How to Help a Cardholder with Account/Wallet Issues
Why might a cardholder experience issues with their account or wallet?
Cardholders may encounter several issues with their account or wallet. When assisting them, consider the following common causes:
- Connectivity issues with the platform: Sometimes, the cardholder may experience difficulties accessing their account due to connection problems. Advise the cardholder to refresh the app, check their internet connection, or try logging out and back in.
- Outdated app or wallet version: If the cardholder is using an outdated version of the app or wallet, it may cause errors. Encourage them to update the app or wallet software to the latest version.
- Account verification problems: If the cardholder has not completed required verification steps (such as KYC), they may face restrictions on their account. Advise them to check if there are any pending verifications and complete them.
- Insufficient funds: If the cardholder’s wallet doesn’t have sufficient funds, they may not be able to complete transactions. Guide them to check their balance and top up their wallet if needed.
- Locked or restricted account: Accounts may sometimes be locked or restricted due to security concerns or policy violations. Encourage the cardholder to contact your support team to resolve the issue and regain access to their account.
What should a cardholder do if they cannot access their account?
If the cardholder is having trouble accessing their account, suggest the following steps:
- Check login credentials: If you are a custodial solution, make sure they are using the correct email or password. If needed, they can reset their password using the “Forgot Password” option. If you are a non-custodial solution, make sure your user is selecting the correct wallet address when connecting their wallet.
- Verify internet connection: Ensure the cardholder has a stable internet connection, as this could impact their ability to access their account or wallet.
- Contact support: If they continue to experience issues, they should contact your support team for further assistance. Be sure to gather details about the problem to help troubleshoot more effectively.
How will Immersve assist with account or wallet issues?
Once an issue is escalated to us through your team, we will:
- Investigate account details: We will review the cardholder’s account or wallet activity to determine the cause of the issue.
- Resolve technical issues: If there are technical problems affecting the wallet or account, we will work to resolve them and ensure smooth access for the cardholder.
- Unlock or verify accounts: If the issue is related to account verification or a security lock, we will guide you through the necessary steps to restore access.