Onboarding Tech Issues

1. Tech Issues During Onboarding

Step 1: Acknowledge and Gather Diagnostics

• Acknowledge the customer's frustration and provide troubleshooting steps. 

• If the issue still persists, follow the next step.

• ACTION: Request the following mandatory diagnostic information from the customer:

  1. Error Screenshot/Screen Recording: A clear image or video showing the error message.

  2. Registered Mobile Number: The number used during the application.

  3. Device Details: Phone Model and Operating System (OS) version.

Step 2: Isolate the Failure Point

Determine which step of the process is causing the technical failure:

Step 3: Escalate to Upswing

• ACTION: Immediately raise a high-priority ticket on the Upswing CS portal to notify the bank's technical team.

• Agent Note: In the ticket, include all details from Step 1 and clearly state the specific Failure Point (e.g., "Failure on Step 3: FD Creation API Timeout").

Step 4: Communicate Timeline

• ACTION: Inform the customer that the issue has been urgently escalated.

• Communication: Advise the customer that the bank's team will provide an update or resolution within 48 hours.

• Ticket Status: “In_Progress”

Example Template

Dear [Customer Name],

Thank you for reaching out. We apologize for the technical error you encountered during your application.

Before we escalate, could you please try these quick steps, as they often fix the issue:

1. Please ensure you are on a stable internet connection (turn off any VPN).

2. Try clearing the app's cache and restarting the super.money app.

If the error persists, please reply with the following details, and we will urgently escalate this to the bank's team:

• Error Screenshot:

• Registered Mobile Number:

• Device Model and OS Version:

Awaiting your response.

Best regards,

super.money Support Team

Example Template Post Escalation

Dear [Customer Name],

Thank you for reaching out. We apologize for the technical error you encountered during your application.

We have raised a high-priority ticket with the bank to investigate the issue you faced at the [State the specific step, e.g., 'FD creation'] stage.

You can track the progress of your refund ticket directly within your app:

• Go to 'Profile' > 'Help & Feedback'.

• Click on 'View Tickets' (in the top right).

• Select 'Utkarsh Bank SuperCard' to see the status.

We will provide you with a final update within 48 hours.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

2. Post-Card Issuance Technical Issues

Step 1: Acknowledge and Gather Diagnostics

• Acknowledge the customer’s frustration and apologize for the inconvenience.

• ACTION: Immediately request the following mandatory diagnostic information from the customer:

  1. Error Screenshot/Screen Recording: A clear image or video showing the specific error.

  2. Registered Mobile Number: The number linked to the card.

  3. Device Details: Phone Model and Operating System (OS) version.

  4. Example Tech Issues: 

     • App Loading Errors

     • Statement Download Error

     • Cashback Not Credited

     • Unable to View Card Details

     • Bill Payment Blocked

Step 2: Basic Troubleshooting (Agent-Guided Steps)

Before escalation, guide the customer to perform these steps, as they resolve most common technical glitches:

1. Check Internet Connection: Advise the customer to switch between Wi-Fi and Mobile Data to ensure a stable connection.

2. Clear App Cache/Data: Instruct the user to clear the cache and data for the Super.money app via their phone's settings and restart the app.

3. App Update: Ask the user to check the App Store/Play Store to ensure they are using the latest version of the super.money app.

4. Restart Device: Advise the customer to reboot their mobile device.

Step 3: Escalate to Upswing (If Unresolved)

• ACTION: If the issue persists after completing the troubleshooting steps, immediately raise a high-priority ticket on the Upswing CS portal.

• Agent Note: In the ticket, include all details from Step 1 and clearly state which specific troubleshooting step was completed (e.g., "Cache cleared, problem persists").

Step 4: Communicate Timeline

• ACTION: Inform the customer that the issue has been urgently escalated to the bank's technical team.

• Communication: Advise the customer that the bank's team will provide an update or resolution within 48 hours.

• Ticket Status: “In_Progress”

Example Template

Dear [Customer Name],

Thank you for reaching out. We apologize for the technical issue you are experiencing with your card.

To help us fix this quickly, could you please first try these common troubleshooting steps:

1. Clear your app's cache/data and restart the super.money app.

2. Ensure you have the latest version of the app installed.

If the error persists after trying these steps, please reply with the following details, and we will urgently escalate this to the bank's technical team:

• Error Screenshot:

• Registered Mobile Number:

• Device Model and OS Version:

We will provide you with a final update within 48 hours.

Best regards,

super.money Support Team

Example Template Post Escalation

Dear [Customer Name],

Thank you for reaching out. We apologize for the technical error you encountered during your application.

We have raised a high-priority ticket with the bank to investigate the issue you faced at the [State the specific step, e.g., 'FD creation'] stage.

You can track the progress of your refund ticket directly within your app:

• Go to 'Profile' > 'Help & Feedback'.

• Click on 'View Tickets' (in the top right).

• Select 'Utkarsh Bank SuperCard' to see the status.

We will provide you with a final update within 48 hours.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”