General Login Troubleshooting SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Step 1 - Troubleshoot with the customer

  • Step 2 - Password reset, OTP issues troubleshooting and duplicate accounts

• 3. Review and Revision History

• 4. Attachments/Appendices

• 
  

1. Purpose

This SOP covers the process that needs to be followed when a customer is struggling to log in to their JD Sports Profile.

NB: CUSTOMERS WILL NEED TO REGISTER THEIR EMAIL AND CELL NUMBER ON JD SITE AND WILL NOT BE ABLE TO USE THEIR BASH LOGIN DETAILS UNLESS THEY HAVE REGISTERED ON JD ONLINE

2. Procedure

Step 1 -  Troubleshoot with the customer

1.1) If the customer is able to provide us with an order number linked to their profile, use this to bring up the customer's information. 

Ensure the customer's email address or phone number that they are using to log in matches the contact information on their JD Sports profile. 

Be mindful that we can’t share private/sensitive information. 

We can share a redacted email/cell number with the customer if they are using the incorrect login information.

1.2) Instruct the customer to attempt logging in with both their email address and password, and if that fails, to try their cell phone number and password.

1.3) If the customer is trying to log in using a Gmail account, advise them to use the “Continue with Gmail” option (see annexure A), as opposed to typing their email and password on the login page.

1.4) If the customer signed up via their Facebook account or Apple ID, they should use the “Continue with Facebook/Apple ID” option (see annexure A)

1.5) If the customer is locked out, guide them through the password reset process by clicking on “Forgot password?” and entering their email address or cell phone number to receive an OTP. 

If the customer is not receiving their OTP, proceed to step 2. 

Step 2 - Password reset OTP issue troubleshooting and duplicate accounts.

2.1) Ensure the customer's email address or phone number that they are using to log in matches the contact information on their JD Sports profile. 

Be mindful that we can’t share private/sensitive information. 

We can share a redacted email/cell number with the customer if they are using the incorrect login information.

2.2) Suggest restarting their phone and checking that it's not roaming, especially for OTP delivery issues.

Remind the customer that OTPs are only sent to South African numbers. 

2.3 If the customer still does not get the OTP after verifying and troubleshooting, escalate the ticket with Tech Growth (Identity) by using the Growth - General Tech Request service request. 

2.4 Refer to the Escalations Support SOP for next steps.

Escalation Process

3. Review and Revision History

[Document any changes made to the SOP, including the date of revision, a brief description of the change, and the name of the person making the revision.]

4. Attachments/Appendices

Annexure A:

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.