Troubleshoot - Invalid Device Error

OVERVIEW

With the introduction of HMAC (Keyed-Hashing for Message Authentication) a time based algorithm check was performed to compared customer device time and backend time. Issue occurred when customer device time is not in sync with the backend/service time zone and the difference(delta) is more than 10 minutes or early than 10 minutes from backend/service time zone.

INSTRUCTIONS

General Troubleshooting (Initial Step)

1. CS Agent received feedback/complaint from customer regarding the error;Invalid Device

2. CS Agent check on customer device whether using IOS or Android;

Android Device

1. Confirmed that customers received error as per screenshot below;

2. Assist customer to follow below steps:

Settings > Date & Time > Enable Automatic Date & Time

iOs Device

1. Confirmed that customers received error as per screenshot below;

2. Assist customer to follow below steps:

Settings > General > Date & Time > Advice customer to update the timezone correctly by the following solution steps from the table 4-1 below: