Aline-Lanna
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Recent activity by Aline-Lanna-
Masked Number Issues
Experiencing issues? Scroll down to the "How to update your MDN" section and redo these steps. This is a common fix you should try before reaching out to support and often resolves the issue immedi...
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Why did a customer show as eligible when they were already in enrolled?
There is currently a bug in the field app where a customer will show as eligible for either Home+, ATT HTP, VHDP or Appliance+W when they have already been enrolled. This occurs because we check el...
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What should I do if there is Major Appliance COD job where the OEM is only covering parts?
Please verify that the OEM has agreed to cover parts but not labor. In this case, the field app unfortunately does not have any logic to handle this situation. Therefore, do not charge the customer...
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What should I do if the customer isn't home?
If the customer isn't home, you won't be able to set up the device but you have the option to drop-off the device by selecting delivery only, as shown on the screen below. However, a location i...
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FAQs about Location not Eligible
When is a location not eligible? A location is not eligible for drop-off if the address is incorrect or it is not possible to drop off the device in a non-exposed location. Will this upd...
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Shortcut Menu Moves to Header
A small change, but we've moved the in-job shortcut menu up to the top header, instead of hiding it down by the back and next buttons, as the UX gods intended. It will function in the same way, but...
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What do I do if I can’t log in?
If you are experiencing issues with SSO, you should contact Service Desk at 888-655-7377 to verify your Asurion login credentials. Example SSO issue: What if I am past SSO but am getting an err...
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Verizon SIM Card Activation Issue
What should you do if you can't activate a new SIM card? If you are experiencing activation issues with Verizon clients, please perform a SIM card swap. If this option is not available, please cont...
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Scanning issues during FSL pickup?
If your camera is not working or you are experiencing issues scanning inventory during pickup, you must follow the steps below to resolve the issue. 1. Select the job in the FSL pickup: 2. Select ...
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Job feed is not updating properly
If you are a new employee, this issue can happen if your account has not been fully set up in ServiceBench, there is an issue with your account, or your account is still in "residency" status (i.e....