Change Number/Email ID/Name/Profile Pic/Address

Scenario

Change Number

Email ID/Name

Profile Pic

Address change

We will cater number change request irrespective of any reason but we should check ( IMP: We can’t change the number if customer account is attached with the new number. In such cases, agent will ask the partner to provide a different number on call. If partner doesn’t have a new number available on call in that case we will ask partner to create a new ticket once he/she gets a new number and close the ticket)

We can change the partner's email ID for any reason if the partner wants to update it in their profile.

We can change the partner profile picture for any reason if the partner wants to update it in their profile.

We can change the partner address for any reason if the partner wants to update it in their profile.

We have made this process for the prevention of number change fraud. Entire process is mentioned in this Doc

*We will do a two-step verification before submitting partner request for email ID/Name :

Step 1- We’ll confirm the partner’s registered email ID / Available Credits / Last served customer
Step 2- We’ll confirm the partner’s Aadhar card no. / Pan Card

Things To Check Before Submitting Request :

1. Picture should be professional (Simple picture which is used for passport or documentation purpose)

2. White background should be there

3. Clear Face looking in from of the camera

4. Partner should be in UC Uniform

If the above criteria are met, then we can process the partner's request to change their profile picture by doing the following verification steps:

*We will do a two-step verification before submitting partner request for email ID/Name :

Step 1- We’ll confirm the partner’s registered email ID / Available Credits / Last served customer
Step 2- We’ll confirm the partner’s Aadhar card no. / Pan Card

Things To Check Before Submitting Request :

The mentioned address should be in prescribed format:
1. House Number, Building name and Number
2. Locality (Sub Area, Area and Landmark)
3. City
4. State
5. Pin code (Credit deduction of 24 credits will happen for LAV)

To Check LAV Status Below is the steps :

Ops Dashboard > Edit Details > Verification > Status

Things to check before submitting request

Things To Check Before Submitting Request :

* We will first check if the partner's new number is registered as a customer on Urban Company by checking through the Dashboard

* If the Customer ID is registered with that number, we will ask the partner to provide a new number to update on their profile. If they do not have a new number at that time, we will ask the partner to raise a new ticket when they have a new number to update on their profile.

*If the Customer ID is not registered with that number, we will perform a two-step verification:
Step 1- We’ll confirm the partner’s registered email ID / Available Credits / Last served customer
Step 2- We’ll confirm the partner’s Aadhar card no. / Pan Card

After Two Steps Verification

Please fill out the Form You can track the status from this Response SheetTAT for number change: Authorized person will be picking your case. Keep ticket pending for 24 hours

After doing 2-step verification, We need to fill Form this its Response Sheet the ticket pending till the time changes haven't been done.

After doing 2-step verification, We need to fill this Form its theResponse Sheet ticket pending till the time changes haven't been done.

Fill the BGV Form from our end keep ticket pending for 7 days to update LAV status

Post Filling Form Numer Not Got Changed

Post-filling out the form, if the number doesn't change, check Response Sheet You can see the final status in column "P." If it mentions "Dnp 2," then we need to fill out the form again and inform partner to respond to a call We have tried to call you twice for a number change.

Note :- We will not closed the ticket until partner resolution not done

Note :-Once the LAV status goes in requested state, inform the partner it will be change in next 7 working days and close the case.

Tagging

Change Number/Email ID/Name/Profile Pic