Creating a Card – Immersve

How to Help a Cardholder Create a Card

To create a card, guide the cardholder through the following steps:

Complete KYC verification: The cardholder must have completed the Know Your Customer (KYC) process. If they haven’t, instruct them to submit the required documents through your app or portal before proceeding.
Navigate to the card creation section: Advise the cardholder to find the option to create a virtual card, typically under the "Card Management" or "Account" section.
Confirm and submit: After reviewing the details, the cardholder can confirm the creation of their virtual card. The card should be available for use immediately upon successful creation.

Completed KYC verification: The cardholder must have successfully completed the KYC process.
Verified account: The cardholder’s account must be active and verified.
Correct personal information: The cardholder needs to ensure that all personal details and any relevant documentation are accurate and up to date.

If a cardholder experiences any issues, guide them through these steps:

KYC verification issues: Ensure the cardholder has completed the KYC process. If their KYC verification is incomplete or rejected, they will not be able to create a card. Advise them to recheck and resubmit the required documents if necessary.
Check for system errors: If there’s a technical issue during the card creation process (such as the page not loading or errors during submission), ask the cardholder to refresh the page or log out and back in.
Partner-level troubleshooting: Before escalating the issue to Immersve, investigate the problem within your support team. This includes checking the cardholder’s account status, and any system or technical errors on your end. Ensure that all standard troubleshooting steps have been followed.
Contact support: If the issue persists after your internal investigation, escalate the issue to Immersve. Provide any error messages the Cardholder has received, as well as their account details, to speed up the troubleshooting process.

Here are some common errors that may occur during the card creation process:

KYC not completed: The cardholder will be unable to proceed if their KYC verification has not been completed or has been rejected.
Account restrictions: If the account has been flagged for suspicious activity or is otherwise restricted, card creation may be blocked until the issue is resolved.
Technical issues: System errors or poor internet connection may interrupt the card creation process. Encourage cardholders to try again after checking their connection or restarting the process.

Investigate technical issues: If the cardholder encounters any technical problems, we will investigate and resolve them to ensure smooth card creation.
Support KYC-related issues: We will review any KYC-related problems to help ensure the cardholder can complete the card creation process successfully.
Ensure quick resolution: Immersve will work with you to address recurring card creation issues and improve the process to minimize disruptions.

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