Lifecheq Support Documentation - Optimized for AI Agent Training
Generated: June 18, 2025
Table of Contents
Article 1: DebiCheck Payment Authorization Troubleshooting
What is DebiCheck?
DebiCheck is an electronic payment authorization system that allows clients to approve automatic debit orders from their bank account. When a DebiCheck request fails or is declined, follow these troubleshooting steps.
DebiCheck is an electronic payment authorization system that allows clients to approve automatic debit orders from their bank account. When a DebiCheck request fails or is declined, follow these troubleshooting steps.
Step-by-Step Troubleshooting Process
Step 1: Verify Client Phone Number
- Confirm the client's mobile phone number in the iManage Pro system matches exactly with their registered banking details
- Check for any extra spaces, incorrect digits, or formatting issues
Step 2: Confirm Identity Number
- Verify the client's ID number in iManage Pro matches their bank account registration
- Ensure the ID number is linked correctly to their bank account
Step 3: Check Bank Account Details
- Confirm the bank account number is correct
- Verify this is the client's personal bank account (not a business account)
- Ensure the account type supports DebiCheck authorization
Step 4: Review Name Format
- Check that the client's first name contains no spaces or special characters
- Remove any middle names from the first name field
- Ensure no punctuation marks are included
Step 5: Verify Beneficiary Information
- Confirm the beneficiary is not the same person as the main client
- Check that all contact details contain no special characters
Step 6: Check Bank Compatibility
- Discovery Bank: Does not support DebiCheck
- Tyme Bank: Only supports immediate USSD authorization (no delayed options)
- Other major banks: Support both immediate and delayed DebiCheck
Step 7: Review System Logs
- Search for the most recent message ID in the Content Provider Call Logs
- This shows the current authorization status
Step 8: Escalate if Needed
- If no clear issue exists and DebiCheck continues to fail, escalate to the Business-to-Business support team
- Provide all troubleshooting steps attempted
Common Error Messages
- Reason 5: Request expired (client took too long to respond)
- CDV Failure: Bank account details incorrect (wrong bank name or account number)
Important Notes:
Multiple authorization attempts may be needed for success. Always request proof of banking details when CDV failures occur. Some requests require several tries before approval.
Multiple authorization attempts may be needed for success. Always request proof of banking details when CDV failures occur. Some requests require several tries before approval.
Article 2: DebiCheck Issues and Requirements Checklist
When to Use This Guide:
Use this checklist when clients report DebiCheck authorization problems or when setting up new payment authorizations.
Use this checklist when clients report DebiCheck authorization problems or when setting up new payment authorizations.
Client Account Verification
Banking Details Check:
- Verify client's bank account details are accurate using bank statement or payslip
- Confirm ID number links correctly to the bank account
- Ensure the bank account accepts DebiCheck authorizations
- Note: Discovery Bank and some credit accounts do not support DebiCheck
Technical Requirements
Mobile Phone Setup:
- Confirm client's phone number links to their banking app
- Check for stable internet connection
- Verify phone has sufficient memory for SMS messages
Contact Information:
- Ensure all client contact details are current at their bank
- Update any outdated information before sending authorization requests
Authorization Methods and Timeframes
USSD Authorization (Immediate):
- Client has 2 minutes to accept the request
- Inform client immediately after sending the request
- Provide clear instructions for acceptance
Delayed Authorization (Banking App/ATM):
- Client has until 9 PM to accept the request
- System updates status at 12 PM the following day
- Encourage this option for clients who need more time
Bank-Specific Instructions
Nedbank: *120*001#
ABSA: *120*2272#
Standard Bank: *120*2345#
Old Mutual: *120*257#
FNB: *120*321#
Ubank: *120*823#
Capitec: *134*7233#
Escalation Process
If issues persist after following all steps, escalate to the IT support team with:
- All troubleshooting steps attempted
- Client's banking details verification
- Error messages received
- Timeline of authorization attempts
Article 3: Policy Application Status Guide
Understanding Policy Status:
Each policy application moves through different stages. Here's what each status means and what action is required.
