Thrive Support

What can we help you with?

Thrive POS or card device related issues

Required fields are marked with an asterisk

{"xsrfToken":"f8e76f14335089b3e38dd8736a9cfce0fb523f51_lout","branding":{"id":"2","key":"tg","name":"Thrive Support","portalBaseUrl":"/servicedesk/customer/portal/2","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/2/1","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#1c1608","headerLinkHoverBGColor":"#1c1608","headerBadgeColor":"#1c1608"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/28648ffb-3215-4e06-a3cb-601fe6d4f8c2/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0Y2U2NjhlNS1iZmM4LTRkYjAtYTNmZS00MzNmNGRmMDkzMzQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjI4NjQ4ZmZiLTMyMTUtNGUwNi1hM2NiLTYwMWZlNmQ0ZjhjMiI6WyJyZWFkIl19LCJleHAiOjE3OTE5ODY5NDcsIm5iZiI6MTc5MTk4NjM0N30.u8CQ2ZB4mwCCeswZUkR-1WJnzic1beJETj2i-5aiHyQ&client=4ce668e5-bfc8-4db0-a3fe-433f4df09334&mode=fit","logoId":"28648ffb-3215-4e06-a3cb-601fe6d4f8c2","isLogoAvailable":true,"helpCenterTitle":"Welcome to Thrive support, how may we help you?","sharedPortalName":"Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to Thrive support, how may we help you?","sharedPortalName":"Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#000000","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/9294abc8-a2f9-41f8-9a80-07d2d9d6269a/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0Y2U2NjhlNS1iZmM4LTRkYjAtYTNmZS00MzNmNGRmMDkzMzQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjkyOTRhYmM4LWEyZjktNDFmOC05YTgwLTA3ZDJkOWQ2MjY5YSI6WyJyZWFkIl19LCJleHAiOjE3OTE5ODY5NDcsIm5iZiI6MTc5MTk4NjM0N30.SLCydi8XusMM4n_G9tupD25ZtSbE9KFg3Sawe76YcRg&client=4ce668e5-bfc8-4db0-a3fe-433f4df09334&height=300&mode=fit","bannerMediaApiFileId":"9294abc8-a2f9-41f8-9a80-07d2d9d6269a","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"2","key":"tg","projectId":10050,"serviceDeskId":1,"name":"Thrive Support","description":"","portalBaseUrl":"/servicedesk/customer/portal/2","onlyPortal":false,"reqTypes":[{"id":"181","name":"Advance","descriptionHtml":"","callToAction":"Advance","introHtml":"Any queries related to Advance","icon":10736,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10736","groups":[2],"key":""},{"id":"148","name":"Brand portal","descriptionHtml":"","callToAction":"Brand portal","introHtml":"Any queries regarding the brand portal for suppliers","icon":10661,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10661","groups":[2],"key":""},{"id":"5","name":"Other","descriptionHtml":"","callToAction":"Other","introHtml":"Any other issues that are not related to the ones listed above.","icon":10533,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10533","groups":[2],"key":""},{"id":"147","name":"Payments and Redemptions","descriptionHtml":"","callToAction":"Payments and Redemptions","introHtml":"Any queries related to supplier payments and redemptions","icon":10660,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10660","groups":[2],"key":""},{"id":"13","name":"Thrive App","descriptionHtml":"","callToAction":"Thrive App","introHtml":"Any queries regarding the thrive app such as not being able to access certain functionalities on the app, seeing errors on the app, unable to login etc.","icon":10591,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10591","groups":[2],"key":""},{"id":"14","name":"Thrive POS or card device related issues","descriptionHtml":"","callToAction":"Thrive POS or card device related issues","introHtml":"Queries related to Thrive POS on the card device or card device specific issues","icon":10592,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","groups":[2],"key":""},{"id":"114","name":"VAS","descriptionHtml":"","callToAction":"VAS","introHtml":"VAS-related queries","icon":10659,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10659","groups":[2],"key":""},{"id":"4","name":"Ask a question","descriptionHtml":"","callToAction":"Ask a question","introHtml":"Have a question? Submit it here.","icon":10555,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10555","groups":[],"key":""},{"id":"48","name":"Email request","descriptionHtml":"","callToAction":"Email request","introHtml":"Email query","icon":10492,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[],"key":""},{"id":"15","name":"Get developer support","descriptionHtml":"","callToAction":"Get developer support","introHtml":"Use this request type to escalate customer issues to developers.","icon":10530,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10530","groups":[],"key":""},{"id":"2","name":"Submit a request or incident","descriptionHtml":"","callToAction":"Submit a request or incident","introHtml":"Submit a request or report a problem.","icon":10546,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10546","groups":[],"key":""},{"id":"81","name":"Whatsapp Query","descriptionHtml":"","callToAction":"Whatsapp Query","introHtml":"Whatsapp","icon":10625,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10625","groups":[],"key":""}],"reqGroups":[{"id":2,"name":"General"}],"orderMapping":{"2":[13,14,147,114,148,5,181]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"TG","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0Y2U2NjhlNS1iZmM4LTRkYjAtYTNmZS00MzNmNGRmMDkzMzQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLS00MDY4ODA4MTgiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdLCJ1cm46ZmlsZXN0b3JlOmNodW5rOioiOlsicmVhZCIsImNyZWF0ZSJdfSwiZXhwIjoxNzkxOTg3NTQ3LCJuYmYiOjE3OTE5ODYzNDcsImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.d0yVQ4VdjnMkUHQaE4Lo40teOxi8Mb7rnffCSpn5fu0","targetCollection":"upload-user-collection--406880818","endpointUrl":"https://api.media.atlassian.com","clientId":"4ce668e5-bfc8-4db0-a3fe-433f4df09334","tokenDurationInMins":20},"locale":"en-US","i18nTranslations":{}},"reqCreate":{"id":14,"projectId":10050,"issueType":{"id":"10106","name":"Merchant query"},"form":{"name":"Thrive POS or card device related issues","descriptionHtml":"","callToAction":"Thrive POS or card device related issues","intro":"Queries related to Thrive POS on the card device or card device specific issues","instructions":"","icon":10592,"iconUrl":"https://mainmarketlab.