Rooted Device (Jailbreak)

Rooted device Error 

Customer is unable to login to Setel due to Rooted device.

Action :

1) Ask for a screenshot of the error message.

2) Agents must ask the following questions to understand if this is genuine or not :-  

 i) How the user installed the Setel app. If it's from the official store ? ( Play Store/ App Store / Huawei App gallery..etc) 

ii) Did the user modify/temper with the app ? (Android) 

If a customer says NO / not sure, propose to download a third party app to identify if his device has been jailbroken. If a customer is able to provide a proof to show that his device is not jailbroken by using the third party app then please proceed to Escalate the issue to Tier One. If customer says YES, do not proceed to escalate the issue.

iii) If the device is jailbroken/rooted we should not allow for a whitelist and we should reject the customer's request and therefore do not need to proceed for escalation

Is your device modified ?

Android device - can suggest to download Root Beer App *** refer Is your device modified ?

IOS device - 

1. If user has Cydia apps installed in the iphone, so it's jailbroken

         on iphone-search cydia-check if cydia installed or not

1. Another way to check if user has third party app listed, so it's jailbroken

setting-general-scroll till you find vpn-if there is 3rd party apps listed under the vpn, so the phone is jailbroken

**either way if customer claims his device is rooted/ jailbreak -and it was not their fault than we can offer to whitelisted by ; 

 

To escalate, please follow the below; Android & IOS

- Slack -> " team-ops-customer-escalations" -> Provide the details of the customer (Email/Mobile number) mention the reason "Rooted Device" -> Once tech ops have unblock the device -> Inform customer to try again -> Done & same in Zendesk.

Contact Reason Suggested: Complain > Account & Apps >More than 10 Devices/Blacklisted