The first step is to make sure the customer/client/payer is using the correct verified contact detail to log in. This will be either their mobile number or email address.
If a customer has more than one agreement, they may choose to use a different form of contact method, so it is important to check on each individual agreement as to which method they are using.
What does 'verified' mean?
This is the form of contact that the customer has chosen to use for the agreement and the contact they use to log into their agreement. They may have provided both email and mobile number contact details, but the word ‘verified’ will be next to the contact details that are relevant to that particular agreement at the top of the agreement page.
If a customer has more than one agreement, they may choose to use a different form of contact method, so it is important to check on each individual agreement as to which method they are using.
Example:
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article