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10062","fieldConfigId":"10187","label":"Thrive ID","description":"The 7 digit number that was assigned to you on the thrive app","descriptionHtml":"The 7 digit number that was assigned to you on the thrive app","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10071","fieldConfigId":"10198","label":"Shop Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10031","fieldConfigId":"10138","label":"Full Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Name of issue","description":"Short description of your issue","descriptionHtml":"Short description of your issue","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:float","fieldId":"customfield_10070","fieldConfigId":"10197","label":"Thrive cellphone number","description":"The cellphone number you used to register with on the thrive app","descriptionHtml":"The cellphone number you used to register with on the thrive app","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:float","fieldId":"customfield_10177","fieldConfigId":"10399","label":"Alternative number","description":"The number you'd like us to contact you on, leave it blank if it is the same as your registered cellphone number","descriptionHtml":"The number you'd like us to contact you on, leave it blank if it is the same as your registered cellphone number","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/2/create/14","requestValidateBaseUrl":"/servicedesk/customer/portal/2/validate/14","calendarParams":{"firstDay":0,"date":"2026-10-14T15:59:08+0200","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0Y2U2NjhlNS1iZmM4LTRkYjAtYTNmZS00MzNmNGRmMDkzMzQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLS00MDY4ODA4MTgiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdLCJ1cm46ZmlsZXN0b3JlOmNodW5rOioiOlsicmVhZCIsImNyZWF0ZSJdfSwiZXhwIjoxNzkxOTg3NTQ4LCJuYmYiOjE3OTE5ODYzNDgsImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.zFV-XyYFPbEosxnR-_CXJKLGxblPhTK0tHLW94ZMwa4","targetCollection":"upload-user-collection--406880818","endpointUrl":"https://api.media.atlassian.com","clientId":"4ce668e5-bfc8-4db0-a3fe-433f4df09334","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":5,"updated":"2025-05-06T19:16:01.022155215Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[14],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":5,"name":"Card device and Thrive POS","submit":{"lock":false,"pdf":false},"templateFormUuid":"4cb8ff07-dad2-43d4-b64b-1ceeb3989441"},"layout":[{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"a2edcb47-ded5-463f-a7c0-ce664ab3aad5"},"content":[{"type":"text","text":"Please select the type of issue that you are experiencing"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":1},"layout":"default","localId":"d243ca7f-a190-4ee5-9e9d-f514cde362ec"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"9d3399a7-7cc0-4b44-b93f-165aa2172243"},"content":[{"type":"text","text":"We are sorry for the inconvenience caused. Please make sure you have entered the correct login details. You can click on the eye icon to see your password as you type it. Ensure that your password is entered correctly, as passwords are case-sensitive (this means that capital and small letters matter). "}]},{"type":"paragraph","attrs":{"localId":"b43a23a9-7729-41be-9f70-b40e0b2bfb7e"},"content":[{"type":"text","text":"If you forgot your login details, click on \"Forgot Password\" and follow the steps. "}]},{"type":"paragraph","attrs":{"localId":"0b39fa73-df40-496e-980c-41b242532322"},"content":[{"type":"text","text":"If the above did not work, please continue to raise a query."}]},{"type":"paragraph","attrs":{"localId":"8756837f-6a1e-483d-8853-61330a5d2895"},"content":[{"type":"text","text":"Describe the issue in as much detail as possible"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":10},"layout":"default","localId":"2ca4c7d9-1d4a-4bf1-8660-f3787e62a491"}},{"type":"paragraph","attrs":{"localId":"4c2925be-1338-4a85-9d93-8c54f3b91463"},"content":[{"type":"text","text":"If you can upload a screenshot, photo, or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":11},"layout":"default","localId":"4ebf7855-7040-4690-a5e2-71c08d35371c"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"03c83558-68f8-4eac-aff6-d68f5241d950"},"content":[{"type":"text","text":"We are sorry for the inconvenience caused, please make sure that you have banked your device. If you need help with this, click here for instructions on how to bank your device."}]},{"type":"paragraph","attrs":{"localId":"2b131560-b079-4b23-bc97-085fc1822608"},"content":[{"type":"text","text":"If you have already done so and still do not see your transactions reflected after at least a day, please proceed with raising a query by completing the below questions."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":12},"layout":"default","localId":"f56a1691-be42-46e8-87ed-2ca89ffd7b29"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":13},"layout":"default","localId":"e94519b8-b422-4e67-8e90-c656a3d2dc8d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":14},"layout":"default","localId":"c3f45f47-07cf-453c-98fe-e53b506a8f2a"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":35},"layout":"default","localId":"98c53956-8e3f-42d8-b102-2aa4d27ee478"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[{"type":"text","text":"We are sorry to see you go."}],"attrs":{"localId":"c09e5579-0ca8-4837-a285-0a0864ab249e"}},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":59},"layout":"default","localId":"bae9b73a-1c08-4b24-b24c-8755163dbe08"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":55},"layout":"default","localId":"fc50a8f1-4fcc-432b-941a-ad8704d5e93b"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":60},"layout":"default","localId":"79b91679-de96-46ab-bf9a-532f1001ca60"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":56},"layout":"default","localId":"8053b968-c5c6-4134-8e13-59404532bf94"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":57},"layout":"default","localId":"7e95117b-4ecf-48ec-b558-8e494a6d8d0e"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"2d28bb7b-b701-4677-90be-8c2954628ea3"},"content":[{"type":"text","text":" Please describe the issue in as much detail as possible"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"f6668baa-0598-4984-901c-3331d72df87f"}},{"type":"paragraph","attrs":{"localId":"acf31a4d-8bb7-4f14-a886-58dd18374ebb"},"content":[{"type":"text","text":"If you can upload a screenshot, photo, or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":17},"layout":"default","localId":"585f4be8-626e-47bd-b816-5a94262f73ae"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"3d0a655e-b547-4007-b8b6-813c6322c897"},"content":[{"type":"text","text":"We are sorry for the inconvenience caused."