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- Well, I am thinking about the online account query where customer is unable to login to the account due to incorrect username/password, unable to receive email with temporary password or blank email received, unable to received OTAC for account login.How do we troubleshoot this to ensure best experience to the customer ?
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- Hi Liz, you look confused ?
- Well, Liz its very simple - all you need to ensure is to - Make customer aware that username/password both are case sensitive.- Reset username/password for customer.- If temporary password is not received via email (re-confirm the email address, try removing/ adding the email address)-If a blank email is received ask customer to try resetting the password from the website and last but not the least.- If OTAC is not received, Follow trouble shooting steps for issues with incoming texts.
- Jay, you forgot to add - We can also try using the password after clearing the cache, cookies, browser history or open a fresh browser window and try the steps again.
- Wow Liz you are right. You definitely know it - Lets all do it :)
- Thank you Jay! Also can we all - *Ensure online account option is checked on the account.*Send email with new password to the customer.*Ensure customer is using the correct username/email address to login.*Check if the customer is trying to get on Online Account and not the App (My Vodafone).
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