1. PIN reset on Kukua-Contact Centre
1.1. Kukua PIN can be reset by customer if the service is unlocked.
1.1.1. But if the service is blocked, customer calls the centre and request for Kukua Unblocking.
1.1.1.1. Customer details verified and Agent unblock service.
1.1.1.1.1. Customer is informed of the unblocking and advised to select Forgot PIN if he/she is about to log in and asked to enter his PIN.
2. PIN reset on Kukua- Branch
2.1. Customer visit the branch to request for Kukua PIN reset
2.1.1. CSOE verifies from customer's device to confirm if the service is unblocked, CSOE advise Hi to Kukua and click on the pop up link. Customer then selects Forgot PIN, provides his DOB, Account Number, Referral Code (Optional) and Create a New Pin.
2.1.1.1. If customer's service is blocked, Customer fills a form at the branch, provides the phone number, Account number and signs. CSOE verifies the information and raise a Ticket in OSP for Kukua Unlocking.
2.1.1.1.1. Kukua is unlocked and CSOE receives a mail to inform him/her the Ticket has been resolved. He/She takes customer through the process to reset PIN on Kukua.
3. PIN reset on App- Contact Centre
3.1. Customer can reset the Mobile App by himself/herself if the App is not blocked and also remembers the password. But if the App is blocked, he/she needs to call the centre for an unlocking
3.1.1. Customer calls the centre to request his/her Mobile App to be unblocked if he/she remembers the password or App reset if the password is also forgotten
3.1.1.1. Agent verifies customer and log for unblocking if customer remembers password or App reset if he/she has forgotten both
3.1.1.1.1. Customer is informed of the unlocking of Mobile App by Agent
4. PIN reset on App- Branch
4.1. Customer visits the Branch and request for Mobile App PIN reset
4.1.1. CSOE confirms if customer's Mobile App is blocked or Unblocked. If unblocked, CSOE engage confirms if customer remembers password.
4.1.1.1. If customer confirms he remembers the password and App is unblocked, he/she selects Settings and Go to Reset PIN to create a new PIN.
4.1.1.1.1. But if customer remembers the password but the App is locked.