PERWIRA App – sign‑up, login and profile issues

Summary

This article gives agents a quick guide for common PERWIRA App account issues: sign‑up eligibility, login problems, password reset, biometric login, and profile / family member management, based mainly on the PERWIRA Super App KMS guide.

When to use this article

• User cannot complete sign‑up (OTP, referral code, ID upload, biometrics).
• User cannot log in (wrong ID/MYKAD, password, OTP, rejected account).
• User asks about changing profile, adding family members, or deleting account.

Pre‑checks & verification

1. Confirm user category: Armed Forces, Veteran, MINDEF Civilian, Family.
2. Confirm whether the user is at **Sign‑Up** stage or already has an **approved account**.
3. Ask which screen / error message they see (e.g. “User already registered”, “Application pending”, “Invalid credentials”).

1. Sign‑up flow (high level)

1. User launches the app → taps Sign‑Up.
2. Enters Malaysian phone number + category (Armed Forces, Veteran, MINDEF Civilian, Family) and accepts Terms & Conditions + Privacy Policy.
3. Receives OTP via WhatsApp → enters OTP to verify phone.
4. Creates password.
5. Uploads ID:
   • Military ID for Armed Forces/Veterans
   • MYKAD for civilians/family members
6. Confirms pre‑filled personal data (name, gender, MYKAD, Military ID, etc.).
7. Completes facial biometric scan holding ID card.
8. Submits application → waits for status (Approved / Rejected / Resubmission).

2. Common sign‑up issues & quick responses

“User already registered. Please login.”

• Explain that the phone number / ID is already tied to an accepted account.
• Guide the user to the Login flow instead.

“Application already submitted and is pending approval.”

• Explain that the application is under review (typical 1–3 business days, can vary with workload).
• Advise the user to wait for an approval/rejection notification.

Incorrect OTP / no OTP received

• Ask the user to check WhatsApp and network connection.
• Remind them to wait 60 seconds then tap **Resend OTP**.

Family member referral code invalid

• Confirm that the Armed Forces family member has created the family entry in their app and given the correct phone number+referral code.
• Advise the family member to check the **My Family** section if needed.

3. Login & password reset

Standard login

• User chooses Login.
• Enters ID Number / MYKAD + password → taps Login.
• If correct, they are redirected to Dashboard.

“Invalid credentials” at login

• Ask user to confirm they use the correct ID type (Military ID vs MYKAD).
• If password is forgotten, guide them to **Forgot Password** and reset via OTP.

Forgot Password flow

1. On Login screen tap Forgot Password.
2. Enter registered phone number → Send OTP.
3. Enter OTP from WhatsApp → set and confirm new password.
4. Login with new password.

4. Biometric login (Touch ID / Face ID)

• Available if the device supports it and user has enabled it in Settings & Privacy.
• On Login screen user taps biometric icon and authenticates with device Face/Touch ID.

“Biometric authentication failed. Try again or use your password.”

• Advise user to log in using password first.
• Ask them to re‑enable biometric in phone OS and in the app settings if needed.

5. Profile & family management (My Profile)

• Users can update: email, phone, additional communication method, DOB, gender, profile picture.
• Name, user type, ID/Military ID are locked.
• Armed Forces/Veteran users can manage family members via My Family:
  • View and share referral code.
  • Add 1 primary + 2 secondary family members.
  • Edit or delete linked family member accounts.

6. Account deletion & reactivation

• Users can request deletion via Settings & Privacy → Delete Account.
• After confirmation, they are logged out and redirected to Login screen.
• Data deletion is processed over time; some anonymised data may be retained for legal / debugging reasons.
• To reinstate after deletion, they must contact support (per KMS guide).

7. What to say to the customer

Explaining sign‑up status

“I can see that your application is currently in . Approval usually takes 1 to 3 business days, but it can vary. Once it’s approved, you’ll receive a notification and can log in with your ID and password.”

Explaining login problems

“If you get ‘Invalid credentials’, it usually means the ID or password doesn’t match. Let’s reset your password using the phone number registered with your account so you can log in again.”

8. System actions & documentation

• Check the user’s account status (Pending / Accepted / Rejected / Resubmission).
• Look at recent login attempts or error codes if available.
• Record which guidance you provided (e.g. OTP resend, password reset, re‑apply).