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"15cb5cf3-1bb1-40a0-beb9-c9c5336342fa"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"1f0d10f0-576f-42ac-865b-7812d4cb39b6"},"content":[{"type":"text","text":"Please ensure the receipt roll is inserted correctly. The end of the receipt roll must be rolling upwards. If you would like to continue with raising a query, please complete the below information"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":21},"layout":"default","localId":"a6eee26a-904d-4fe1-b09e-8cd9b8e7e1d0"}},{"type":"paragraph","attrs":{"localId":"06735341-68c6-4354-bd2d-c7383d22e323"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":22},"layout":"default","localId":"033d5d4d-440a-45bd-87ec-788a7f04a89a"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":24},"layout":"default","localId":"941f6984-7cb7-4809-8b6c-a7473f1d53b8"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"b6540139-23c7-4d77-b7d9-58644ca4f407"},"content":[{"type":"text","text":"Please follow the below steps:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"0dfb33c6-8727-4911-8ae9-30acf63a4a96"},"content":[{"type":"text","text":"Press the “circle” icon at the very bottom of the screen"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"e7b85ac8-df55-497e-b3f5-815e0319765c"},"content":[{"type":"text","text":"Press on the “SBSA POS” blue icon once the main screen is displayed"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"b9dc818e-e0b3-4b9d-bee5-f95577aa683f"},"content":[{"type":"text","text":"Press on “Settings”"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"17027c03-fe1b-45fd-9ac7-bb6c7aaf8c88"},"content":[{"type":"text","text":"Select “Merchant Configuration”"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"e72c8899-5963-47b5-934d-c6851a4c1ef0"},"content":[{"type":"text","text":"Enter “12345” then press “Logon”"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"b8adebbd-e53d-4b86-affb-f1a6973c59ff"},"content":[{"type":"text","text":"Press on “Sim Switch” once to switch to the SIM card with a stronger"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"f3af0138-9535-4669-bb86-427a89f3323d"},"content":[{"type":"text","text":"signal strength"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"cf512fc2-3ae4-42cd-86da-86018809f7a0"},"content":[{"type":"text","text":"Press on the “circle” icon again to go back to the main screen"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"7deed88f-f9fb-4134-9daf-30ccc3478280"},"content":[{"type":"text","text":"Press on “Thrive POS” to login, the device should have regained connection"},{"type":"hardBreak"},{"type":"hardBreak"},{"type":"text","text":"If the above did not work, please complete the details below:"},{"type":"hardBreak"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"8aed67f3-e5d4-48a3-882b-07d996971a75"}},{"type":"paragraph","attrs":{"localId":"490c2260-8b38-41a4-aefe-d41b3c1ad7a6"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"de91e953-e47d-4974-8ce3-d097904a08c7"}},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":27},"layout":"default","localId":"f1950178-f16b-48a1-816c-eacd3fed0cdf"}},{"type":"paragraph","attrs":{"localId":"13e75f56-d5c3-444c-9880-407794627770"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":28},"layout":"default","localId":"9b3642b5-d324-4b64-8a8a-371ff6f2bd8f"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"7a04836a-82c8-4170-bc8e-1cd124531dd4"},"content":[{"type":"text","text":"Please place the device on charge for a few minutes, if you do not see any signs of charging, please continue with raising a query:"}]},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":33},"layout":"default","localId":"98e0449c-f542-4d97-9818-f12f64e69071"}},{"type":"paragraph","attrs":{"localId":"414541d6-28a7-43ee-b421-16de6c273417"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":34},"layout":"default","localId":"1a07f69a-3be6-46d4-9bd8-14487abac132"}},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"2346d538-d1f3-4f0e-afca-9c3941c4feb2"},"content":[{"type":"text","text":"Please try following the below steps to "},{"type":"text","text":"reprint a customer’s card receipt","marks":[{"type":"strong"}]}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"511835b0-5f9d-4ab6-907c-d22bbaecd491"},"content":[{"type":"text","text":"Press on the “circle” icon at the very bottom on the screen "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"385b8f2d-b8b1-4341-b3d0-32716ca56275"},"content":[{"type":"text","text":"Press “SBSA POS” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"b313f1af-8d70-4d9a-839f-92a8129177da"},"content":[{"type":"text","text":"Click on “Settings” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"a3d41d63-f188-4b73-9e5f-a2c49522d09f"},"content":[{"type":"text","text":"Select “Merchant Configuration” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"224f3186-4eaf-4601-9856-8dcdaab11dbe"},"content":[{"type":"text","text":"Enter “12345” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"3c3b87f6-c185-4969-9dee-182c27211de5"},"content":[{"type":"text","text":"Press on “Logon” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"61bf7134-6468-4cd6-b960-4f8323aa85c9"},"content":[{"type":"text","text":"Click on Receipts"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"06a2dc0f-062a-48c8-a28f-56a2d84f35f1"},"content":[{"type":"text","text":"Select “Last receipt” if you want to print the recent receipt "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"3364af95-87d5-40b0-bc76-b292b67081a0"},"content":[{"type":"text","text":"Select “Specific Receipt” if you want to re-print older receipt and enter the receipt number you want to reprint "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"554d7e97-5ec3-4e40-b63d-7fd8525aa56f"},"content":[{"type":"text","text":"Click on Confirm "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"2548610e-2a47-457a-9cf6-647a32ee2fd6"},"content":[{"type":"text","text":"The receipt will be printed"}]},{"type":"paragraph","attrs":{"localId":"bc2853c1-de4d-47f7-bd33-78566cf6a501"},"content":[{"type":"text","text":"If the above did not work, please continue with raising a query:"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":37},"layout":"default","localId":"a9585b38-75c3-40dc-a278-4b319c27ea29"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":39},"layout":"default","localId":"d2586fac-10d9-47c8-ae55-76f5c3bc6a4e"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":40},"layout":"default","localId":"eea57206-72ad-4a12-993f-39d861fe188b"}},{"type":"paragraph","attrs":{"localId":"ce66f38b-b40e-4ccf-893a-3cf1ff902a0d"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":38},"layout":"default","localId":"77721705-e3d7-40e3-9277-132752cc2e94"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"baab5b8d-2cf1-4908-bba0-33d2f8c73c35"},"content":[{"type":"text","text":"Please