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Question | Description Guide/ Answer | |
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1. | Do I need data to use this service? | No. The application was developed to be zero rated |
2. | What are the main features? | I. Registration
II. Communication
III. Voucher redemption
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3. | How do I pay for the balance of inputs purchased? | During the purchasing process, the farmer will be prompted to pay the balance |
4. | What do I do if I am experiencing issues? | Contact your First Line support to assist with your issues. They will escalate the matter further should they not be able to resolve. |
5. | How do I qualify for a subsidy? | Field Officers are able to register farmers and verify that they have crops which are eligible for a subsidy as issued by the county officials. |
6. | Do I need to pay to qualify? | No, the service is free. Once I am indicated to qualify, I will only need to pay for SMS'e to interact with the system |
7. | What to do when I receive the following error message? "Important" Your internet connection was not stable enough to complete the operation. Please press Refresh below to try again.” | When experiencing this issue: The user need to ensure that mobile data has been enabled on the device. Also make sure that you have a strong network connection. |
8. | No roles listed under Selection in the application on the Device as per screen below: |
Should the Error still persist? Please follow the instructions on How to see your DG data as below to ensure all fields have updated effectively.as explained in this document Diagnostics (localDB) steps.pptx |
9. | How do I check if the device's local Database is synced up to date. | Please follow the steps as listed in this document: Daignostics (localDB) steps.pptx |
10. | The Dealer did not receive an sms notification after the Voucher were redeemed. | The first line support member can check on the database if the voucher has been redeemed yet. If the database shows the voucher code has not been redeemed as of yet it means no message will be received. Please make sure the Agrodealer has synced their device and is in a good coverage area. If by any chance the redemption is still on the mobile the resync should solve the issue and if not, the Dealer will need to redo the transaction. |
11. | I get the error that my Voucher code does not exist | The Dealer should do a full sync of their device and then redo the the voucher redemption. |
12. | My Device shows a Connectivity problem and that the request were denied for Security? | The following steps can be checked to ensure this error is resolved:
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13. | How do I enable Unknown Sources to my device will allow the links send from Mezzanine | Go to Settings on the Mobile device
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14. | As an Agro-dealer I am getting an error when trying to redeem, stating that “the user mobile number does not exist”. | The Agro-dealer needs to make sure that he/she is not in testing mode. This needs to be rectified by enrolling the user with his/her live profile. |
15. | As an Agro dealer I am receiving an error message, that there is no stock available. | The Agro dealer is receiving the error message, as he/she has not been linked to a service point. |
16. | I get the following message when I try to resend the code: Dear Ruth Shimwami (CR), you currently have no available vouchers. Thank you - CFU - 0979326445. | The message means that the user used and redeemed all fund in the voucher. When you get such a message you can go to logs>>sms>>type in the farmer number>>search>>this will show you all the activities (sms log). |
17. | Please assist as stock quantity is showing 0,0. See the screenshot attached. | The support agent to follow the following steps below:
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18 | As an Agrodealer - Have not received my payment |
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19 | As an Agrodealer - My app just freezes entering the farmer mobile number and voucher then click proceed. |
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