App Related: Trouble Signing Up/Logging in on the App

Check for the appropriate failure reason - Login/Sign Up 

1. Permissible limit exceed
2. Your account has been temporarily suspended
3. Incorrect email address or password
4. Email address or Phone number already registered with us

Step 1: Follow the troubleshooting steps mentioned below.

1. Login Failed – Ban due to Permissible Limit Exceeded / Error Message - “Login failed. You have violated Ola Login/Security policy” – Convince the customer that “this is a system defined process and hence they won’t be able to login now; however they can try logging in after a week”.
2. Your account has been temporarily suspended – (Unban only for Excessive cancellations) (How to Unban the User?)
3. Incorrect email address or password – Ask to check for typo errors & Guide the customer to reset the password using Forgot password option (How to Reset Password through Ola App?)
4. Email address or Phone number already registered with us – Educate Email Address or Phone already registered & helps to recover the account.

Step 2: If issue not resolved by step 1, Raise ticket and inform TAT “within 48 hours” (How to Raise a Ticket?)

Do not ask the customer to send an email to [email protected]

Email Team:

Step 1: Reply to the customer with the steps mentioned above– Submit the ticket as “I am solving this ticket”. (How to Solve/Escalate the Ticket)

Tech Team (only when ticket is escalated):

1. Verify the issue as described in the ticket.
2. Get additional info from customer if required
3. Create a JIRA ticket to Tech Team with full details of the issue (How to raise a Jira Ticket?)
4. Follow up with tech and monitor the closure of the issue
5. Once the issue is solved, Submit the ticket using the macro I am solving this ticket with the details of resolution (How to Solve/Escalate the Ticket)

Disposition: Complaint > App Issue >  Trouble Signing Up/Logging in on the App (How to Raise a Ticket?)