TFG account payment OTP issues SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • Scenario 1 - No OTP received

  • Scenario 2 - OTP not working 

• 
  

1. Purpose

This SOP covers the process to follow when a customer is trying to pay for an order using their TFG account but they are experiencing issues with their OTP.

2. Procedure

Context

When a customer makes a payment using their TFG Money account, they will be sent an OTP to the cell phone number linked to their TFG account. In certain instances, customers may not receive their OTP or the OTP they receive is not working.

Scenario 1 - No OTP received 

1.1) Ask the customer to provide the contact number they are expecting to receive the OTP via. Check the customers TFG account details on TFG Credit Self Service using their TFG account/card number. 

Check that the cell phone number the customer provided matches the cell number captured in the “cell phone” field on TFG Credit Self Service and that the number is a South African number. 

• If the number on TFG Credit Self Service is incorrect or not a South African number proceed to step 1.2. 

• If the number is correct and it is a South African number, the customer should be receiving their OTP. The customer should check if their SMS inbox is full or if they have blocked receipt of these types of SMS’s.

1.2) Advise the customer to reach out to TFG Customer Services in order to get their cell phone number corrected on TFG Credit Self Service.

Scenario 2 - OTP not working 

2.1) OTP’s are time sensitive, and the customer needs to ensure that they are entering the OTP within 20 minutes of requesting it. We should confirm with the customer that they are following this time constraint.

• If the customer states that they did not receive the OTP at all, refer to scenario 1.

• If the customer claims that they have entered the OTP within 20 minutes of requesting it, ask them to make another attempt. 

• If the OTP is still not working after the second attempt, Create a Service Request (SR) with the Fintech TFG Money Team using the catalogue item - Fintech TFG Money - General Tech Request.

• Refer to the Escalation Support SOP for further escalation details and steps. The SOP will cover the information that needs to be provided and how to handle feedback from the escalation team.

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.