1. Selfie Validation
1.1. 1. Members have 3 attempts to upload selfie to activate SmartKey
1.2. 2. If members have failed ALL 3 attempts, they will be contacting CS for assistance
1.3. Agent
1.3.1. a. Go onto Gearbox
1.3.2. b. Search for member's booking with registered email address
1.3.3. c. Click on 'Expand' > 'Selfie' and validate the selfie uploaded against selfie uploaded during sign-up
1.3.4. d. If selfie matches, click on SmartKey on to enable SmartKey function on the app
1.3.4.1. Freshchat tagging to be used: L1: Booking L2: Selfie Validation L3: Failed Validation
1.3.4.2. If selfie does not match, inform member that only registered member can access the car
1.3.4.3. Freshchat tagging to be used: L1: Booking L2: Selfie Validation L3: Failed - Unregistered driver
2. SmartKey Issue
2.1. SmartKey Greyed out
2.1.1. 1. Confirm the car's battery level
2.1.1.1. a) Good: Request user to refresh SmartKey
2.1.1.2. b) Low (115V & below) : Replace car for member
2.1.1.2.1. Create a ticket and block the car for 7 days in Gearbox
2.1.2. 2. If SmartKey remains greyed out after step 1, create a ticket and block the car for 7 days in Gearbox once the booking has ended
2.1.2.1. Q: What if member needs to lock/unlock the car during booking? A: Member needs to reach out via live chat to do so
2.2. SmartKey enabled (Blue colour) but cannot lock/unlock
2.2.1. 1. Verify if MDN number between GOS and Gearbox matches
2.2.1.1. If matches :
2.2.1.1.1. a) Check command failures in GB
2.2.1.2. If doesn't match:
2.2.1.2.1. a) Assign callback for replacement
2.3. Callback agent is required to :
2.3.1. 1. Replace car for member
2.3.2. 2. Replace car for future bookings
2.3.3. 3. Create a ticket and block the car for 7 days in Gearbox