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Platform: Resend a VOI Link

A Platform Portal user needs to resend a VOI link to the end-user (subject).

 

Option ONE - Guide the caller (Client)

  1. Login to the Portal
  2. Locate the transaction (use the search option or locate it in the list)
  3. Click "Change Subject Details"
  4. Correct or add the Mobile Number/Email
  5. Click "Update". This will resend the end-user the SMS with the VOI link.

TIP

If the mobile number/email is correct, enter an alternative phone number to receive the VOI.

Option TWO - Re-send on behalf of the Client (try to avoid, if you can)

TIP

Obtain written permission from the caller prior to doing this.

  1. Login as an assumer (Refer to Platform accounts for Customer Service Team)
  2. Select the Account (Company), Role and User (Caller)
  3. Locate the transaction.
  4. Click "Change Subject Details"
  5. Correct or add the 'Mobile Number' / 'Email'
  6. Click "Update". This will resend the end-user the SMS with the VOI link.'

Require further assistance? Post your query in the Slack #customerservice channel, and tag the @platformteam.