What to Do If a Customer Can’t Access Their Credas Link

What to Do If a Customer Can’t Access Their Credas Link

🎯 Purpose

To help users troubleshoot and resolve cases where customers are unable to open or use the Credas AML link sent through Rezi.

🧠 Use This When...

The user says:

  • “My client didn’t get the link.”

  • “They’re saying the Credas link isn’t working.”

  • “It’s not opening on their phone.”

  • “They deleted the invite.”

  • “They can’t log into Credas.”

🔍 Step-by-Step: Resolving Access Issues with the Credas Link

1. Check Contact Details

  • Go to the client’s contact record in Rezi

  • Confirm the email address and mobile number are:

    • Present

    • Accurate

    • Free of typos or formatting errors

📧 Credas sends links via email and/or SMS — if either is incorrect, the client won’t receive it.

2. Ask Where the Client Checked

Prompt the user to ask their client:

  • Did they check Spam, Junk, or Promotions folders?

  • Did they receive an SMS with the link instead?

  • Are they using the same email/phone the invite was sent to?

3. Resend the AML Check

If the client can’t find or access the link:

  • Go to the contact profile in Rezi

  • Click “Resend AML Check”

  • Confirm updated email/mobile details

  • Send the link again via both email and SMS if possible

4. Suggest the Best Device and Browser

Instruct the client to:

  • Open the link on a smartphone, preferably using Safari (iOS) or Chrome (Android)

  • Ensure they have:

    • A working camera

    • A stable internet connection

    • Permissions enabled for camera and location

Try the following:

  • Ask them to forward the original link to another device

  • Suggest they restart the device and try again

  • Offer to resend using a different contact method if available

Credas links may expire if unused for several days.
In this case:

  • Use the “Resend AML Check” button to generate a new, active link.

⚠️ Common Issues & Fixes

ProblemFix
“Link not received”        Check email/SMS and resend with updated details
“Link opens but nothing happens”        Try another browser or device, ensure permissions are enabled
“Says link expired”        Resend AML check to generate a fresh link
“Client deleted the email/SMS”        Use “Resend AML Check” from contact record
“Using desktop instead of phone”        Recommend switching to mobile for best experience
“No camera permissions”        Ask them to enable camera access in browser/device settings

🤖 For AI Training – Intent Mapping

User Phrase           Route to Checklist
“Client can’t open the Credas link”           Steps 1–4
“They didn’t receive the AML link”           Steps 1–3
“The link expired”           Step 6
“It won’t open on their phone”           Step 4
“They deleted the invite”           Step 3
“Credas says ‘invalid link’”           Steps 4–6


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