Account login attempt failed

Overview 

This error would appear on the Kazang Pay screen and indicates that the error is not connecting to our servers and could it be for a number of reasons.

Why would this happen:

1. If there is bad connection on site and the device does cannot connect to our servers.
2. When the Kazang Pay profile on the device does not match the details we have for the vendor on our subsystems. 
3. When KP is offline and the device cannot connect to our servers.

Resolution:

Should an agent or vendor experience this error on their device first checks include, checking the network on the device to confirm if there is not bad connection. Other checks include checking if the KP profile on the device matches what we have on the system.

First line troubleshooting steps:

1. Ask the agent to check and confirm if they are connected to a stronger wifi signal or alternatively switch the sim on the device to one that has coverage in the area.
2. Ask the agent to provide a photo of the KP profile and check if the profile matches what we have on CR.

See below steps to follow to get a KP profile.

            4. After selecting “Profile”, then the KP profile will be shown on the device.

The above error can be escalated to the Kazang Pay Support department for further handling. 

- The error persists after first line troubleshoot has been done.

- When the error is persists on all devices and multiple agents report the same error (this could mean that KP is offline)

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.