Missing Program

[Direct Customers]

1. Go to app and check the customer's existing programs.

   • Settings > Members > Member list

   • Search the customer’s email address

   • Click on the customer’s name and “View Profile”

• Scroll down on the customer’s profile to check the customer’s existing program

**The below screenshot shows that the cx has MBC and ABTC**

If programs were located

1. Once you confirm that the customer has access to their missing program, guide them through on how to locate it in the app.

2. If they say that it’s still missing, have them take a screenshot of their homepage and escalate in the Svelte App related escalations. 

If missing program is not located 

1. Manually add the customer to the space

   • Open the member profile

   • Click the three-dot menu in the top-right corner

   • Add the appropriate Spaces based on the customer’s purchase.

     • CX will need to refresh her app to see the added program

Please take note. When adding the ABTC space to the customer, kindly confirm their base program select the BLUE for OAD and ORANGE for MBC.