WorksheetsAccount Verification
Total questions: 10
Worksheet time: 5mins
In order to verify a Cash account for higher account limits, we will need you to enter in your full name, DOB, and SSN.
TRUE
FALSE
If a customer doesn't have an SSN they can still use Cash but they won't be able to exceed the limits, ever. Use the following QT:
Cash App {Add SSN- Account Rejected}.
Cash App {Verify Account Rejected - No SSN}.
Cash App {Invalid SSN}.
If the customer is having trouble verifying their account – and they mention their SSN is new/recently issued – there's nothing Support can do. Use the following QT:
{Account Rejected- Final 2}.
All are wrong
{Verify Account Rejected - Final} and {Verify Account Rejected Final 2}.
The verification process will give customers three ways to verify their identity: (Select all that apply)
Scan Driver's License
Selfie ID (passport, driver's license).
Link Bank Account
Allow Access to Contacts
If a customer fails all three methods of verification, they are given a fourth option to scan and upload a photo of their debit card. This method will be processed and approved or denied within 48 hours, even on weekends.
TRUE
FALSE
If they attempt Manual EV (HOW MANY TIMES?) and fail all three times, they will be automatically Denylisted, as that customer has proven that they are not who they say they are.
1 time
4 times
2 times
3 times
Customers who have passed verification and had their suspension lifted can sometimes be suspended again. This is often due to (SELECT ANSWER BELOW). The verification process works the exact same way each time.
Valid Manual Verification.
None of these are correct.
Account merges or other information changes.
Being denylisted by Marqeta.
How to identify if a costumer is suspended:
In Regulator, you will see a big yellow banner saying the account has been suspended:
In Regulator, you will see a big red banner saying the account has been suspended:
Costumer tells you.
If a customer pushes back and is unwilling to cooperate with the EV process, we should give them two chances to cooperate. If the customer is still pushing back after (HOW MANY ATTEMPTS?):
3 attempts
4 attempts
Costumer pushing back? Never had that happened to me.
2 attempts
If a customer is asking why they can't send a payment to a suspended recipient, you should send (WHICH QT?). The recipient should have already been notified of the issue within the app and should be able to resolve it as described above.
Cash App {Recipient Can't Receive Payments}.
Cash App {Declined Payment}.
Cash App {Genereal NMI}.
All are wrong