follow the below steps to "},{"type":"text","text":"reprint a batch report","marks":[{"type":"strong"}]},{"type":"text","text":" "}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"aebf1369-ac81-47cf-a556-aa574a52d265"},"content":[{"type":"text","text":"Press on the “circle” icon at the very bottom on the screen "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"8fe6f25c-3325-4b00-9b9d-9559dcdb79cd"},"content":[{"type":"text","text":"Press “SBSA POS” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"d9ef7b2c-1cff-4633-8b90-43bfa1816d63"},"content":[{"type":"text","text":"Click on “Settings” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"13bd6ba3-3f32-4fea-90f9-02de8b04819d"},"content":[{"type":"text","text":"Select “Reporting” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"5c5a012a-6f4f-4066-9a93-f701c76029d4"},"content":[{"type":"text","text":"Click on “Batch Reports” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"7589be5e-72ff-43ab-997a-efdeb873887d"},"content":[{"type":"text","text":"Choose between “Current Batch” or “Specific Batch” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"e7e65df0-94b1-4c47-bf13-40519f9cbbbc"},"content":[{"type":"text","text":"If “Current batch” is selected the most recent batch will be re-printed "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"65b90238-a961-46db-b685-2174e0088369"},"content":[{"type":"text","text":"If “Specific batch” is selected "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"d64a892a-8c82-4248-b222-93f546e76694"},"content":[{"type":"text","text":"Enter the batch number to be re-printed "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"9c2c32ba-8a25-45b9-a370-aca75754e121"},"content":[{"type":"text","text":"Confirm "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"ffb72a7a-3e5d-4bde-9420-7a901271e10f"},"content":[{"type":"text","text":"The batch will be reprinted "}]},{"type":"paragraph","attrs":{"localId":"62725fe3-e2d8-4f58-a6be-4e901798ae0f"},"content":[{"type":"text","text":"If the above did not work, please continue with raising a query:"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":42},"layout":"default","localId":"3d2de981-0d50-4897-ba37-e634eb5002de"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":43},"layout":"default","localId":"5719ad59-a703-4ede-93e7-6883cf181255"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":44},"layout":"default","localId":"dc6294bc-b39b-44bb-9abc-1da093212e2f"}},{"type":"paragraph","attrs":{"localId":"1f7a6dc6-7118-407e-a7c0-c90150e1fc30"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":45},"layout":"default","localId":"ce475ab5-4942-49cb-ad14-18020fa1aa1c"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"d2ee1fec-cf34-4ee2-95fe-4ae6c8f5df09"},"content":[{"type":"text","text":"We apologise for the situation, for us to proceed with a swap out, please answer some questions"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":50},"layout":"default","localId":"013eeadb-e746-4a92-a1eb-a06e9b64d326"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":51},"layout":"default","localId":"711809e1-e666-47e9-8b93-b130c1675c76"}},{"type":"paragraph","content":[]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"e5ea72c1-bcf2-4a8c-a029-cb66fd6ce395"},"content":[{"type":"text","text":" Please describe the issue in as much detail as possible"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":47},"layout":"default","localId":"2b4c79e3-ca57-4e12-ab3b-43a21a7ae279"}},{"type":"paragraph","attrs":{"localId":"075beeb4-a903-4a8a-961c-b14b48e153de"},"content":[{"type":"text","text":"If you can upload a screenshot, photo, or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":48},"layout":"default","localId":"5a4fed1f-68d8-4045-9434-d41ef8ca815c"}}]}],"conditions":{"23":{"i":{"co":{"cIds":{"19":["2"]}}},"o":{"sIds":["7"]},"t":"sh"},"26":{"i":{"co":{"cIds":{"24":["1"]}}},"o":{"sIds":["9"]},"t":"sh"},"46":{"i":{"co":{"cIds":{"19":["6"]}}},"o":{"sIds":["14"]},"t":"sh"},"32":{"i":{"co":{"cIds":{"19":["3"]}}},"o":{"sIds":["10"]},"t":"sh"},"25":{"i":{"co":{"cIds":{"24":["2"]}}},"o":{"sIds":["8"]},"t":"sh"},"53":{"i":{"co":{"cIds":{"1":["5"]}}},"o":{"sIds":["3"]},"t":"sh"},"20":{"i":{"co":{"cIds":{"19":["1"]}}},"o":{"sIds":["6"]},"t":"sh"},"2":{"i":{"co":{"cIds":{"1":["1"]}}},"o":{"sIds":["1"]},"t":"sh"},"18":{"i":{"co":{"cIds":{"1":["4"]}}},"o":{"sIds":["5"]},"t":"sh"},"41":{"i":{"co":{"cIds":{"19":["8"]}}},"o":{"sIds":["12"]},"t":"sh"},"15":{"i":{"co":{"cIds":{"1":["3"]}}},"o":{"sIds":["4"]},"t":"sh"},"9":{"i":{"co":{"cIds":{"1":["2"]}}},"o":{"sIds":["2"]},"t":"sh"},"49":{"i":{"co":{"cIds":{"19":["5"]}}},"o":{"sIds":["13"]},"t":"sh"},"36":{"i":{"co":{"cIds":{"19":["7"]}}},"o":{"sIds":["11"]},"t":"sh"}},"sections":{"12":{"name":"Reprint batch report","conditions":["41","18"]},"8":{"name":"Simswitch no","conditions":["25","23","18"]},"4":{"name":"Other","conditions":["15"]},"13":{"name":"Device swap out request","conditions":["49","18"]},"5":{"name":"Device is faulty","conditions":["18"]},"10":{"name":"Device not switching on","conditions":["32","18"]},"14":{"name":"Other2","conditions":["46","18"]},"2":{"name":"Missing transactions","conditions":["9"]},"7":{"name":"Device not connecting","conditions":["23","18"]},"3":{"name":"Device Upliftment","conditions":["53"]},"11":{"name":"reprint customer card receipt","conditions":["36","18"]},"9":{"name":"Simswitch Yes","conditions":["26","23","18"]},"6":{"name":"Printing of faint or blank receipts","conditions":["20","18"]},"1":{"name":"Login","conditions":["2"]}},"questions":{"19":{"type":"cd","label":"Please select the type of device issue you are experiencing","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"My device is printing faint or blank receipts","other":false},{"id":"2","label":"My device is not connecting","other":false},{"id":"3","label":"My device is not switching on","other":false},{"id":"4","label":"My device is failing transactions or declining cards","other":false},{"id":"7","label":"I cannot reprint my customer's card receipt","other":false},{"id":"8","label":"I cannot reprint my batch report","other":false},{"id":"5","label":"Request to swap out my device","other":false},{"id":"6","label":"Other card related issues","other":false}],"questionKey":""},"40":{"type":"no","label":"Amount","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"11":{"type":"at","label":"Label","validation":{}},"13":{"type":"no","label":"Approximately, what is the total amount that you are