MS
Mikhail S
1 reviews | Active since Oct 2017
28 Nov 2022, 13:34
DirectAxis Pulse - Pathetic Customer Service
Unable to log into Direct Axis Pulse. I have sent 3 mails to *** and called the call centre twice over a period of one year. The first mail was sent on 09/11/2021. Pathetic customer service and the call centre agents can only refer the query and are not clued up with basic troubleshooting.
Helpful (0)
Replies (8)0
Replies (8)
DirectAxis's replyOfficial
28 Nov 2022, 14:05Hello Mikhali, Thanks for reaching out to us. Please accept our humble apologies for the unpleasant experience, we are here to assist. We have escalated the matter to our Accounts Support Team and will reach out to you as soon as we’ve gathered more information. Team DirectAxis
Best regards,
DirectAxis's reply28 Nov 2022, 14:05
Official
Hello Mikhali, Thanks for reaching out to us. Please accept our humble apologies for the unpleasant experience, we are here to assist. We have escalated the matter to our Accounts Support Team and will reach out to you as soon as we’ve gathered more information. Team DirectAxis
Best regards,
DirectAxis's replyOfficial
29 Nov 2022, 08:48Hello Mikhail, please provide us with your ID number so that our support team can assist. Team DirectAxis
Best regards,
DirectAxis's reply29 Nov 2022, 08:48
Official
Hello Mikhail, please provide us with your ID number so that our support team can assist. Team DirectAxis
Best regards,
MS
Mikhail S's updateReviewer Update
29 Nov 2022, 09:02***
MS
Mikhail S's update29 Nov 2022, 09:02
Reviewer Update
***
DirectAxis's replyOfficial
29 Nov 2022, 09:40Thank you for your details, our system shows that you last logged in August 2021. We have unlocked your account, please try to login again. Team DirectAxis
Best regards,
DirectAxis's reply29 Nov 2022, 09:40
Official
Thank you for your details, our system shows that you last logged in August 2021. We have unlocked your account, please try to login again. Team DirectAxis
Best regards,
DirectAxis's replyOfficial
29 Nov 2022, 17:02Hello Mikhail, please let us know if you're able to login. Team DirectAxis
Best regards,
DirectAxis's reply29 Nov 2022, 17:02
Official
Hello Mikhail, please let us know if you're able to login. Team DirectAxis
Best regards,
MS
Mikhail S's updateReviewer Update
29 Nov 2022, 17:16Hi, the reason I last logged in 2021 was due to the fact that I had been trying to login for over a year but kept on receiving error messages. Which is why I sent my initial mail in November 2021.
I have managed to successfully log in via the Pulse app but there a few bugs:
I have managed to successfully log in via the Pulse app but there a few bugs:
- Randomly logs me out and an error pop up appears (happened after the user tour)
- User tour always appears. Should this not appear only once? First time you login or after a profile / credentials reset?
- Even after using my fingerprint it still requires a username and password. What is the point of biometric authentication then?
MS
Mikhail S's update29 Nov 2022, 17:16
Reviewer Update
Hi, the reason I last logged in 2021 was due to the fact that I had been trying to login for over a year but kept on receiving error messages. Which is why I sent my initial mail in November 2021.
I have managed to successfully log in via the Pulse app but there a few bugs:
I have managed to successfully log in via the Pulse app but there a few bugs:
- Randomly logs me out and an error pop up appears (happened after the user tour)
- User tour always appears. Should this not appear only once? First time you login or after a profile / credentials reset?
- Even after using my fingerprint it still requires a username and password. What is the point of biometric authentication then?
DirectAxis's replyOfficial
30 Nov 2022, 08:55Hello Mikhail, thanks for the feedback. We've escalated the matter to our support team and will reach out to you as soon as we've gathered more information. Team DirectAxis
Best regards,
DirectAxis's reply30 Nov 2022, 08:55
Official
Hello Mikhail, thanks for the feedback. We've escalated the matter to our support team and will reach out to you as soon as we've gathered more information. Team DirectAxis
Best regards,
DirectAxis's replyOfficial
09 Dec 2022, 17:02Hello Mikhail, we've had feedback from our support team. Our team is aware of the pop up error and our technicians are working on it. The user tour always appears: This is a business decision, to have this tour active whenever you login, simply as we have individuals that haven’t logged in for a while, and would still require the tour- we will however evaluate how we can go about optimising this for more regular users. Even after using fingerprint it still required a username and password- This is also an issue with the mobile app version, but you must also ensure that you have selected to Stay Logged toggle In under the Settings in the Mobile App if you decide to continue using it. Team DirectAxis
Best regards,
DirectAxis's reply09 Dec 2022, 17:02
Official
Hello Mikhail, we've had feedback from our support team. Our team is aware of the pop up error and our technicians are working on it. The user tour always appears: This is a business decision, to have this tour active whenever you login, simply as we have individuals that haven’t logged in for a while, and would still require the tour- we will however evaluate how we can go about optimising this for more regular users. Even after using fingerprint it still required a username and password- This is also an issue with the mobile app version, but you must also ensure that you have selected to Stay Logged toggle In under the Settings in the Mobile App if you decide to continue using it. Team DirectAxis
Best regards,