Every Problem Has a Solution: Here Are Quick Fixes to Some Common Hiccups
A brand is only as good as its last customer experience. At OAPay, we have put our growing tribe of users at the heart of everything we do.
In fact, we want to make every interaction with us (even the small ones) an absolute delight.
We’re talking about offering top-notch, hassle-free international money transfer services and financial tools that are built around your priorities and redefine standards of excellence.
Given how remittance flows are on the rise, while we are bolting on new features as fast as possible, we’re also looking to make your experience with us a breeze. In this article, we are uncovering the most common support questions we have received in recent months, and we’re backing it up with quick remedies.
Tackling Common Challenges to Progress
We’ve been around long enough to know what our community is looking for, and we’re here to address your needs and pain points head-on.
As part of our ongoing efforts to deliver stress-free money transfers, we have rounded up the most common struggles identified by our customer support and sales teams, and we’re sharing how we work to alleviate them.
1. Common login issues
Struggling to Log Back In? Let’s get you on track with our fix. Here are some common scenarios and what you can do to solve them.
a. Why does it say “Your email or password is incorrect” when I try to log in?
While trying to log into the OAPay account, a few users may receive an ‘email is incorrect’ error message. This may occur for users who were logged onto OAPay’s old app and are logging in for the first time onto the new app.
After a few failed attempts, many users may resort to logging into the account with a different email ID. On successfully logging in with a new email ID and attempting to initiate their first transaction on the new app—they receive an alert that verification is pending.
When they move on to verify their status by uploading relevant KYC documents, they are informed that their details are already associated with an existing profile.
Our fix: Ditch the hassle and just log out of the account and log in using the previous email address, and request a password reset by selecting ‘Forgot Password’.
b. I got a notification saying, “Your email ID is not associated with any account”
Users who have not used the new OAPay app yet are most prone to experiencing this. When they log onto the new app, they receive an error message that their ‘email is not associated with any account.’
Our fix: In this case, we advise registering as new users under ‘Register’ option rather than as existing users under ‘Log In’
c. I did not receive an OTP to reset my password
In another scenario, when users opt to reset their password but are still awaiting an OTP via email.
Our fix: We request users to check their junk or spam folders for the email with the OTP. If this issue persists, please get in touch with our customer support team and talk with our experts to receive timely support with your account.
2. Account verification concerns
To send money using OAPay, along with signing up using your email address and a password, we will also need to verify you before you can transfer money to your loved ones across the borders.
Here’s a look at how our different customers can verify KYC after downloading the new app.
a. Signed up before 2023
Users that have signed up before 2023 will have to select the option—‘sign-up’ on the new OAPay platform, either via the website or the app.
b. Signed up in 2024
Users that signed up in 2024 and have already signed to the new OAPay app.
Here are a few steps that existing customers need to follow when trying to verify KYC:
- Click on ‘Forgot Password’
- To reset your password, add your email ID to retrieve an OTP
- If you’ve forgotten your email ID, reach out to our support team, and we will provide you with details to recover your account once you have shared the necessary documents as proof of your OAPay account
Pro tip: Existing customers should never use the sign-up option.
c. For new members
If you’re a new member signing up on the OAPay app, all you need to do is follow the regular process of sign-up and verification.
3. Trouble updating the OAPay account
If you’re struggling updating your email ID or address on your account, please reach out to our support team, and we will help you make updates quickly to your account.
We want you to make the most of OAPay
You might want to save this post for later. The next time you encounter any of the challenges listed above, you know what to do. Skip the need to wait and fix issues with these quick remedies.
Our goal is to make your life simple, whether it is setting up an account on the OAPay app, sending money, or getting your questions answered. We are here by your side, backing you with timely and reliable support all the way!
In this post, we have covered the typical questions and concerns that we have received in recent times. Is there something we missed out on?
Let us know. Drop us a line at info@oapay.co, and we’ll get right back to you with solutions and pro tips.
