Creating Customer Accounts

Creating Customer Accounts

Creating a renter account on the C-Band Mailbox platform is the first step in onboarding a new customer. This guide walks you through the complete account creation process, from collecting the renter's information to setting up their initial service plan. Proper account creation is essential for compliance, as the country selected for each renter determines which regulatory requirements apply and which terms and conditions schedule governs their account.

Required Fields

When creating a new renter account, the following information is required:

Personal Information

• Full Legal Name: The renter's complete legal name as it appears on their government-issued photo ID. This name must match all submitted documents and will be used on their mailbox assignment.
• Email Address: A valid email address for platform access, notifications, and billing communications. This will be the renter's login credential.
• Phone Number: A valid phone number for SMS notifications (optional but recommended) and account recovery.
• Mailing Address: The renter's current residential address. This is used for verification purposes and as a default forwarding address if mail forwarding is requested.

Country Selection

The country selection field is one of the most important fields in account creation because it determines the entire compliance framework for the renter:

• United States: Selecting the US triggers US-specific compliance requirements, including PS Form 1583 (notarized), USPS address format (PMB/#), and the Operator Terms & Conditions Schedule B provisions (ICDR arbitration, class action waiver, 30-day arbitration opt-out).
• Canada: Selecting Canada triggers Canadian compliance requirements, including Canada Post authorization form, Suite/Unit address format, and the Operator Terms & Conditions Schedule A provisions (ADR Institute arbitration, provincial jurisdiction).

Additional Impact of Country Selection

• Currency: US renters are billed in USD; Canadian renters are billed in CAD
• Tax Treatment: US renters are subject to state and local sales tax; Canadian renters are subject to GST/HST
• Document Requirements: Acceptable ID types and verification procedures differ by country
• Address Format: The platform automatically applies the correct address format based on country selection

Document Upload Interface

After entering the renter's personal information, proceed to the document upload stage:

How Document Upload Works

1. The platform presents the document checklist based on the renter's country selection
2. The renter (or operator on their behalf) uploads each required document through the secure upload interface
3. Documents are encrypted immediately upon upload (AES-256 at rest, TLS 1.2+ in transit)
4. The platform performs an initial automated check (file format, image quality, document type recognition)
5. Documents enter the review queue for verification

Verification Document Requirements by Country

United States

• Government-issued photo ID (passport, state driver's license, state ID, military ID, Permanent Resident Card)
• Proof of address dated within 90 days (utility bill, bank statement, lease, vehicle registration)
• PS Form 1583 - completed, signed, and notarized (RON accepted)

Canada

• Government-issued photo ID (passport, provincial driver's license, provincial photo ID, Permanent Resident Card, Secure Certificate of Indian Status)
• Proof of address dated within 90 days (utility bill, bank statement, CRA Notice of Assessment, lease)
• Canada Post authorization form - completed and signed (notarization not required)

Assigning a Mailbox Number

Once the renter's account is created and documents are uploaded, assign a mailbox number:

• Select an available mailbox number from your location's inventory
• The platform prevents duplicate assignments - each mailbox number can only be assigned to one active renter
• The assigned number becomes part of the renter's mailing address (e.g., PMB 456 for US, Suite 456 for Canada)
• Record the mailbox number in the renter's profile for reference

Initial Service Plan Selection

Select the service plan that best fits the renter's needs:

• Review available plans and their features (scan allotments, forwarding options, storage limits)
• Consider the renter's expected mail volume and preferred services
• The selected plan determines the renter's monthly subscription fee and included services
• Custom plans can be created if standard plans do not meet the renter's needs

For detailed information about service tiers, see Customer Service Levels.

Welcome Notification

After account creation is complete, the platform sends an automated welcome notification to the renter:

• Confirms their account has been created
• Provides their assigned mailing address
• Outlines next steps (document verification, service activation)
• Includes links to the renter help center for getting started

Account Status Tracking

After account creation, monitor the renter's progress through the onboarding pipeline. The platform provides clear status indicators for each stage of the process, allowing you to identify bottlenecks and follow up with renters who have not completed their verification. Track the following statuses in your operator dashboard:

• Created: Account created but documents not yet uploaded
• Documents Submitted: Renter has uploaded documents, awaiting your review
• Verified: All documents approved, ready for service activation
• Active: Service activated, renter can receive mail

Set up automated reminders for renters who remain in the "Created" status for more than 7 days without uploading documents. Proactive follow-up significantly reduces abandonment during onboarding and improves your activation rate.

The renter's account remains in "Pending" status until all documents are verified and approved. Once approved, proceed to Activating Services to complete the onboarding process. For verification details, see Identity Verification Steps.

For additional support, visit our Help Center or submit a support ticket.