1. Can’t login    –     Error received when accessing Spend Manager

  • Check if the User has Access to the platform and when last, they login to the platform
  • Confirm with User which browser are they using to Access Spend Manager
  • Provide the customer the login link to try Access Spend Manager using Google Chrome
  • If issue persist, ask a User with Admin Access to try revoke the User’s access and re-invite them.
  • Advise the User that their Access will be revoked and re-invited , and they will receive a link that will allow them to register and once the registration process is complete , ask them to access Spend Manager with the login link provided,
  • Should we not replicate the issue , Jira should be raised with 3rd line support with relevant screenshots.

 

 

2. Soft Lock        –     Refresh subscriber details on the platform to confirm if Soft lock is removed

  • Check Control Point /Audit Trail
  • Advice the customer that Soft Lock is dependent on multiple systems, and it can take up to 24 hours to add or remove a lock
  • However, if the lock is not removed by the above-mentioned timeframe, we can then raise a Jira with Dev , attaching relevant screenshot.

 

3. Reset password   –    Confirm the email address in question with the customer

  •  Check Control Point whether the password reset email was successfully sent to the respective email address
  • Upon investigation should you find that the email address is grey-listed ,
  • Jira should be raised with 3rd line support with relevant screenshots to remove the grey-list on the email address.        


4.  Line is unable to connect – Investigate why the User is unable to connect


  • Check on Spend Manager if there is a lock reflecting on the line
  • Check whether User has exceeded the allocated limits / extract an itemized report to have visibility on usage used.
  • Check on Control Point if the line is linked to the correct Account Number or maybe the line has moved Accounts ( Also confirm with the customer to confirm the Account Number)
  •  Provide the customer with relevant screenshots extracted from our end ( Spend Manager) showing and confirming that from Spend Manager’s perspective there is no lock preventing the User from connecting.
  • Ask an Account Manager to investigate directly at network level as to why the line is unable to connect and/or to also check if there are any inhibitors in place.

 

 

5. No Usage on the line     –   Request the line in question

  • Check the line on Spend Manager to confirm whether there is no usage on the line
  • On Control Point , Query the MSISDN to see if the MSISDN has no VS FEED provisioned and confirm on which Account Number is the MSISDN in question linked to it , should there be no results found ,
  •  Liaise with the Account Number to confirm on which Account Number is the MSISDN in question linked to alternatively request a SDR report from the Account Manager.
  • On Control Point , Query subscriber under TPG to confirm whether Account number provided is indeed linked to the MSISDN
  •   Liaise with Dominique (Projects ) to assist with provisioning the MSISDN in question and provide the relevant Account linked to the MSISDN.