Apologize to the client and explain that Quontic is aware of the issue and that we are actively working on a resolution, but that it may take some additional time to determine a solution.
Collect and document on the ticket the below information and provide it to FIS (Email Digital Bank the collected information and document it on the Hubspot ticket)
- Name of User
- User ID
- Phone Number
- Carrier
- Device Make (e.g. Apple, Samsung)
- Device Model (e.g. iPhone 8, Galaxy S8)
- Device Operating System
- OS Version
- Mode (App, WAP, SMS)
- App Version
- Browser (if applicable)
- Date and Time of issue
- Request a screenshot of the issue if possible