User Log in OTP SOP

Overview 

When customers with an existing Mr D profile log into their account, they will be required to do the following in order to log back into their account:

• Input email 
• Request, receive (cellphone or email address linked to account) and input OTP (New)
• Input their password

The below document outlines the the following:

• Customer log in app Journey & Errors 
• Troubleshooting Process & Escalation

1. Customer log in app Journey & Errors 

The below steps outline the in app journey the customer follows when logging into their account.

Cellphone & Email OTP 

1. Enter email address linked to Mr D profile 
2. Enter Password 
3. Select Sign In, request for OTP will be automatically triggered 
4. Receive OTP via sms. Enter OTP
   1. Customer can select “Resend OTP” and OTP will be resent to the customer cellphone or 
   2. Customer can select “verify using email address” OTP will be sent to email address linked to Mr D profile 
5. Enter OTP

Errors and Contact Support

2.OTP Troubleshooting Process 

POPI Customer Verification

• When inbound contact is made by a customer related to OTP issues, agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP

#

Step

Responsible

1

Receive customer call

Customer will contact us indicating that they are trying to log back into their Mr D account AND they are unable to because they are not receiving the OTP required to log in

Mr D CS Agent

2

1st Level Troubleshooting

• Confirm that the customer has attempted to receive OTP via sms and email method
  • If the customer has not attempted both walk them through the process of attempting to receive the OTP using the unused method
  • Ask the customer to check their spam when using the email method 
• Results of troubleshooting
  • OTP Received: No further action required.
  • OTP NOT Received: Move to step 3

Mr D CS Agent

3

2nd Level Troubleshooting

• Open Admin review customer profile details on Admin
• Review Email 
  • Sometimes the error is related to a typo that the customer made when inputting their email address
  • Below is the table of errors you may change on behalf of the customer on admin

Example of error in email address	What it Should Be	Explanation of error
[e-mail].z [e-mail] [e-mail]	[e-mail] [e-mail] [e-mail]	Missing characters in the email address string
Customer1 @gmail.com [e-mail]_	[e-mail] [e-mail]	Spaces in the email string

 *NB NO Other changes are allowed to be made on behalf of the customer outside of the instances that are highlighted in the table above.

• If the customer confirms that their email address is correct, send the customer a test mail:
  • If the customer confirms that they received the test email, ask them to request the OTP via email again.
  • If the customer did not receive the test mail:
    • Confirm with the customer whether they have received any recent emails from Mr D
  • If the customer confirm that they did not receive any recent emails from Mr D and that there is no email in their spam, escalate the matter to your TL

Mr D CS Agent

4

Determine Action 

2nd Level Troubleshooting 

• OTP Received & Amended 
• OTP not Received
  • Inform customer that you cannot change cell phone number or email address details
    • Customer will have to gain access to the email account linked to profile or create a new profile 
  • Escalate to TL for possible account takeover  

• TL escalates the matter to the product team informing them of the issue

Mr D CS Agent

5

TL Action 

•  Decide if this should be escalated to either the product team or ops.

Mr D TL or 2IC

6

Zendesk

When closing the call ticket the following zendesk classification needs to be used:

• Ticket Form: Mr D Food :: Customer Query
• Query type:: Mr D Food: One Time Pin Issues

Mr D CS Agent