🇬🇧 EN - Resolve SCA incidents

Resolve SCA incidents

QUIZ

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QUESTION 1/12

Topic: Issues related to SCA (strong authentication)-rESOLVE a specific SCA issue

QUESTION 1/12

Explanation

App, means that the client is using an outdated authentication method that is no longer used at Qonto. This previous two-step validation method involved using an application to generate confirmation codes. If a client has this old validation method, it can prevent them from performing sensitive actions on their account and activating SCA for the first time.To solve the issue, you will need to:

• disable the old two-step validation method on the client's membership profile, following the instructions in the Mayday procedur titled "The client is unable to activate SCA because they have an old two-step validation method (APP)".

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QUESTION 2/12

ThEme : SCA Troubleshooting – Basic Diagnosis

Context: A customer contacts you because they want to access their account, but they are unable to do so. It appears that their mobile device is no longer associated with their Qonto account. They would like you to assist them in associating their new device. Upon accessing their account, you notice that the account status is "Suspended".

QUESTION 2/12

Explanation

If a client's account is suspended, you should inform them that you need to review their file and ask them to wait for a moment. Do not mention the suspension to the client before understanding the reason behind it. Also, under no circumstances should you lift the current suspension on the account without authorization.

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QUESTION 3/12

ThEme : SCA Troubleshooting – Basic Diagnosis

QUESTION 3/12

Explanation

To ensure that SCA Qonto notifications are properly enabled by a client, they need to go to the settings of their device. For this, it is crucial:

• to verify on Forest that the customer has the SCA
• and ask the customer to go to the settings of their device, not the settings of the Qonto mobile application, to check if they have allowed Qonto to send them notifications (notifications may include alerts, sounds, icons, banners).

Once in the settings of their device, the customer must ensure that Qonto notifications are activated.

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QUESTION 4/12

ThEme : SCA Troubleshooting – Basic Diagnosis

QUESTION 4/12

Explanation

During an SCA troubleshooting, the path you need to follow to verify the size and status of a client's POI is Memberships > click on the relevant membership > Documents.

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QUESTION 5/12

ThEme : SCA Troubleshooting – Basic Diagnosis

QUESTION 5/12

Explanation

The path you need to follow to verify if a customer's SCA is active or not during SCA troubleshooting is: Memberships > click on the membership > User (blue link)

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QUESTION 6 /12

ThEme : SCA Troubleshooting – Basic Diagnosis

QUESTION 6/12

Explanation

The first 3 checks to perform when a client contacts us to report an issue related to SCA are:- Verify that the account has the status "Activated" - SCA is enabled on the client's membership - Verify that their device is up to date

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QUESTION 7/12

ThEme : SCA Troubleshooting – Basic Diagnosis

QUESTION 7/12

Explanation

During an SCA troubleshooting , this page allows you to verify the version of the Qonto application that a client is using to connect to their account. To access this page, go to Forest > Membership > User > Visit.

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QUESTION 8/12

ThEme : SCA Troubleshooting – Basic Diagnosis

QUESTION 8/12

Explanation

At Qonto, SCA can only be activated if the client has a phone with an iOS, Android, or Huawei operating system. The KaiOS operating system is not included.

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QUESTION 9/12

Theme: Solve a specific SCA issue - Problem during identity verification

Context: A client contacts you because they are trying to install the SCA on their phone for the first time, but they are getting an error message during the identity verification step in the Qonto mobile application. During the troubleshooting, you realize that their Proof of Identity (POI) has a size greater than 10MB.

QUESTION 9/12

Explanation

If the POI exceeds 10 MB, it will be necessary to download it from Forest (compression will be done automatically), then re-add it to the client's membership and validate the proof of identity (POI) (details of the process available on Mayday). Once these elements are verified, the client should be asked to make a new attempt.

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QUESTION 10/12

ThEme : Troubleshoot a specific SCA issue - Customer's previous phone is lost or broken

Context: Noémie, the account holder of MD conseil, is contacting you via email because her phone linked to her Qonto account has been stolen. For the past week, she has been unable to access her account, but she plans to purchase a new smartphone today.

QUESTION 10/12

Explanation

When the customer's associated phone is stolen or lost, they can contact the customer support to request that the device be unpair/disassociated. To do this, they need to go to: the customer's membership view > click on User > smart action > User - Unpair devices. Please note: this action does not deactivate the SCA security device, it simply unpair the associated device. Once SCA is activated, it cannot be deactivated. Once the old device is unpaired, the customer will need to ask them to associate their new replacement device from the Qonto mobile application.

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QUESTION 11/12

Thème : Résoudre un problème spécifique de SCA- - Le client n'arrive pas à se connecter à son compte à partir d'un ordinateur et en utilisant le SCA

Context: Joakim, Admin on the Production 98 company's account, recently changed his phone. He is contacting you via call because he is trying to log in to his Qonto account from a computer, but he is receiving the following message asking him to go to the associated phone to confirm the login.

QUESTION 11/12

Explanation

If a customer has changed their phone and sees the message on the left, it means they have not yet linked their new device to their account. You should therefore instruct them to log in to their Qonto mobile application using their credentials and click on "Change paired device" on the screen that appears.

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QUESTION 12/12

ThEme : Solve a General SCA problem

QUESTION 12/12

Explanation

A client may see this screenshot appear when the connection to an account has been denied on the paired device, or when the user has taken too long to confirm the connection on the device.

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End of the quiz