missing?","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"43":{"type":"da","label":"Date of batch","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"57":{"type":"rt","label":"Please confirm Collection Address","description":"Collection address","validation":{"rq":true},"choices":[],"questionKey":""},"42":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"27":{"type":"ts","label":"Please enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"38":{"type":"at","label":"Label","validation":{}},"30":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"28":{"type":"at","label":"Label","validation":{}},"45":{"type":"at","label":"Label","validation":{}},"34":{"type":"at","label":"Label","validation":{}},"12":{"type":"da","label":"When did you start experiencing this issue?","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"51":{"type":"rt","label":"Please describe your issue with the device so that we can continuously learn and improve our products and services","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"44":{"type":"no","label":"Batch number","description":"","validation":{"rq":false,"wh":false},"choices":[],"questionKey":""},"33":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"22":{"type":"at","label":"Label","validation":{}},"56":{"type":"tl","label":"Please confirm Collection Contact Name?","description":"Contact name & surname","validation":{"rq":true},"choices":[],"questionKey":""},"55":{"type":"ts","label":"Please confirm card machine serial number?","description":"This is the long number on the back of the device starting ‘NA’","validation":{"rq":true,"mnc":12,"mxc":12},"choices":[],"questionKey":""},"50":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"37":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"24":{"type":"cs","label":"Have you tried to do a sim switch?","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"35":{"type":"at","label":"Receipts or batch reports","description":"Please upload receipts or batch reports of the missing transactions if they are available, it will help us process the request faster","validation":{"rq":false},"choices":[],"questionKey":""},"16":{"type":"rt","label":"Description","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"10":{"type":"tl","label":"Description","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"59":{"type":"no","label":"Please select number of devices for upliftment?","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"48":{"type":"at","label":"Label","validation":{}},"21":{"type":"ts","label":"Please enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"1":{"type":"cd","label":"Type of issue","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"I cannot login","other":false},{"id":"2","label":"My card transactions are not reflecting","other":false},{"id":"4","label":"My device is faulty","other":false},{"id":"3","label":"Other","other":false},{"id":"5","label":"Device Upliftment","other":false}],"questionKey":""},"39":{"type":"da","label":"Date of transaction","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"17":{"type":"at","label":"Label","validation":{}},"60":{"type":"tl","label":"Please confirm card machine 2 serial number?","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"14":{"type":"ts","label":"Please provide batch numbers of the missing transactions if you have them","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"47":{"type":"rt","label":"Description","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"31":{"type":"at","label":"Label","validation":{}}}},"uuid":"4cb8ff07-dad2-43d4-b64b-1ceeb3989441"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":5,"updated":"2025-05-06T19:16:01.022155215Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[14],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":5,"name":"Card device and Thrive POS","submit":{"lock":false,"pdf":false},"templateFormUuid":"4cb8ff07-dad2-43d4-b64b-1ceeb3989441"},"layout":[{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"a2edcb47-ded5-463f-a7c0-ce664ab3aad5"},"content":[{"type":"text","text":"Please select the type of issue that you are experiencing"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":1},"layout":"default","localId":"d243ca7f-a190-4ee5-9e9d-f514cde362ec"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"9d3399a7-7cc0-4b44-b93f-165aa2172243"},"content":[{"type":"text","text":"We are sorry for the inconvenience caused. Please make sure you have entered the correct login details. You can click on the eye icon to see your password as you type it. Ensure that your password is entered correctly, as passwords are case-sensitive (this means that capital and small letters matter). "}]},{"type":"paragraph","attrs":{"localId":"b43a23a9-7729-41be-9f70-b40e0b2bfb7e"},"content":[{"type":"text","text":"If you forgot your login details, click on \"Forgot Password\" and follow the steps. "}]},{"type":"paragraph","attrs":{"localId":"0b39fa73-df40-496e-980c-41b242532322"},"content":[{"type":"text","text":"If the above did not work, please continue to raise a query."}]},{"type":"paragraph","attrs":{"localId":"8756837f-6a1e-483d-8853-61330a5d2895"},"content":[{"type":"text","text":"Describe the issue in as much detail as possible"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":10},"layout":"default","localId":"2ca4c7d9-1d4a-4bf1-8660-f3787e62a491"}},{"type":"paragraph","attrs":{"localId":"4c2925be-1338-4a85-9d93-8c54f3b91463"},"content":[{"type":"text","text":"If you can upload a screenshot, photo, or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":11},"layout":"default","localId":"4ebf7855-7040-4690-a5e2-71c08d35371c"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"03c83558-68f8-4eac-aff6-d68f5241d950"},"content":[{"type":"text","text":"We are sorry for the inconvenience caused, please make sure that you have banked your device. If you need help with this, click here for instructions on how to bank your device."}]},{"type":"paragraph","attrs":{"localId":"2b131560-b079-4b23-bc97-085fc1822608"},"content":[{"type":"text","text":"If you have already done so and still do not see your transactions reflected after at least a day, please proceed with raising a query by completing the below questions."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":12},"layout":"default","localId":"f56a1691-be42-46e8-87ed-2ca89ffd7b29"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":13},"layout":"default","localId":"e94519b8-b422-4e67-8e90-c656a3d2dc8d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":14},"layout":"default","localId":"c3f45f47-07cf-453c-98fe-e53b506a8f2a"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":35},"layout":"default","localId":"98c53956-8e3f-42d8-b102-2aa4d27ee478"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[{"type":"text","text":"We are sorry to see you go."