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Troubleshoot - Document Upload Issue - Customer Account

  • Updated

Issue:

A customer is unable to upload their documents via the Customer Account or Native Apps. 

Troubleshoot Steps:

 

Customer Account:

  1. "Are you attempting to upload your documents via the customer account on a web browser, or via the mobile app on your phone?"
    • If Customer Account, go to 2. 
    • If Native App, go to Native Apps 1. 
  2. "What browser are you using on your computer to access your customer account?"
    • Take note of the browser: 
  3. "Is the browser up to date?" 
    • Yes / No / Unsure
  4. "Have you an alternative browser installed on your device that you could try?"
    • If Yes, go to 5
    • If No, go to 8
  5. "Ok, would you be able to try uploading your documents via the alternative browser now, or would you like to try this in your own time and I can arrange a call back with you to check if the upload has worked?"
    • If now, stay on the phone and go to 6
    • If later, arrange a call back.
  6. "Ok great, I will stay on the line while you try that, feel free to ask for any guidance steps as you are completing this."
  7. "Did the upload work?"
    • If yes, advise the customer "Sometimes you can find that some browsers are applying various updates at different times, and it can cause incompatibility with some services on various devices. I would expect that this should work if you try it another time, or else you can continue to use the alternative browser if you need to upload more documents". 
    • If No, go to 8.
  8. "Ok, thanks for checking. In terms of the documents that you are attempting to upload, what type of files are they?"
    • File types:
  9. "And do you know the size of the files?"
    • If Yes, go to 10
    • If No, go to 11
  10. "Can I ask the file sizes please"
    • File size:
    • Under 10mb each, go to 11
    • Over 10mb each, go to 14
  11. "Are you attempting to upload all files at once, or individually?"
    • All at once, go to 12
    • Individually, go to 14
  12. "Could you retry the upload selecting one file and uploading it before attempting to upload another - sometimes if the file size is too large, the network can timeout the upload". 
    • Customer can retry now, go to 13
    • Customer can retry later, arrange follow up with the customer. 
  13. "Did the upload work?"
    1. If Yes, "Ok great, I would recommend either uploading smaller files in batches, or larger files individually."
    2. If No, go to 14.
  14. "Ok, thank you for trying that. I am going to refer this to our technical team for additional assistance.  They will be able to investigate this a bit further.  Are you happy if I give you a call back when I have a response from them, or would you prefer me to contact you by email?
    • Arrange follow up with customer END. 

Native Apps:

  1. "Are you attempting to upload your documents via the customer account on a web browser, or via the mobile app on your phone?"
    • If Customer Account, go to Customer Account 1. 
    • If Native App, go to 2. 
  2. "Firstly, could confirm your phone device make and model".
    • Phone device:
    • Phone model:
  3. "Do you know if you phone's operating software is up to date?"  You should be able to check this in the settings of your phone"
    • If yes, go to 4
    • If no, go to 12
  4. "Can you check if the Stroll app needs updated on your device, you can do this by searching for the device in the app store and clicking update if there is an update available."
    • No update needed, go to 5
    • Update needed, go to 13
  5. "Ok, thanks for checking. In terms of the documents that you are attempting to upload, what type of files are they?"
    • File types:
  6. "And do you know the size of the files?"
    • If Yes, go to 7
    • If No, go to 14
  7. "Can I ask the file sizes please"
    • File size:
    • Under 10mb each, go to 8
    • Over 10mb each, go to 15
  8. "Are you attempting to upload all files at once, or individually?"
    • All at once, go to 9
    • Individually, go to 11.
  9. "Could you retry the upload selecting one file and uploading it before attempting to upload another - sometimes if the file size is too large, the network can timeout the upload". 
    • Customer can retry now, go to 10
    • Customer can retry later, arrange follow up with the customer. 
  10. "Did the upload work?"
    1. If Yes, "Ok great, I would recommend either uploading smaller files in batches, or larger files individually."
    2. If No, go to 11
  11. "Ok, thank you for trying that.  I am going to refer this to our technical team for additional assistance.  They will be able to investigate this a bit further.  Are you happy if I give you a call back when I have a response from them, or would you prefer me to contact you by email?
    • Arrange follow up with the customer END. 
  12. "We would recommend that the next step in attempting to resolve the issue is to update your phone software as sometimes if this is outdated it can mean that recent app updates will be incompatible or may have glitches.  Would you be willing to do that today and retry the document upload?"
    • If Yes, go arrange follow up with the customer END
    • If No, advise "Ok, we can move to the next step, but this may be the issue." and progress to go to 4.
  13. "We would recommend that the next step in attempting to resolve the issue is to update your Stroll app as sometimes as this may have been a known issue with some devices, and it has since been fixed in a recent update.  Would you be willing to do that today and retry the document upload?"
    • If Yes, go arrange follow up with the customer END
    • If No, advise "Ok, we can move to the next step, but this may be the issue." and progress to go to 5.
  14. "Ok, so sometimes if files sizes are too big it can cause issues with uploads.  Can you check the file size on your device, anything over 10mb per file would be considered a large file and we would recommend taking a lower resolution image of the file and attempting to upload. Would you be ok to try that?"
    • If Yes, go arrange follow up with the customer END
    • If No, go to 11. 
  15. "Ok, so sometimes if files sizes are too big it can cause issues with uploads.  We would recommend taking a lower resolution image of the file and attempting to upload. Would you be ok to try that?
    • If Yes, go arrange follow up with the customer END
    • If No, go to 11. 

 

 

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