Serial number is not linked to your profile

Overview 

This error would appear on the Kazang Pay screen and indicates that device which is being used is not linked to the vendor’s account. 

Why would this happen:

1. If the app data was not on cleared on the device which is refurbished or was used previously used by another vendor.
2. IF the serial number and account number on the device do not match what we have on our subsystems.

Resolution:

Should an agent or vendor experience this error on their device, there are two possible solutions which can be applied. 

One at first line and another through KP Support. First line troubleshooting will check if the KP profile on the device matches what we have on the systems (CR), if the details on the profile do not match what we have on our systems then ask the agent to clear the app data. 

First line troubleshooting steps: 

See below steps to follow to clear the app data

       3. After selecting “Apps & Notificatsion”, apps will be displayed, proceed and select the Kazang Pay app

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

- If the error persists after first line troubleshooting has been performed and the app data has been cleared. 

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.