Best AI Website CreatorThe Countries available for registration:
Bitaqaty:
Saudi Store: Saudi Arabia - Iraq - Oman ➡️Currency: SAR
Emirati Store: Emirates ➡️ Currency: AED
Global Store: Jordan - Bahrain - Qatar - Kuwait - Egypt ➡️ Currency: USD
OneCard
Saudi Store: Saudi Arabia ➡️Currency: SAR
Global Store: UAE - Jordan - Oman - Kuwait - Bahrain - Qatar - Egypt ➡️ Currency: USD
- Enter the Mobile Number
- Receive OTP as SMS & enter it
- Receive OTP in the email & enter
New Merchants:
- You can direct the customer to send a direct joining request to our merchant team at (merchantsupport@OneCard.net) and he will be contacted by them if his request is accepted.
Existing merchants:
- The Merchant accounts cannot be accessed by our support team and for any issues related to these accounts, We just guide the owner of the merchant account to contact our merchant team
New Resellers:
Bitaqaty
- You can direct the customer to submit a direct request on our website through this link “https://bitaqatybusiness.com/#/pages/home” and he will be contacted by the distribution team if his request is accepted.
- You can send a request to the Reseller department for him (Be a Reseller) by asking him to send his (name, email, phone no, country & city, and activity (Online or Store))
- Knowing that this service is stopped in Egypt till further notice.
OneCard
- You can send a request to the Reseller department for him (Be a Reseller) by asking him to send his (name, email, phone no, country & city, and activity (Online or Store))
- Knowing that this service is stopped in Egypt till further notice.
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Current Distributors:
Distributor complaints and inquiries:
For any kind of general inquiries or complaints about the products, the support team should handle them.
- Any other problems such as (password recovery, data change, login problems, etc.):
*The support team must advise the seller to contact their direct account manager and then send a notification to the distribution team.
Issue: Did not receive the SMS OTP
How to Make sure:
1- The account is not active
2- There is no registered email (Trnx ID)
3- Avatar is Yellow
Action Taken:
1- Call the customer
2- Click "Show Verification Code" on Admin
4- Give the OTP to the customer
5- Add the OTP in the ticket note
Issue: Did not receive the Email OTP
How to Make sure:
1- The account is not active
2- There is a real registered email
3- Avatar is Yellow
Action Taken:
1- Ask the customer to check his email boxes
Spam / Junk / Inbox
2- Ask the customer to change the browser
3- Finally, Ask the customer to change the email if still hasn't received it
Issue: Did not receive Login OTP
How to Make sure:
1- Account is Active
2- Avatar is Green
Action Taken:
1- Call the customer
2- Verify the data
3- Click "Show Verification Code" on Admin
4- Give the OTP to the customer
5- Add the OTP in the ticket note
Step 1: Ask the user for his registered email/Phone No.
Step 2: Inform the customer of the reason for the closing account (due to non-use for more than a year), and his request to reactivate the account will be sent.
Step 3: Assign the ticket to Leader
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OneCard NOT OneCardEndUser:
Step 1: Ask the user for his registered email/Phone No.
Step 2: If you find that the account is for the old OneCard website, Inform him that we can’t activate it again, but he can create a new account with the same data on OneCard.com
Step 1: Ask the user for his registered email/Phone No.
Step 2: Inform the customer of the closing account reason (due to you pressing the (Close Account) button from within the application instead of pressing the (Log Out) button.)
Step 3: Call the customer on his registered mobile number to verify his account data. If verified, Inform him that his request will be sent to reactivate the account again.
Step 4: Assign the ticket to Leader
Note: If the customer cannot answer the verification questions correctly, Inform him that he can contact us again when he remembers his account’s data.
Step 1: Ask the user for his registered email/Phone No.
Step 2: Inform the customer of the reason for the closing account (due to entering the OTP code incorrectly more than once), and his request to reactivate the account will be sent.
Step 3: Assign the ticket to Leader
These accounts have been blocked due to certain specified reasons, the account turns red and the reason is different from one case to another.
● Reported (OneCard / Bitaqaty): This account will not be opened again because it was fraudulently used.
● Suspicious (OneCard / Bitaqaty): It may enabled again:
Step 1: Send a ticket to the customer informing him that his request will be sent for verification.
Step 2: Send a new ticket to fraud team asking the possibility of opening this account again
Step 3: Add a note in the original ticket with the fraud team ticket number.
Step 4: According to Fraud team reply if needed:
Ask the customer to contact us through this no. “00966597206666” on WhatsApp using his registered mobile number in his disabled account & provide us with the requirements from Fraud team.
Step 1: Ask the user for his registered email or phone number and explain why he wants to disable his account.
Step 2: Call the customer on his registered mobile number to verify his account data. If verified, Inform him that his request will be sent to deactivate the account as per his request.
Step 3: Assign the ticket to (Jariry)
Note: If the customer cannot answer the verification questions correctly, Inform him that he can contact us again when he remembers his account’s data.
If the customer wants to change his registered Email
Step 1: Ask the customer about the new email & make sure that it is not registered in any other accounts by searching for it on admin.
Step 2: Call the customer on his registered phone no. for verification.
Step 3: Send only one ticket to the old email informing the customer that we will verify his request and once the action is done, he will receive the confirmation on the new email.
Step 4: Take action from your side on the spot
Step 5: Once the action is taken, Forward to the new email notifying the customer of the action taken.
Step 6: Add a note in the ticket with the old & the new emails.
If the customer wants to change his registered Mobile Number:
Step 1: Ask the customer about the new mobile no. & make sure that it is not registered in any other accounts by searching for it on admin.
Step 2: Call the customer on the old registered mobile no. to check its status.
Step 3: Call the customer on the new phone no. for verification.
Step 4: Take action from your side on the spot.
Step 5: Confirm to the customer that his registered mobile no. has been successfully changed as per his request.
Step 6: Add a note in the ticket with the old & the new mobile numbers.
Note: If the customer contacted us on a ticket from a different email than the registered email:
* After taking the action reply to the same ticket (a new ticket will be sent to him on the registered email)
* Create a new ticket for him to the registered email confirming that his registered mobile no. has been successfully
You are requested to ask the customer 6-7 questions and he is supposed to answer 5 at least to take action.
1. Full Name.
2. Date of Birth.
3. Country and City
4. Preferred Language.
5. Most Payment Methods are used.
6. Most purchased products.
7. Last transactions/orders if applicable.
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