Each policy application moves through different stages. Here's what each status means and what action is required.
Pre-Approval Statuses
| Status | Meaning | Action Required |
|---|---|---|
| Pending Quote Acceptance | Financial Needs Analysis (FNA) submitted, waiting for client to accept terms | Client must review and accept policy terms before signing documents. Advisor clicks "Accept" once client agrees. |
| Pending Advice Approval | Application submitted to approver, waiting for review | Wait for approver feedback. Timeline varies based on approver workload. |
| Approver Feedback | Approver declined application due to missing or incorrect documents | Address the specified conditions, then request approval again. Common issues: Missing signatures, incorrect information, incomplete forms. |
Rejection Statuses
| Status | Meaning | Action Required |
|---|---|---|
| Rejected the Case | Approver not satisfied with advice provided or FNA answers | Use "Review and Resubmit" feature to create new application. Process: Revisit FNA answers and adjust advice before resubmitting. |
| Submit Error | Technical error occurred during submission | Log a support ticket immediately. Information needed: Screenshot of error message, case details. |
Document and Approval Stages
| Status | Meaning | Action Required |
|---|---|---|
| Signatures Required | Documents ready for client signatures | Collect all required signatures from client. Multiple signing methods available. Confirm signatures collected to proceed. |
| FICA Required | Additional compliance documents needed | Documents required: Proof of identity, proof of address, proof of income. Upload all FICA documents, then submit for approval. |
| Supporting Docs Required | Additional supporting documents needed for approval | Examples: Policy schedules, cancellation mandates, other relevant documents. Navigate to documents section, upload required files with clear names. |
Replacement Policy Statuses
| Status | Meaning | Action Required |
|---|---|---|
| Pending Cancellations Approval | For replacement policies, need cancellation letters from existing policies | Timeframe: Collect letters within three months. Upload cancellation letters and request approval. |
| Cancellations Approval Required | Waiting for cancellation approval before proceeding | Wait for approval confirmation. |
Completion Status
Completed Status:
Advice approved and policy successfully submitted. No action needed - process complete. Policy is now active in the system.
Advice approved and policy successfully submitted. No action needed - process complete. Policy is now active in the system.
Unknown Status Protocol:
If you encounter an unfamiliar status: 1) Document the exact status name, 2) Log query with Support Team immediately, 3) Include case details and client information, 4) Wait for guidance before taking any action.
If you encounter an unfamiliar status: 1) Document the exact status name, 2) Log query with Support Team immediately, 3) Include case details and client information, 4) Wait for guidance before taking any action.
Article 4: SMS and OTP Message Reception Issues
Common Problem:
Clients not receiving SMS messages or One-Time Password (OTP) codes needed for account verification or transactions.
Clients not receiving SMS messages or One-Time Password (OTP) codes needed for account verification or transactions.
Basic Network Troubleshooting
Network Connection Issues:
- Ensure phone has strong network coverage
- Confirm mobile number is not in roaming mode
- Check phone memory is not full (delete old messages if needed)
- Restart phone for at least 10 minutes to reset network connection
Phone Settings and Applications
Message Filtering Check:
- Review phone applications that may filter incoming messages
- Temporarily disable spam filters or message blocking apps
- Test by swapping SIM card to different phone
- Remove third-party apps that could block SMS messages
iPhone-Specific Settings
Message Settings Review:
- Settings > Messages: Disable "Filter Unknown Senders" option
- Settings > Do Not Disturb: Ensure this is not active
- If "Manual" is marked, unmark it to deactivate
- Remove any third-party messaging apps that filter SMS
Troubleshooting Steps Summary
- Check network coverage strength
- Verify phone not in roaming mode
- Clear phone memory of unwanted messages
- Restart phone (keep off for 10 minutes minimum)
- Review message filtering applications
- Test with SIM card in different phone
- Check iPhone-specific settings if applicable
- Remove third-party filtering applications
When to Escalate
If all troubleshooting steps fail:
- Document all steps attempted
- Note specific error messages
- Provide phone model and network provider information
- Contact technical support with complete troubleshooting history
Alternative Solutions
- Try different communication methods (email, alternative phone number)
- Use different verification methods if available
- Consider using different device temporarily
- Contact network provider for potential account issues
Article 5: User Accreditation Management
What are Accreditations:
Accreditations are certifications that allow advisors to sell specific insurance products. Each product requires separate accreditation before you can create policies.