}],"attrs":{"localId":"c09e5579-0ca8-4837-a285-0a0864ab249e"}},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":59},"layout":"default","localId":"bae9b73a-1c08-4b24-b24c-8755163dbe08"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":55},"layout":"default","localId":"fc50a8f1-4fcc-432b-941a-ad8704d5e93b"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":60},"layout":"default","localId":"79b91679-de96-46ab-bf9a-532f1001ca60"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":56},"layout":"default","localId":"8053b968-c5c6-4134-8e13-59404532bf94"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":57},"layout":"default","localId":"7e95117b-4ecf-48ec-b558-8e494a6d8d0e"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"2d28bb7b-b701-4677-90be-8c2954628ea3"},"content":[{"type":"text","text":" Please describe the issue in as much detail as possible"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"f6668baa-0598-4984-901c-3331d72df87f"}},{"type":"paragraph","attrs":{"localId":"acf31a4d-8bb7-4f14-a886-58dd18374ebb"},"content":[{"type":"text","text":"If you can upload a screenshot, photo, or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":17},"layout":"default","localId":"585f4be8-626e-47bd-b816-5a94262f73ae"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"3d0a655e-b547-4007-b8b6-813c6322c897"},"content":[{"type":"text","text":"We are sorry for the inconvenience caused."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"15cb5cf3-1bb1-40a0-beb9-c9c5336342fa"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"1f0d10f0-576f-42ac-865b-7812d4cb39b6"},"content":[{"type":"text","text":"Please ensure the receipt roll is inserted correctly. The end of the receipt roll must be rolling upwards. If you would like to continue with raising a query, please complete the below information"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":21},"layout":"default","localId":"a6eee26a-904d-4fe1-b09e-8cd9b8e7e1d0"}},{"type":"paragraph","attrs":{"localId":"06735341-68c6-4354-bd2d-c7383d22e323"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":22},"layout":"default","localId":"033d5d4d-440a-45bd-87ec-788a7f04a89a"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":24},"layout":"default","localId":"941f6984-7cb7-4809-8b6c-a7473f1d53b8"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"b6540139-23c7-4d77-b7d9-58644ca4f407"},"content":[{"type":"text","text":"Please follow the below steps:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"0dfb33c6-8727-4911-8ae9-30acf63a4a96"},"content":[{"type":"text","text":"Press the “circle” icon at the very bottom of the screen"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"e7b85ac8-df55-497e-b3f5-815e0319765c"},"content":[{"type":"text","text":"Press on the “SBSA POS” blue icon once the main screen is displayed"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"b9dc818e-e0b3-4b9d-bee5-f95577aa683f"},"content":[{"type":"text","text":"Press on “Settings”"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"17027c03-fe1b-45fd-9ac7-bb6c7aaf8c88"},"content":[{"type":"text","text":"Select “Merchant Configuration”"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"e72c8899-5963-47b5-934d-c6851a4c1ef0"},"content":[{"type":"text","text":"Enter “12345” then press “Logon”"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"b8adebbd-e53d-4b86-affb-f1a6973c59ff"},"content":[{"type":"text","text":"Press on “Sim Switch” once to switch to the SIM card with a stronger"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"f3af0138-9535-4669-bb86-427a89f3323d"},"content":[{"type":"text","text":"signal strength"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"cf512fc2-3ae4-42cd-86da-86018809f7a0"},"content":[{"type":"text","text":"Press on the “circle” icon again to go back to the main screen"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"7deed88f-f9fb-4134-9daf-30ccc3478280"},"content":[{"type":"text","text":"Press on “Thrive POS” to login, the device should have regained connection"},{"type":"hardBreak"},{"type":"hardBreak"},{"type":"text","text":"If the above did not work, please complete the details below:"},{"type":"hardBreak"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"8aed67f3-e5d4-48a3-882b-07d996971a75"}},{"type":"paragraph","attrs":{"localId":"490c2260-8b38-41a4-aefe-d41b3c1ad7a6"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"de91e953-e47d-4974-8ce3-d097904a08c7"}},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":27},"layout":"default","localId":"f1950178-f16b-48a1-816c-eacd3fed0cdf"}},{"type":"paragraph","attrs":{"localId":"13e75f56-d5c3-444c-9880-407794627770"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":28},"layout":"default","localId":"9b3642b5-d324-4b64-8a8a-371ff6f2bd8f"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"7a04836a-82c8-4170-bc8e-1cd124531dd4"},"content":[{"type":"text","text":"Please place the device on charge for a few minutes, if you do not see any signs of charging, please continue with raising a query:"}]},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":33},"layout":"default","localId":"98e0449c-f542-4d97-9818-f12f64e69071"}},{"type":"paragraph","attrs":{"localId":"414541d6-28a7-43ee-b421-16de6c273417"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":34},"layout":"default","localId":"1a07f69a-3be6-46d4-9bd8-14487abac132"}},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"2346d538-d1f3-4f0e-afca-9c3941c4feb2"},"content":[{"type":"text","text":"Please try following the below steps to "},{"type":"text","text":"reprint a customer’s card receipt","marks":[{"type":"strong"}]}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"511835b0-5f9d-4ab6-907c-d22bbaecd491"},"content":[{"type":"text","text":"Press on the “circle” icon at the very bottom on the screen "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"385b8f2d-b8b1-4341-b3d0-32716ca56275"},"content":[{"type":"text","text":"Press “SBSA POS” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"b313f1af-8d70-4d9a-839f-92a8129177da"},"content":[{"type":"text","text":"Click on “Settings” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"a3d41d63-f188-4b73-9e5f-a2c49522d09f"},"content":[{"type":"text","text":"Select “Merchant Configuration” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"224f3186-4eaf-4601-9856-8dcdaab11dbe"},"content":[{"type":"text","text":"Enter “12345” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"3c3b87f6-c185-4969-9dee-182c27211de5"},"content":[{"type":"text","text":"Press on “Logon” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"61bf7134-6468-4cd6-b960-4f8323aa85c9"},"content":[{"type":"text","text":"Click on Receipts"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"06a2dc0f-062a-48c8-a28f-56a2d84f35f1"},"content":[{"type":"text","text":"Select “Last receipt” if you want to print the recent receipt "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"3364af95-87d5-40b0-bc76-b292b67081a0"},"content":[{"type":"text","text":"Select “Specific Receipt” if you want to re-print older receipt and enter the receipt number you want to reprint "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"554d7e97-5ec3-4e40-b63d-7fd8525aa56f"},"content":[{"type":"text","text":"Click on Confirm "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"2548610e-2a47-457a-9cf6-647a32ee2fd6"},"content":[{"type":"text","text":"The receipt will be printed"}]},{"type":"paragraph","attrs":{"localId":"bc2853c1-de4d-47f7-bd33-78566cf6a501"},"content":[{"type":"text","text":"If the above did not work, please continue with raising a query:"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":37},"layout":"default","localId":"a9585b38-75c3-40dc-a278-4b319c27ea29"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":39},"layout":"default","localId":"d2586fac-10d9-47c8-ae55-76f5c3bc6a4e"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":40},"layout":"default","localId":"eea57206-72ad-4a12-993f-39d861fe188b"}},{"type":"paragraph","attrs":{"localId":"ce66f38b-b40e-4ccf-893a-3cf1ff902a0d"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":38},"layout":"default","localId":"77721705-e3d7-40e3-9277-132752cc2e94"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"baab5b8d-2cf1-4908-bba0-33d2f8c73c35"},"content":[{"type":"text","text":"Please follow the below steps to "},{"type":"text","text":"reprint a batch report","marks":[{"type":"strong"}]},{"type":"text","text":" "}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"aebf1369-ac81-47cf-a556-aa574a52d265"},"content":[{"type":"text","text":"Press on the “circle” icon at the very bottom on the screen "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"8fe6f25c-3325-4b00-9b9d-9559dcdb79cd"},"content":[{"type":"text","text":"Press “SBSA POS” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"d9ef7b2c-1cff-4633-8b90-43bfa1816d63"},"content":[{"type":"text","text":"Click on “Settings” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"13bd6ba3-3f32-4fea-90f9-02de8b04819d"},"content":[{"type":"text","text":"Select “Reporting” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"5c5a012a-6f4f-4066-9a93-f701c76029d4"},"content":[{"type":"text","text":"Click on “Batch Reports” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"7589be5e-72ff-43ab-997a-efdeb873887d"},"content":[{"type":"text","text":"Choose between “Current Batch” or “Specific Batch” "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"e7e65df0-94b1-4c47-bf13-40519f9cbbbc"},"content":[{"type":"text","text":"If “Current batch” is selected the most recent batch will be re-printed "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"65b90238-a961-46db-b685-2174e0088369"},"content":[{"type":"text","text":"If “Specific batch” is selected "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"d64a892a-8c82-4248-b222-93f546e76694"},"content":[{"type":"text","text":"Enter the batch number to be re-printed "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"9c2c32ba-8a25-45b9-a370-aca75754e121"},"content":[{"type":"text","text":"Confirm "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"ffb72a7a-3e5d-4bde-9420-7a901271e10f"},"content":[{"type":"text","text":"The batch will be reprinted "}]},{"type":"paragraph","attrs":{"localId":"62725fe3-e2d8-4f58-a6be-4e901798ae0f"},"content":[{"type":"text","text":"If the above did not work, please continue with raising a query:"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":42},"layout":"default","localId":"3d2de981-0d50-4897-ba37-e634eb5002de"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":43},"layout":"default","localId":"5719ad59-a703-4ede-93e7-6883cf181255"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":44},"layout":"default","localId":"dc6294bc-b39b-44bb-9abc-1da093212e2f"}},{"type":"paragraph","attrs":{"localId":"1f7a6dc6-7118-407e-a7c0-c90150e1fc30"},"content":[{"type":"text","text":" If you can upload a photo or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":45},"layout":"default","localId":"ce475ab5-4942-49cb-ad14-18020fa1aa1c"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"d2ee1fec-cf34-4ee2-95fe-4ae6c8f5df09"},"content":[{"type":"text","text":"We apologise for the situation, for us to proceed with a swap out, please answer some questions"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":50},"layout":"default","localId":"013eeadb-e746-4a92-a1eb-a06e9b64d326"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":51},"layout":"default","localId":"711809e1-e666-47e9-8b93-b130c1675c76"}},{"type":"paragraph","content":[]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"e5ea72c1-bcf2-4a8c-a029-cb66fd6ce395"},"content":[{"type":"text","text":" Please describe the issue in as much detail as possible"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":47},"layout":"default","localId":"2b4c79e3-ca57-4e12-ab3b-43a21a7ae279"}},{"type":"paragraph","attrs":{"localId":"075beeb4-a903-4a8a-961c-b14b48e153de"},"content":[{"type":"text","text":"If you can upload a screenshot, photo, or recording of the issue, it will help us resolve your problem more effectively."