Common Issues – fast handling guide
Version: 1.1
Last updated: 7 May 2026
Quick answer
Use this page when the user describes a problem rather than a feature. Match the issue, use the recommended response, then log the correct tag and next action.
Issue library
| Issue | Recommended response | Next action / tag |
|---|---|---|
| Suspicious / thinks it is a scam “How did you get my number?” | State that you are from PERWIRA Support, the call may be recorded for QA, and you will not ask for OTP. Offer official email walkthrough or ask user to verify through official website/app stores. | TRUST_CONCERNSend verification email; offer callback after verification. |
| Refuses call recording | “Understood. Recording is for quality assurance. If you prefer, I can send a step-by-step email guide instead.” | RECORDING_REFUSEDSend email guide; do not continue walkthrough if user declines. |
| Cannot find app in store | Confirm spelling “PERWIRA Super App”, try official website download page, correct app store, Huawei AppGallery, and ask user to update store/app if needed. | APP_NOT_FOUNDSend direct links; escalate if persistent. |
| Download fails / slow internet | Suggest Wi‑Fi, retry later, check storage and restart phone. Offer email guide and callback. | DOWNLOAD_FAILCallback after retry. |
| Login error / invalid credentials | First confirm user type. Existing DeCart / pre-registered users use Military ID + temporary MyKad password. New / non-DeCart users should register first and create their own password. Then check spacing, leading zeros and correct fields. If still failing, log case and escalate to technical support. | LOGIN_FAILEDRaise ticket; inform user of follow-up. |
| OTP / verification prompt | Do not request OTP. Tell user to enter OTP themselves and never share it with anyone. | OTP_FLOWEscalate if blocked. |
| MyKad temporary password concern For DeCart / pre-registered users only | Reassure user that MyKad is only used as the temporary password for existing DeCart/pre-registered activation. They key it in themselves and update password immediately after first login. Do not ask user to read MyKad aloud. For new / non-DeCart users, guide them to register and create their own password instead. | PASSWORD_CONCERNProceed only if comfortable; else email guide. |
| User wants everything by email | Agree and confirm email. Offer callback after they try the guide. | EMAIL_REQUESTSend activation email; optional callback. |
| Complaint / angry tone | Apologize, acknowledge, explain non-sales purpose, offer to stop calling and send one email only if they agree. | COMPLAINTSuppress future calls if requested. |
Agent reminders
- Never ask for OTP, password, full MyKad reading or sensitive credentials verbally.
- Always log call outcome, tag, callback request and next action.
- If user is uncomfortable, switch to email guide instead of pushing the call.