Subject: FW: Zendesk ticket #790 : Unable o activate card due to selfile issue
From: Ann Margareth Angeles <[email-masked]>
To: nair.anish <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Thu, 28 Oct 2021 03:09:40 +0000

Hi Anish,

Please kindly reply to the customer. After going through with our team, it seems there are some steps missed resulting to this error. However, kindly mentioned that we did a fix on our system that would require to re-do the steps and add the below info as a reminder:

  1.  Scan passport and and save on results screen
  2.  Take a selfie and submit on selfie screen
  3.  Add and select a refund method
  4.  Agree to the terms
  5.  Validate with a valid credit card

Thanks

Best regards,

Ann

From: utuTaxfree Support <[email-masked]>
Date: Wednesday, 27 October 2021 at 5:37 PM
To: Ann Margareth Angeles <[email-masked]>, utuTaxfree Support <[email-masked]>
Cc: Customer Support <[email-masked]>
Subject: RE: Zendesk ticket #790 : Unable o activate card due to selfile issue

Hi Ann,

Please find the below update from Irine regards to the ticket and also ticket is updated with the details.
=========================================================================================
From: Irine Estrella [email-masked]<mailto:[email-masked]>
Sent: 27 October 2021 11:58
To: Infra Team [email-masked]<mailto:[email-masked]>; utuTaxfree Support [email-masked]<mailto:[email-masked]>
Cc: taxfreeL2support [email-masked]<mailto:[email-masked]>; Singh Shilpa Shaileskumar [email-masked]<mailto:[email-masked]>; Gayathri Vikraman [email-masked]<mailto:[email-masked]>
Subject: RE: Incident #30028 FW: Zendesk ticket #790 : Unable to activate card due to selfie issue

Hi Panja,

This is related to selfie issue. We have fix (PBI 37158) to be released after UAT.
Deployment to Prod to be advised.

Meanwhile, workaround that member can try -
1.           Re-scan the passport and save the passport
2.           Re-take the selfie and submit the selfie

Thanks and regards,
Irine
==================================================================================

Thanks & Regards

Venkatesh Panja
Service Manager
E: [email-masked]<mailto:[email-masked]>
T: +91 9866287356

<https://www.utu.global/>

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From: Ann Margareth Angeles <[email-masked]>
Sent: 27 October 2021 14:52
To: utuTaxfree Support <[email-masked]>
Cc: Customer Support <[email-masked]>
Subject: Re: Zendesk ticket #790 : Unable o activate card due to selfile issue

Hi Panja,

Could you assist to check if there’s any update on this?

Best regards,

Ann Margareth Angeles
Lifecycle & Community Manager
E: [email-masked]<mailto:[email-masked]>
T: +65 9234 5584

[nDMgDAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAADoIIT4f+89THNK55+BAAAAAElFTkSuQmCC]<https://www.utu.global/>

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utu Pte Ltd
491B River Valley Road, #04-02 Valley Point Office Tower, Singapore 248373 | https://www.utu.global<https://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. utu Pte Ltd is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

From: utuTaxfree Support <[email-masked]<mailto:[email-masked]>>
Date: Monday, 25 October 2021 at 2:26 PM
To: Customer Support <[email-masked]<mailto:[email-masked]>>, utuTaxfree Support <[email-masked]<mailto:[email-masked]>>
Cc: Ann Margareth Angeles <[email-masked]<mailto:[email-masked]>>
Subject: RE: Zendesk ticket #790 : Unable o activate card due to selfile issue

Hi Team,

Acknowledged your email.

Please find the INCIDENT #30028 Created for the below issue.

Thanks & Regards

Venkatesh Panja
Service Manager
E: [email-masked]<mailto:[email-masked]>
T: +91 9866287356

<https://www.utu.global/>

  <https://www.linkedin.com/company/ututaxfree/>    <https://www.instagram.com/utu/>    <https://www.facebook.com/utuTaxFree>    <https://twitter.com/utuTaxFree>

utu Techsolutions Private Limited
SR No. 125/113, Prasad Apt. Girija SOC, Kothrud, Pune 411038 India| https://www.utu.global<https://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. utu Techsolutions Private Limited is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

From: Customer Support <[email-masked]<mailto:[email-masked]>>
Sent: 25 October 2021 11:02
To: utuTaxfree Support <[email-masked]<mailto:[email-masked]>>
Cc: Ann Margareth Angeles <[email-masked]<mailto:[email-masked]>>
Subject: Zendesk ticket #790 : Unable o activate card due to selfile issue

Hello Team,

Please assist for below customer:

Name:  Khayata Gaby
utuID: 17GIL2L47
Issue summany: Cannot do selfile,unable o activate card, please see error as below