Customer calls and states they are having issues with upgrading their wallet:
- Verify the customer (regular KYC plus 2 additional questions) and verify of the status of the account is active.
2. Verify if the customer has the latest version of the MyCash app. If yes, guide the customer through the steps to update to the MyCash Plus with in the app.
Navigate to Solutions > MyCash > Screen Apps and flows > Upgrade to MyCash Plus. (The screenshots consist of the step-by-step process on how a customer can upgrade their wallet).
3. If the steps fail on the customers end, request screenshot of the error message being received. Usually, the failure message is as seen below:
4. Request : Front and Back of Photo Valid Government issued ID – must be clear, taken in good light condition and words should be clear.
5. Once all the information has been collected, escalate to the compliance team along with the customer’s name, contact number, screenshot and supporting documents to assist with the manual upgrade t the MyCash plus
6. Compliance would then advise on whether the upgrade has been successful.
7. Once completed reach out to the customer to advise status of upgrade. Eg. Successfully upgraded or request declined/reason stated by compliance.
NOTE:
If a customer would like to know about the differences between the limits: Solutions > MyCash > FAQs > MyCash Customer Wallet Limits.