Change Mobile Number via Email/WhatsApp Request

Email request to change mobile number 

Step 1 

- Send template containing request for old and new number 

Step 2 

- Thanking them for their details once we received 

- To send email on verification question ( same rule applies) 

Step when sending email to users:- 

When sending an email with the verification questions, please edit the template accordingly. You must check:- 

1) If the user has done e-KYC on the old account? Yes you may ask for IC digit of the last 4 numbers in your first verification question 

2) The second question can be either of these:- 

Choose either on

a) Last visited station

b) Last purchase amount

If there is NO e-KYC on the old a/c , you may ask two verification questions. 

a) Last visited station

b) Last purchase amount

NOTE : 

When the user fails verification via email, FTA must call the user. Ask them another verification question on the call. .

Other verification question can be asked HERE

If the customer fails all verifications, the request is canceled. Please advise the user accordingly. 

CR: Account & App/ change of mobile no.