ADP mobile number is wrong

Customers may face an issue where they are unable to receive the OTP due to a discrepancy in the mobile number registered with ADP. This may happen when the customer cannot identify the registered number, the number is outdated, or no number is registered.

Case Description

This SOP applies when:

• The customer is not receiving the OTP.

• The mobile number registered in ADP is incorrect, outdated, or missing.

• The customer cannot identify the ADP-registered mobile number.

Resolution Steps

Gather Customer Information

1. Request the customer's Emirates ID.

2. Contact the Team Leader and provide the customer details.

3. Ask the Team Leader to review the ADP response under Get Traffic Profile Service.

4. Request the Team Leader to confirm whether a mobile number is available in ADP.

5. If a mobile number is available, ask the Team Leader to share only the last 4 digits of the registered mobile number for validation with the customer.

Validate the ADP-Registered Mobile Number

If the customer recognizes the mobile number

1. Inform the customer that the OTP will be sent to the registered ADP mobile number.

2. Ask the customer to retrieve the OTP from that number and continue the purchase process.

If the customer mentions the number belongs to a family member or friend

1. Ask the customer to contact the family member or friend to retrieve the OTP.

2. Once the OTP is received, guide the customer to proceed with the purchase process.

If the customer does not recognize the mobile number, the number is no longer valid, or the Team Leader confirms the number is showing as "null"

1. Inform the customer that the mobile number must be updated with the relevant traffic department.

2. Advise the customer to contact Shory once the mobile number has been updated in ADP.

3. Once the customer confirms the update:

   • Escalate the case to the Team Leader.

   • Request the Team Leader to clear the cache associated with the outdated mobile number.

4. Once the Team Leader confirms the cache has been cleared:

   • Ask the customer to retry the purchase process.

General Verbiage

"I'm sorry for the inconvenience. Let me check this for you. The OTP is sent to the mobile number registered in ADP. If the registered number is no longer valid or is missing, you will need to contact the relevant traffic department to update your traffic profile. Once the number is updated, please contact us again so we can assist with clearing the cache and help you continue the process."

Conclusion

By following these steps and using Team Leader support to validate the ADP response, customer service representatives can help customers resolve OTP issues related to incorrect, outdated, or missing mobile numbers in ADP. Proper communication and escalation ensure a smooth resolution for the customer.