you have not already used the $100 ACP computer benefit, contact PCs for People to troubleshoot in order to place an order. |
| (Validation Error): Cannot update identity fields. | This error generally means there is an issue with the address or other fields as entered on your PCs for People account. | Check that your address is complete, including any apartment/unit number. If so, contact PCs for People to manually correct this error. |
To contact PCs for People, please call us at 651-354-2552 Monday–Friday from 10 a.m.–5:30 p.m. Central Time or email us at info@pcsforpeople.org.
