The customer forgets their Apple ID and/or password
During the pre-survey phone call, if the customer realizes that they don’t remember their Apple ID or their password, you should suggest that they use some other device for the survey, if possible.
If changing device is not possible, try to help them to change their password. This process might take a while.
- First of all, they should go to their iPhone Settings and choose the iTunes and App Store section. Then, they will be looking at their Apple ID email. If they click on that, they’ll get a menu below. They should choose iForgot. That will lead them to the Apple’s website where they’ll have to follow the instructions to reset their password.
- Another option is to send them the either one of the following links:
How to connect if my customer is using an Apple device?
Once you are on the phone with the customer and they have confirmed that they will be using an Apple device (iPhone, iPad or iPod), make sure they have the password for their Apple ID. NOTE: you can’t help your customer with their Apple ID password. ...
How to reset someone's password?
Click on the Users button in the group menu. You will see a Send PSW Reset button next each member of the group. If one of the users needs their password to be reset, just click the button next to their name. They will automatically receive an email ...
Issues with downloading or using an Apple device
If the customer has any issues downloading the app using Step 1 in their invitation text message or email, just ask them to download it directly from the App Store by searching for Go ShyftMoving. NOTE: If the customer cannot download the app because ...
How can my customer do a self-survey using an Apple device?
This article will guide you through the steps to upload self-taken pictures and videos to your Survey with an Apple device. There are two quick steps to upload videos or pictures to a survey. Screenshots below may look slightly different from what ...
How can a customer using an Apple device reconnect to a survey?
If the customer should disconnect for any reason, instruct them to open the ShyftBot app. Once they open the app, they will see three buttons on the main screen: Join, Upload and Edit. In order to rejoin the live video survey, they need to follow ...