Accreditations are certifications that allow advisors to sell specific insurance products. Each product requires separate accreditation before you can create policies.
How to Check Your Accreditations
Step-by-Step Process:
- Log into your iManage Pro dashboard
- Click your name in the top right corner
- Select "Your Profile" from dropdown menu
- Scroll to "Accreditations" section
- Click dropdown to view all accreditation details
Information Available:
- Product names you're accredited for
- Accreditation start dates
- Expiry dates for each accreditation
- Current status of each certification
Accreditation Expiry Process
When Accreditations Expire:
- You cannot recommend expired products
- Must complete refresher course for renewal
- System blocks access to expired product sales
- Need to update accreditation before selling
Renewal Process:
- Contact your manager to arrange updated training
- Complete training through Moodle or QMP platforms
- Pass required assessments
- System automatically updates within few days
- No need to contact support for standard updates
Manual Accreditation Updates
When to Contact Support:
- Accreditations not updated after several days
- System showing incorrect information
- Need to verify specific accreditation status
Required Information:
- Proof of passing assessment (screenshot or certificate)
- Specific product accreditation details
- Your advisor identification information
Response Timeline:
Standard updates: Automatic within 2-3 days
Manual updates: 1-2 business days after proof provided
Standard updates: Automatic within 2-3 days
Manual updates: 1-2 business days after proof provided
Accreditation Requirements by Product
| Product Type | Requirements | Processing Time |
|---|---|---|
| Basic Products | Proof of assessment completion, Valid advisor license, Manager verification | 2-3 business days |
| Advanced Products (Life Cover, Retirement) | Additional compliance checks required, FSCA license verification | Up to 5 business days |
Troubleshooting Common Issues
| Problem | Solution |
|---|---|
| Passed assessment but not showing in system | Wait 48-72 hours, then contact support with proof |
| Cannot access product despite having accreditation | Check expiry date, ensure license is current |
| Accreditation shows wrong dates | Contact support with correct assessment documentation |
Article 6: iManage Pro System Access and Login Issues
System Access Requirements:
Completed required training, Valid user profile created, Correct login credentials, Compatible web browser (Google Chrome recommended)
Completed required training, Valid user profile created, Correct login credentials, Compatible web browser (Google Chrome recommended)
Login Troubleshooting Steps
Step 1: Verify Correct Website
- Use only: https://imanagepro.lifecheq.co.za
- Do not use shortened URLs or bookmarks
- Ensure "https" is included in address
Step 2: Browser Optimization
- Use Google Chrome browser
- Clear browsing data and history:
- Open Chrome
- Click "More" (three dots) > "More tools" > "Clear browsing data"
- Select "All time"
- Check "Cookies and other site data" and "Cached images and files"
- Click "Clear data"
Step 3: Update Browser and System
- Ensure latest Chrome version installed
- Check for device system updates
- Install updates and restart device
- Try logging in after updates complete
Step 4: Chrome App Settings (Mobile)
- Go to device Settings > Chrome
- Turn ON "Allow Cross-Website Tracking"
- Restart Chrome app
Step 5: Alternative Testing
- Try different browser (Safari, Firefox, Edge)
- Test on different device
- If works elsewhere, contact IT department for device reset
Common Error Messages
| Error Message | Solution |
|---|---|
| "Wrong link used" Error | Verify using correct URL: https://imanagepro.lifecheq.co.za Clear browser cache and try again |
| "Incorrect login details" Error | Verify username and password Check for caps lock or extra spaces Contact SGT Helpdesk: 021 947 1990 |
| "Account locked" Message | Contact SGT Helpdesk immediately: 021 947 1990 Do not attempt multiple login tries Provide account details for unlock |
When to Contact IT Support
Contact SGT Helpdesk (021 947 1990) if:
Account appears locked, Correct credentials not working after browser troubleshooting, Consistent login failures on multiple devices, System shows technical error messages
Account appears locked, Correct credentials not working after browser troubleshooting, Consistent login failures on multiple devices, System shows technical error messages
Contact Information to Provide:
- Full name and advisor ID
- Error messages received (screenshots helpful)
- Browser and device type
- Troubleshooting steps already attempted
Account Setup Issues
New User Profiles:
- Profile creation takes up to 7 days after training completion
- Contact manager or Key Account Manager for status updates
- Do not contact support until profile creation confirmed
Profile Status Check:
- Verify training completion first
- Confirm manager submitted profile request
- Wait for official confirmation before troubleshooting login issues
Article 7: Freshdesk Support System Guide
About Freshdesk Support:
Freshdesk is the primary support platform for logging and tracking technical issues, questions, and requests for assistance.
