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The Customer Is Complaining That He/She Is Facing Any Form Of Technical Issue With The App
Under any situation, the agent shouldn't ask the customer to sign-out from the application and sign in again.
Ask the customer for the details of the issue he/she is facing.
Ask the customer to follow the trouble shooting steps as follows:
Make sure that the app is up-to-date, to know the latest version check below ⬇️
Note: Huawei devices don't have the "Google PlayStore" or Google Services, they can't download or use our App
If the issue still exists, ask the customer to uninstall the app then reinstall it again
Search with the customer phone number, to enter the customer profile
If the number format doesn't contain the "002" in front of the number you should edit the number to add it
If the search results show a duplicate customer profile you should merge the two profiles
If the Issue still exists escalate the issue to the Tech. team mentioning a full and detailed description of the issue
Issue Type
Phone Type and Mode. Example: (Samsung S24 Ultra - iPhone 15 Pro Max)
Operating System Version. Example: (Android 13.1 - IOS 14)
Submit a Freshdesk complaint using the steps shown here
Whitelist these countries in our system. (Any number from these countries can recieour SMS normally icluding the OTP SMS)
Egypt
United Arab Emirates
Saudi Arabia
United States
United Kingdom
Kuwait
Germany
France
Qatar
Canada
Italy
Jordan
Spain
Netherlands
Switzerland
Greece
The Netherlands
Lebanon
Poland
Bahrain
Hong Kong
Turkey
Tunisia
Belgium
Oman
Austria
Russia
Libya
Morocco
Malaysia
Iraq
Ireland
Sweden
Australia
Cyprus
Denmark
Singapore
Thailand
South Africa
Block SMS requests from any country not on this whitelist.
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