[WORLD CUP] Couldn't activate main profile

Modified on Tue, 30 Jun at 5:15 PM

? Scenario 1: User does NOT have a PIN set up

If the user confirms they do not have a security PIN established on their account, a simple session refresh is required.

Request Log Out: Ask the user to navigate to the settings menu and log out of the ITVX app.
Re-Authenticate: Instruct the user to log back in using their preferred method (e.g., email/password or social auth).

If the user has a PIN configured on their account, the troubleshooting steps depend on their ability to navigate the app menu.

Step A: Test Menu Navigation
- Ask the user if they are able to navigate to the "My ITVX" section within the app.
Step B: Follow the Branching Paths

If the user CAN access "My ITVX"

If the user CANNOT access "My ITVX"

1. Guide them to the log-out option within the menu.

2. Have them log out completely.

3. Instruct them to log back in.

1. Instruct the user to uninstall/delete the ITVX app from their device.

2. Have them re-download/reinstall the app from their device's app store.

3. Ask them to log back in.