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When customers advise that they are experiencing issues registering for the MyCash app, kindly follow the below steps: 

1. Verify that the customer has the latest version of the app. 

2. Guide the customer through the registration steps and verify where the error message is being received

3. Use the customer's TRN to check Huawei and probe the customer to verify if they had previously Registered for the                 MyCash  app using a different phone number. 

4. Ask the customer if they registered for the MyCash app previously using a different phone number 

Please note that the customer MUST provide you with their previous phone number, do not advise the customer of the number you are seeing on the account. 

Once the customer registered previously, they would not be able to register a new phone number; A phone number change would need to be completed. 

5. If the issue still persists, and the customer is unable to register for the MyCash app, the customer is required to send us a Valid Government issued ID & TRN along with screenshot of the issue and their contact number being used to register. 

6. The customer information along with the supporting screenshots should be escalated to NOC to assist with resolving the issue and the frontline team should update the customer accordingly.