Account Issues
User is not receiving the 2FA code or needs an email swap or revoke email process
Account Issues - Can’t log in
User did not pass Mitek and needs to be reviewed or is having issues with using Mitek
MR - Mitek
Host informs us that they released the vehicle after the trip was already canceled.
Verification Cancelation Issue - Host released the vehicle
If you sent the FDN, should you need to change the assigned team?
No
User is not able to reset their own password
Account Issues - Can’t reset password
User is connected to a user who has an issue that needs to resolved before we can move forward with the review. Such as outstanding balance, escalated late return, chargebacks, etc
MR - Connected to users with issues
Agent incorrectly canceled the trip. For example, the trip shouldn't have been canceled at all.
Verification Cancelation Issue - Incorrect cancellation
You're banning the user
Restricted Accounts - Ban
Users that contact us about additional driver status, how to add an additional driver, to get an additional driver approved, etc
Account Issues - Additional Drivers
User did not pass Bouncer or is having issues with Bouncer
MR - Bouncer
Agent banned/deactivated the account before canceling the trip
Verification Cancelation Issue - Banned/deactivated before cancelling
You're rejecting the user
Restricted Accounts - Reject
User is not receiving the verification code to verify their email address
Account Issues - Can’t verify email
User provided an ID, international permit, provisional license, expired or suspended license, or you're unable to determine if the DL is acceptable/valid
MR - License validity issues
Agent performed the wrong type of cancelation. For example, it should have been canceled as a guest no-show but instead was canceled as traveler verification failure. We will need to adjust the invoice to ensure the correct charges and payouts are given.
Verification Cancelation Issue - Invoice adjustment
The user has been banned or rejected and wants to dispute it
Restricted Accounts - Disputes
User needs to update information on their driver's license due to a new DL state and number, typo when entering their DL number, etc
Account Issues - Update DL info
User is connected in Sift via device to another user
MR - Device connections
The conversation is related to a guest no-show cancelation however the Verification team did not initiate the cancelation. For example, the trip is canceled as a guest no-show by the Active trip team but they send the conversation to us as they want us to review the guest.
Verification Cancelation Issue - Guest no show (not ver cancelation)
The user needs to be banned or was previously banned and the user is a C-level executive.
Restricted Accounts - Business Profile