How to Help a Cardholder with an Unhandled Error
What should a cardholder do if they encounter an unhandled error?
If a cardholder encounters an unhandled error while using your app, guide them through these steps to troubleshoot and resolve the issue:
- Refresh or restart the app: Advise the cardholder to refresh the page or log out and back into the app. If the error persists, ask them to close and restart the app completely.
- Check for app updates: Ensure the cardholder is using the most recent version of the app. If not, recommend they update the app through their device’s app store, as this may resolve the error.
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Gather error details: Encourage the cardholder to collect the following information, which will help in troubleshooting the issue:
- A description of what they were doing when the error occurred
- Any error messages or codes displayed on the screen
- The time and date of the error
- Screenshots or screen recordings, if possible
- Their mobile or browser type and version
- Contact your support team: If the error persists, advise the cardholder to reach out to your support team and share the information they’ve collected. This will allow your team to investigate the issue more effectively.
- Escalate to Immersve if needed: If the error involves services provided by Immersve and cannot be resolved internally, escalate the issue to us with all relevant details. Immersve will work to identify the root cause and provide a solution as soon as possible.