How to Help a Cardholder Update Their Contact Details

How can a cardholder update their contact details?

To update their contact details, guide the cardholder through the following steps:

1. Log in to their account: Instruct the cardholder to log into their account via your app or online portal.
2. Navigate to the account settings: Direct them to the "Account Settings" or "Profile" section, where they can find options to update their contact information.
3. Enter new contact details: The cardholder can update their phone number, email address, or other contact information as needed.
4. Confirm changes: After updating the details, the cardholder should review and confirm the changes to ensure their information is saved.

What should a cardholder do if they encounter issues while updating their contact details?

If a cardholder experiences issues, advise them to follow these steps:

1. Check for system errors: If the page doesn't load or changes aren't saving, ask the cardholder to refresh the page or log out and back in.
2. Ensure information is valid: If the cardholder is entering invalid or incomplete contact details (such as an incorrectly formatted phone number or email), they may receive an error. Advise them to double-check the accuracy of the information they are providing.
3. Verify their KYC status: If the cardholder hasn't completed KYC or their account has issues related to verification, they may be restricted from updating contact details. Ensure that their KYC status is up to date.
4. Contact support: If they continue to experience issues, the cardholder should contact your support team for assistance. Ask them to provide any error messages they've received to help with troubleshooting.