Description: The article includes guidelines for issues related to transactional OTP.
Conversation Example: https://app.intercom.com/a/inbox/yi1q66iy/inbox/conversation/2560844?view=List


Query: I am unable to receive the OTP on my number while making any online transaction.


Chat Tag: 
OTPs > Transaction OTP Not Received
OTPs > Transaction OTP Delay 


Action Required:

  1. CXAs can use the macro "Route > Transaction OTP Bot".
  2. Bot will instruct user to do basic troubleshooting. if the issue persists, CX specialist will raise the issue with in #spae-app-feedback in the following format:

    → Mention the Issue
    → Merchant Name
    → Transaction Date & Time
    → Full Name
    → Phone Number
    → CNA
    → User ID
    → Android/ iOS sessions
    → Android/ iOS app version
    → Android/ iOS device
    → Android/ iOS os version
    → CC: cards-squad


Solution:

  • Inform the user that we have raised your issue with our team and as soon as there’s any update we will inform him. 

Note: If there is no issue from our end, user should be asked to send “unreg” to 3627. Some users might be on the "Do Not Contact Register", by sending this message the issue can be resolved.