Scenario: If the customer calls in and the reps can’t locate the account in Salesforce, The customer may be using our old platform. To determine if the customer is using our old platform, follow the steps below:

1. Search for the customer’s email address in the “Contacts” section of Intercom and select the username or email address

2. Under the “Details” section of the userpage, select the “See more”

3. Locate the “Wallet customer” section.

● If “FALSE” is listed in the wallet customer section, it means that the customer is using our old platform.

● If “TRUE” is listed in the wallet customer section, the customer is using our new platform which is the Debit card account.