Freshdesk is the primary support platform for logging and tracking technical issues, questions, and requests for assistance.
How to Contact Support
Method 1: WhatsApp Chat (Mobile)
- Contact number: 066 261 2197
- Follow automated prompts for fastest assistance
- Operational hours: 8:30 AM to 5:00 PM
- Messages outside hours answered next business day
Method 2: Online Support Portal
- Website: https://lifecheq-support.freshdesk.com/support/home
- Click "Submit a ticket" to log your query
- Include screenshots and detailed descriptions
- Responses sent to your email address
Method 3: Live Chat
- Available on Freshdesk platform
- Click WhatsApp icon for immediate assistance
- No automated prompts - direct agent contact
- Provide complete information for faster resolution
Best Practices for Support Requests
Information to Include:
- Detailed description of the issue
- Steps you've already tried
- Screenshots or screen recordings when applicable
- Specific error messages received
- Your advisor ID and contact information
What NOT to Do:
Don't create multiple tickets for same issue, Don't contact multiple support channels simultaneously, Don't have multiple people log same query, Avoid sending repeated messages on WhatsApp
Don't create multiple tickets for same issue, Don't contact multiple support channels simultaneously, Don't have multiple people log same query, Avoid sending repeated messages on WhatsApp
Response Times and Expectations
| Issue Type | Response Time |
|---|---|
| Standard Issues | Acknowledgment: Within 1 hour during business hours Resolution: 2-4 hours for common issues Complex issues: 1-2 business days |
| Urgent Issues | System outages: Immediate response Login problems: Same day resolution Payment processing issues: Priority handling |
Following Up on Requests
For WhatsApp:
- Reply in same chat thread
- Don't start new conversations for same issue
For Email Tickets:
- Reply to ticket confirmation email
- Don't create new tickets for follow-up
For Live Chat:
- Reference previous conversation if applicable
- Provide ticket number if available
Professional Communication Guidelines
Effective Communication:
- Use professional language and tone
- Be specific about problems and desired outcomes
- Provide context for your requests
- Be patient during busy periods
Avoid These Behaviors:
- Multiple repeated messages
- Unprofessional language
- Demanding immediate responses outside business hours
- Logging same issue through multiple channels
Support Scope and Limitations
| Support CAN Help With | Support CANNOT Help With |
|---|---|
| Technical system problems Account and login issues Process clarification System feature questions Error message resolution | Policy servicing after submission Training and education queries (contact manager) Moodle platform issues (contact Key Account Manager) Personal banking problems (contact your bank) |
Escalation Process
If unsatisfied with support response:
- Request escalation within same ticket
- Contact your Key Account Manager
- Provide specific details about concern
- Reference original ticket number for tracking
Final Note:
This knowledge base provides comprehensive, AI-optimized guidance for common support scenarios while maintaining professional standards and clear communication protocols.
This knowledge base provides comprehensive, AI-optimized guidance for common support scenarios while maintaining professional standards and clear communication protocols.
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