What to check
Record the actual prompt: an SMS request calls for checking number rules, while payment requires reviewing payment methods. A charged but inactive service requires checking the merchant order.
Common pitfalls
Buying a number does not resolve a card decline, and issuing a card does not replace phone verification. Mixing attempts obscures the cause.
The next step
Use the product that fits the identified stage, verify its outcome, and only then move to the next step.
Before taking action
- Identify whether the issue concerns account verification, SMS reception or merchant payment.
- Keep SMS order and card transaction references separate, including their refund rules.
- Verify each completed stage; purchase, message reception and account activation are different outcomes.
Keep useful evidence
Record the event time and time zone, order reference, current state and redacted message. Separate completed steps from unresolved outcomes. Do not publish a full card number, security code, password or verification code. Keep support discussions tied to the specific order.