Subject: Fwd: Log in Issue SOP
From: Apoorv Joshi <[email-masked]>
To: LM CS Team <[email-masked]>
Date: Fri, 30 Apr 2021 10:35:29 -0700 (MST)

Hi Team, 

Please go through the below update. 

Regards, 
Apoorv 

From: "Jessie Caparas" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]> 
Sent: Friday, April 30, 2021 6:24:29 PM 
Subject: RE: Log in Issue SOP 

Hi Team, 

As briefly discussed, ensure that the agents are aware of the probing questions related to log in issues. 

    1. Let the customer check if reset link went into junk/spam 
    2. Check if the customer is registered -guest users won’t be able to reset 
    3. Also check how many times customer attempted to reset the password? Normally, the account gets locked out after 3 attempts. 
    4. Once the forgot password option is clicked to reset the password, let the customer wait between 2-5 minutes maximum. It generally takes a little longer especially if customer is resetting it using an Android device. 
    5. Also verify if the customer is resetting it using the same email registered with us. 

Whenever a JIRA ticket has to be raised, we have to mention the complete steps and probing we have performed. 

It would also help to gather the below details when there is a need to raise such cases: 

    * Device: 
    * Device language: English/Arabic 
    * App version code: 
    * App version name: 
    * Android/IOS version: 
    * Customer’s mail ID: 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Jessie Caparas 
Sent: Monday, April 12, 2021 12:00 PM 
To: seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]> 
Cc: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>; Escalations Dxbteam <[email-masked]>; Mustehsan Siddiqui <[email-masked]> 
Subject: Log in Issue SOP 
Importance: High 

Hi Team, 

As discussed please ensure that before we raise any JIRA ticket for a log in issue and or password reset concern, let’s follow the steps as per the attached document. 

Please edit the canned response you have for this concern so agents can start using the same moving forward. 

If in case we would need to escalate this case to JIRA after following the SOP and nothing works, please ensure we mention the basic troubleshooting we have done as per the SOP to ensure they are aware that we are following the same. 

Please find the attached cases we have raised as a JIRA ticket which the team needs more clarify. 

Go through each one of them and get them clarified the soonest. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

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