Subject: [utu] Re: Status of my application/card
From: "Anish Nair (utu)" <[email-masked]>
To: Pritish <[email-masked]>
Date: Fri, 05 Nov 2021 13:20:45 +0000

##- Please type your reply above this line -##

This ticket (#797) has been updated.

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Anish Nair, Nov 5, 2021, 21:20 GMT+8

Dear Francesco,

Thankyou for your response.

Please accept our sincere apologies for the inconvenience, We have escalated the issue to our technical support team and we will get back to you as soon as we have further updates regarding the same.

Thankyou for your understanding and patience.

Best Regards,
Anish
utu Support

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Ciskjie, Nov 5, 2021, 16:27 GMT+8

Hi Pritish,

I havecdine all this but it keeps sending back in curcle asking to scan passport , upload selfy and agree to t&c… over and over again

Sent from Ciskjie's iPhone

> On 5 Nov 2021, at 05:28, Pritish (utu) <[email-masked]> wrote:

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Pritish, Nov 5, 2021, 13:28 GMT+8

Hello Francesco,

Thank you for your response.

Please accept our sincere apologies for the inconvenience caused. We can understand that you are not happy with the utu App experience.

Could you please make sure you have done the following to resolve the issue:

1. Update the utu App from the App Store and Play Store first before proceeding further. (We have tried fixing the selfie and passport scanning features in the latest app update)
2. Scan passport and save on results screen (Make sure there are no camera flashes)
3. Take a selfie and submit it on a selfie screen (Make sure you submit a clear selfie image)
4. Add and select a refund method
5. Agree to the terms
6. Validate with a valid credit card

Please do let us know once you have activated the utu Tax Free Card successfully.

Best regards,
Pritish
utu Support

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Ciskjie, Nov 4, 2021, 21:43 GMT+8

Hi

Can someone tell me if my account is actuve or not? The app keeps asking me to upload my details… this is really not a good service.

Francesco

Sent from Ciskjie's iPhone

> On 4 Nov 2021, at 09:03, utu <[email-masked]> wrote:

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Pritish, Nov 2, 2021, 16:37 GMT+8

Hello Francesco,

Thank you so much for your kind patience and understanding.

We are glad to inform you that we have fixed the glitch with you utu Tax Free Card activation. However, we would request you to please follow the activation procedure again to successfully activate the utu Tax Free Card.

- Scan your passport
- Submit a selfie for verification
- Choose your preferred refund method
- Enter promo code, if any
- Use a valid payment card for validation charge of €1.99 to activate the card

Please do let us know once you have activated the utu Tax Free Card successfully.

Best regards,
Pritish
utu Support

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Pritish, Nov 1, 2021, 16:37 GMT+8 (private)

Asked Tech Team for an update as the customer is chasing us

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Pritish, Nov 1, 2021, 16:37 GMT+8

Hello Francesco,

Please accept our apologies for the delay in resolution.

We are checking this with our Technical Team and will get back to you shortly.

Thank you for your continued patience and understanding.

Best regards,
Pritish
utu Support

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Ciskjie, Oct 31, 2021, 16:57 GMT+8

Good morning

Could I please have an update on this?

My account/card is still showing Pending.

Many thanks

Francesco

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Pritish, Oct 27, 2021, 18:17 GMT+8 (private)

Escalated to Tech Team via utu mailbox

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Pritish, Oct 27, 2021, 18:12 GMT+8

Hello Francesco,

Thank you for sharing the screenshot of the application.

We have escalated this to our technical team for investigation and will get back to you as soon as we have an update.

Thank you for your patience and understanding in this matter.

Best regards,
Pritish
utu Support

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Ciskjie, Oct 27, 2021, 17:40 GMT+8

Morning Prirish

Here all i get with regards to my account/card - no error messages.

Kindly advise

Thank you

Francesco

 ![](https://ututaxfreehelp.zendesk.com/attachments/token/MWQp3UO3ulptrDrEI7nNZgDev/?name=image0.png)

Sent from Ciskjie's iPhone

> On 27 Oct 2021, at 10:14, Pritish (utu) <[email-masked]> wrote:

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Pritish, Oct 27, 2021, 17:14 GMT+8

Hello Francesco,

Thank you for reaching out to us.

Please accept our sincere apologies for the delay in activating your utu Tax Free Card.

Could you please advise if you have already progressed through the activation process of utu Tax Free Card?

When you do the selfie step, please make sure the selfie is similar to the passport. If the issue still exists, please send us a screenshot of the error and kindly provide us with the type of device you are using. We will escalate it to our technical team for further investigation.

We look forward to hearing from you.

Best regards,
Pritish
utu Support

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Ciskjie, Oct 27, 2021, 0:19 GMT+8

Hi, would you be able to please to provide an update on the status of my application/UTU card? It’s still not been activated.

Many thanks 
F Rendina

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