DRAFT - Password Reset Troubleshooting
AUDIENCE:
Internal (Staff)
DESCRIPTION: COVERS THE BASIC KNOWLEDGE OF TRoubleshooting Network access
At this point it is taken that the work seeker has passed the verification process
From the verification process, you should have the following information:
ID Number
Firstname, Lastname
Mobile number that they used to register onto the network with.
Steps to follow:
Pull up the candidates profile on Portal.
Check and confirm that the contact number that appears under the candidates profile matches the number that they are calling from.
If this is not the case, please clarify the number with the candidate as this may be the root cause for the issue at hand. i.e. They could have used another family members number and handset to register OR They could have replaced their number from the last time that they registered on the network OR They have taken a new contract with another network provider that has given them another mobile number. This means that no matter how many password reset requests they request, it will be for nothing as they original mobile number now fails to exist or has been recycled and re-allocated to another person.
If the number matches the candidates calling number then you can proceed to try and assist them with further troubleshooting steps.
At this point, you must ask them when was the last time that they received an SMS? --> this will clear up any network related cause to be the underlying issue.
Ask them to please navigate to the SMS menu and to ensure that our number does not appear under SPAM or Blocked as by default, the android handsets seem to prompt this action to users when they receive messages from numbers similar to ours. As per the below image example. 087 is a number associated with SPAM.
As an internal investigations step and in tandem, You can check the View correspondence history in order to gain some visibility on how many password reset requests they have already made.
If there appears to be no network-related issue, you may assist them by selecting the Reset Password option from the portal and waiting on the line to confirm receipt of the SMS.
A Password Reset Successful notification should display , indicating that a SMS has been sent to the young person's cell phone number.
You may now close the notification and re-visit the View correspondence history menu. This is to confirm that the related Password Reset message was created. Note the Date and time that appears to the far left of the screen as well as the number that appears in the Sent to field.
Talk the candidate through the process of actioning the password reset and ask them to ensure that they enter a password that is easy for them to recall and that the number of characters is at least 6 and that there are no spaces entered erroneously.
Re-iterate to them that the number they enter into the mobile number field must be the same number they registered with as to clear up any miscommunications that may have occurred.
At the point of the candidate seeing the Notification that they will receive a SMS if there is a profile that matches these details, ask the candidate to please click onto the Go Back to Log in button. They should wait for 2-3 minutes and ask them confirm that they have indeed received the SMS.
Prompt them to navigate to their SMS menu and to open the SMS. Ask them to please note if a prompt on their phone indicates to them to save the number or to report it as spam.
Ensure that they are directed to Add contact and to save the number as a contact on either their 1- email address \2 - SIM \ 3 - Device. Ask them to save the contact as SAYouth. They should see the contact name change on their SMS menu.
Ask them to please click onto the link and to ensure that they enter a simple and easy password for them to recall.
Remind them to make their password at least 6 characters long and to ensure that they don't put any spaces when typing.
Once they have completed entering the password into both fields, ask them to please click Next.
Confirm that they are presented with a screen indicating that they have successfully reset their password.
Advise them to select the Go Back to Log in button.
Prompt them to enter their credentials i.e. ID number and the new password but ensure to tell them to not do anything further.
Confirm with them if the device they have is owned by them.
If this is the case, then bring attention to the Stay logged in option that appears at the bottom half of the Login screen.
Ensure that you clearly explain that if they just select this option, they will find it easier to gain access to the network as they can simply select this option to ensure that they are able to return to the network on this device without having to re-login.
If the device is not owned by them, for whatever reason, prompt them to ensure that this option is unticked.
From this point, advise them to regularly visit the network as there are always opportunities being posted as well as learning content , in addition to volunteering campaigns. Be sure to mention that they can use the network to transition from their initial base employment onto better opportunities that could open more career pathways for them in addition to higher earning opportunities.