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":48},"layout":"default","localId":"5a4fed1f-68d8-4045-9434-d41ef8ca815c"}}]}],"conditions":{"23":{"i":{"co":{"cIds":{"19":["2"]}}},"o":{"sIds":["7"]},"t":"sh"},"26":{"i":{"co":{"cIds":{"24":["1"]}}},"o":{"sIds":["9"]},"t":"sh"},"46":{"i":{"co":{"cIds":{"19":["6"]}}},"o":{"sIds":["14"]},"t":"sh"},"32":{"i":{"co":{"cIds":{"19":["3"]}}},"o":{"sIds":["10"]},"t":"sh"},"25":{"i":{"co":{"cIds":{"24":["2"]}}},"o":{"sIds":["8"]},"t":"sh"},"53":{"i":{"co":{"cIds":{"1":["5"]}}},"o":{"sIds":["3"]},"t":"sh"},"20":{"i":{"co":{"cIds":{"19":["1"]}}},"o":{"sIds":["6"]},"t":"sh"},"2":{"i":{"co":{"cIds":{"1":["1"]}}},"o":{"sIds":["1"]},"t":"sh"},"18":{"i":{"co":{"cIds":{"1":["4"]}}},"o":{"sIds":["5"]},"t":"sh"},"41":{"i":{"co":{"cIds":{"19":["8"]}}},"o":{"sIds":["12"]},"t":"sh"},"15":{"i":{"co":{"cIds":{"1":["3"]}}},"o":{"sIds":["4"]},"t":"sh"},"9":{"i":{"co":{"cIds":{"1":["2"]}}},"o":{"sIds":["2"]},"t":"sh"},"49":{"i":{"co":{"cIds":{"19":["5"]}}},"o":{"sIds":["13"]},"t":"sh"},"36":{"i":{"co":{"cIds":{"19":["7"]}}},"o":{"sIds":["11"]},"t":"sh"}},"sections":{"12":{"name":"Reprint batch report","conditions":["41","18"]},"8":{"name":"Simswitch no","conditions":["25","23","18"]},"4":{"name":"Other","conditions":["15"]},"13":{"name":"Device swap out request","conditions":["49","18"]},"5":{"name":"Device is faulty","conditions":["18"]},"10":{"name":"Device not switching on","conditions":["32","18"]},"14":{"name":"Other2","conditions":["46","18"]},"2":{"name":"Missing transactions","conditions":["9"]},"7":{"name":"Device not connecting","conditions":["23","18"]},"3":{"name":"Device Upliftment","conditions":["53"]},"11":{"name":"reprint customer card receipt","conditions":["36","18"]},"9":{"name":"Simswitch Yes","conditions":["26","23","18"]},"6":{"name":"Printing of faint or blank receipts","conditions":["20","18"]},"1":{"name":"Login","conditions":["2"]}},"questions":{"19":{"type":"cd","label":"Please select the type of device issue you are experiencing","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"My device is printing faint or blank receipts","other":false},{"id":"2","label":"My device is not connecting","other":false},{"id":"3","label":"My device is not switching on","other":false},{"id":"4","label":"My device is failing transactions or declining cards","other":false},{"id":"7","label":"I cannot reprint my customer's card receipt","other":false},{"id":"8","label":"I cannot reprint my batch report","other":false},{"id":"5","label":"Request to swap out my device","other":false},{"id":"6","label":"Other card related issues","other":false}],"questionKey":""},"40":{"type":"no","label":"Amount","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"11":{"type":"at","label":"Label","validation":{}},"13":{"type":"no","label":"Approximately, what is the total amount that you are missing?","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"43":{"type":"da","label":"Date of batch","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"57":{"type":"rt","label":"Please confirm Collection Address","description":"Collection address","validation":{"rq":true},"choices":[],"questionKey":""},"42":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"27":{"type":"ts","label":"Please enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"38":{"type":"at","label":"Label","validation":{}},"30":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"28":{"type":"at","label":"Label","validation":{}},"45":{"type":"at","label":"Label","validation":{}},"34":{"type":"at","label":"Label","validation":{}},"12":{"type":"da","label":"When did you start experiencing this issue?","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"51":{"type":"rt","label":"Please describe your issue with the device so that we can continuously learn and improve our products and services","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"44":{"type":"no","label":"Batch number","description":"","validation":{"rq":false,"wh":false},"choices":[],"questionKey":""},"33":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"22":{"type":"at","label":"Label","validation":{}},"56":{"type":"tl","label":"Please confirm Collection Contact Name?","description":"Contact name & surname","validation":{"rq":true},"choices":[],"questionKey":""},"55":{"type":"ts","label":"Please confirm card machine serial number?","description":"This is the long number on the back of the device starting ‘NA’","validation":{"rq":true,"mnc":12,"mxc":12},"choices":[],"questionKey":""},"50":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"37":{"type":"ts","label":"Enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"24":{"type":"cs","label":"Have you tried to do a sim switch?","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"35":{"type":"at","label":"Receipts or batch reports","description":"Please upload receipts or batch reports of the missing transactions if they are available, it will help us process the request faster","validation":{"rq":false},"choices":[],"questionKey":""},"16":{"type":"rt","label":"Description","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"10":{"type":"tl","label":"Description","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"59":{"type":"no","label":"Please select number of devices for upliftment?","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"48":{"type":"at","label":"Label","validation":{}},"21":{"type":"ts","label":"Please enter the device serial number","description":"This can be found at the back of your device, it starts with the letters \"NA\"","validation":{"rq":true},"choices":[],"questionKey":""},"1":{"type":"cd","label":"Type of issue","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"I cannot login","other":false},{"id":"2","label":"My card transactions are not reflecting","other":false},{"id":"4","label":"My device is faulty","other":false},{"id":"3","label":"Other","other":false},{"id":"5","label":"Device Upliftment","other":false}],"questionKey":""},"39":{"type":"da","label":"Date of transaction","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"17":{"type":"at","label":"Label","validation":{}},"60":{"type":"tl","label":"Please confirm card machine 2 serial number?","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"14":{"type":"ts","label":"Please provide batch numbers of the missing transactions if you have them","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"47":{"type":"rt","label":"Description","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"31":{"type":"at","label":"Label","validation":{}}}},"uuid":"4cb8ff07-dad2-43d4-b64b-1ceeb3989441"},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}

{"headless":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=mainmarketlab","contactLink":"/secure/ContactAdministrators!default.jspa","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"f8e76f14335089b3e38dd8736a9cfce0fb523f51_lout","baseUrl":"https://mainmarketlab.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://mainmarketlab.atlassian.net","onDemand":true,"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"4ce668e5-bfc8-4db0-a3fe-433f4df09334","fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"4275f99b7e414a3ebc5b55b56b6dab7b","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":true,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","customerAccountAvailabilty":"JSM_AND_JCS","baseUrlCSM":"https://mainmarketlab.atlassian.net","edition":"standard","anonymousEnabled":true,"requestIntroEnabled":true}