Could not retrieve user profile

Overview:

When seeing this error, it means that our servers are not able to find a Kazang Pay profile on our system that matches the details returned from the device. Once a Kazang Pay contract has been successfully onboarded to the CRM system, it creates a profile on the account level of that system (CRM). When the servers do not find this profile on the account level of CRM, then this error would appear. 

What would cause this error:

- Kazang Pay application has not been approved 

- Application has been approved but not completely onboarded 

- Serial number on the device does not match what we have on our sub systems 

First line troubleshooting steps:

1) Search for the account number on FreshDesk 

2) Look for and open the Kazang Pay application ticket 

3) If the ticket contains a tag saying "rejected" or "declined" then advise the caller accordingly

4) Should the contract have a tag that says "approved" then please escalate to the Kazang Pay Support department. 

Escalation matrix: 

When escalating to the Kazang Pay Support department, you can log a ticket and assign it to the FreshDesk group called Kazang Pay Support. We have a set SLA of 24 hours (To accommodate offline hours and also extended offline hours on weekends).

*Have we missed anything in this article? 

Email operationssupport@kazang.com should you need any more information to be added onto this article.