[KB] End User - Check-in Identity Validation

1. The user attempts to check in.
2. They are directed to a screen notifying unusual activity on the account, encouraging them to change their password to enhance security.
3. The user chooses between "Acknowledge and continue" or "Change password." If they choose to change the password, they will be redirected to the password change flow.
4. The user is then allowed to complete the check-in normally.

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Account with saved phone numberAccount without saved phone number

 

1. The user attempts to check in.
2. They are redirected to a screen notifying an unusual check-in attempt.
3. The user chooses their preferred method between SMS or facial verification (both enabled for Medium Risk).
4. If they select SMS validation, they are redirected to the validation screen and enter the verification code sent to the registered phone number.
5. The check-in is then allowed normally.

 

1. The user attempts to check in.
2. They are redirected to a screen notifying an unusual check-in attempt.
3. The user chooses their preferred method between SMS or facial verification (both enabled for Medium Risk). 
4. If they select SMS validation, they are redirected to the phone number registration flow.
5. The user is redirected to the validation screen and enters the verification code sent to the registered phone number.
6. The check-in is then allowed normally.

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Account with saved biometricsAccount without saved biometrics

 

1. The user attempts to check in.
2. They are redirected to the unusual check-in attempt screen. Since classified as High Risk, the system requires setting up facial recognition. 
3. The user performs the facial verification scan.
4. The check-in is then allowed normally.

 

1. The user attempts to check in.
2. They are redirected to the unusual check-in attempt screen. Since classified as High Risk, the system requires setting up facial recognition. 
3. The user grants the app permission to access the camera.
4. They perform the facial verification scan.
5. The check-in is then allowed normally.

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If the user receives the unusual activity notification on the account and contacts support with questions, they can simply confirm the alert to continue or change the password to increase account security.

1. Explain that it is just an informational message from the system alerting about unusual activity and close the ticket as Resolved.
   ⚡ Macro: 
   LATAM USER::Check-in & Bookings:: Explanation of Identity Validation
   BR USER::Check-in & Bookings::Explicação sobre validação de identidade

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In this scenario, the user attempted to validate access by receiving a code via SMS but faced failures (e.g., did not receive the code or exceeded attempt limits). The guidance is to encourage trying validation using facial biometrics.

1. Respond to the user asking them to try the process again using the facial verification option and close the ticket as Resolved.
   ⚡ Macro: 
   LATAM USER::Check-in & Bookings::Problems with SMS Validation
   BR USER::Check-in & Bookings::Problemas com validação via SMS
2. If the user actively requests a refund for the day(s) they were unable to check in due to this failure, follow the refund process to issue a partial refund for those specific days.
   Remember: Refunds should only be processed if explicitly requested.

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If the user reports camera permission issues during the facial recognition step (for example, a loop where the app requests camera access but phone settings do not enable this request), follow the instructions below:

1. Ask the user to confirm if camera access permission is properly enabled and instruct them to clear the app data, using the macro below:
   ⚡ Macro: 
   LATAM USER::Check-in & Bookings::Camera Problem
   BR USER::Check-in & Bookings::Problema com a câmera 
2.  If the user returns reporting the problem was not resolved, proceed to the steps detailed in the "Facial Scanning Issues" tab.

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If the user has any issues with the facial validation itself (scan failure or photo not recognized), it may be necessary to reset the registered biometrics.

1. If the ticket was opened by a Family Member (dependent), inform them that the account holder needs to contact us to proceed with the request.
   ⚡ Macro: 
   LATAM USER::Prevention::Family Member Account Management
   BR USER::Prevention::Gerenciamento de Conta de Membro da Família 
2. When the account holder contacts support, access the Darwin dashboard and locate the user's account.

3. Click on the "Fraud History" tab in the side menu and check if the "Reset facial verification" button is visible on the screen.

   
4. If the button is enabled: Click the button to delete the saved facial scan and fill out the pop-up details. After that, inform the user that an exclusive exception has been granted so they can try to re-register their face.
   • Include the Zendesk ticket URL.

   • Describe the reason for the reset provided by the user (minimum 50 characters). Example: "User unable to check in due to facial recognition failure. Facial verification reset granted as an exception to allow re-registration.".
      

     

     ⚡ Macro: 
     LATAM USER::Check-in & Bookings:: Re-register facial authentication
     BR USER::Check-in & Bookings::Recadastrar facial

5. If the user actively requests a refund for the days they were unable to check in, process a partial refund proportional to those days.
   Remember: Refunds should only be processed if explicitly requested.
6. If the biometrics problem persists even after the reset, apply the following macro requesting the device model, app version, and error screenshot.
   Important: Only proceed with escalation if the user provides this information back.
   ⚡ Macro: 
   LATAM USER::Check-in & Bookings::Problem resetting facial recognition
   BR USER::Check-in & Bookings::Problema no reset de facial
7. If the "Reset facial verification" button is not displayed in Darwin, or if the user returns stating the failure persists after sending the requested evidence in the previous step, escalate the case to the Risk/Fraud Investigation - Users group:
   • If Chat/Sunco: Add an internal note summarizing the situation, change the channel to email, apply the macro, categorize, and transfer as Open. 
     ⚡ Macro: 
     [ONLINE CHANNEL] LATAM USER::Escalation::Escalation to CX Risk
     BR USER::CHAT::Transferência para CX Risk
      
   • If Email/Form: Add an internal note summarizing the situation, apply the macro, and transfer the ticket as Open. 
     ⚡ Macro: 
     LATAM USER::Escalation::Escalation to CX Risk
     BR USER::Escalonamento::Transferência para CX Risk
      
   • If Social Media: Apply the macro, mark as Resolved, and open a Child Ticket in Zendesk for the Risk/Fraud Investigation team. Add an internal note and ⚠️ do not mention the words "risk" or "fraud" in any way in the request title. 
     ⚡ Macro: 
     LATAM USER::SM::Escalation to CX Risk
     BR USER::SM::Transferência para CX Risk
      

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This scenario involves Account Holders (parents) facing facial validation errors for their children (minor family members). The friction occurs because the child does not have their own device and different relatives try to check in using various smartphones.

1. Escalate the case to the Risk/Fraud Investigation - Users group for in-depth analysis of the situation:
   • If Chat/Sunco: Add an internal note summarizing the situation, change the channel to email, apply the macro, categorize, and transfer as Open. 
     ⚡ Macro: 
     [ONLINE CHANNEL] LATAM USER::Escalation::Escalation to CX Risk
     BR USER::CHAT::Transferência para CX Risk

• If Email/Form: Add an internal note summarizing the situation, apply the macro, and transfer the ticket as Open. 
  ⚡ Macro: 
  LATAM USER::Escalation::Escalation to CX Risk
  BR USER::Escalonamento::Transferência para CX Risk
   
• If Social Media: Apply the macro, mark as Resolved, and open a Child Ticket in Zendesk for the Risk/Fraud Investigation team. Add an internal note and ⚠️ do not mention the words "risk" or "fraud" in any way in the request title. 
  ⚡ Macro: 
  LATAM USER::SM::Escalation to CX Risk
  BR USER::SM::Transferência para CX Risk
   

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