Byjus Common Issues SOP

Byjus Admin POCs List

Byjus Internal Teams

Byju’s Common Issues

1. Unable to Login – A user is unable to login into the application as the OTP does not gets delivered to their mail.

Solution: a) Disable 2FA for the user and ask them to choose the authenticator as email.  
                b) Ask them to clear their Gmail storage or check their spam/junk folder.

2. OTP not getting delivered to the customer- While adding the AS activity, the OTP is not getting delivered to the leads.

Solution:

a) Account – 24692: In case the OTP is not getting delivered to the leads, please ask the users to provide the below details:

4. Lead ID
5. Lead Phone Number
6. LS Account number
7. Timestamp 

Post this, check the Lapp logs for the following lead and in case the response is shown as success then share the GupShup transaction number along with the above details to GupShup team (premiumcare@gupshup.me).

PFB the screenshot to locate the GupShup transaction number:

Please refer to the highlighted part in the screenshot


b) Account – 60123: In case the OTP is not getting delivered to the leads, please loop in naman(naman.sharma8@byjus.com) and ask him to route the users to the byju’s internal notification team.

Also, check if the Lapp logs are success for the leads which means that OTP was generated successfully from LSQ end.

3. Zoom meeting link not getting generated: The zoom meeting link is not getting generated over the leads post the required activities are posted.

Solution: Ask the user for basic details such as account number, screenshot of the issue and sample lead links. Thereafter, following points needs to be checked:

a) If the manager approval activity is posted over the lead.

b) If the user has a zoom account/ user ID exists in the zoom account. You can find this error message in the zoom meeting connector card in the automation.
c) If the zoom end date and time is before or equal to zoom start date and time.


4. Zoom meeting duration mismatch/duration is empty – The issue is when the actual duration of the zoom meeting over a lead reflecting is less than the actual time span of the meeting conducted.

Solution: For initial check, log in to the account and check if under the zoom meeting activity, the duration is correct. If not, loop in Jaya Chandran (jaya.chandran@byjus.com) from byjus team to investigate this issue.

In case the zoom meeting actual duration field is not captured in the activity, please loop in Jaya Chandran(jaya.chandran@byjus.com) to check the same.

5. User unable to see the sales process tab: Sales process is missing in the user’s account.



Solution: Need to check the team of the user and then check if the user’s team has been assigned the required process or not.

6. Inside sales process form error – The sales user is facing the below error while submitting the inside sales process form.



Solution: Ask the users to not select “Did not ask” option in any of the field values while filling the form.

7. Unable to mark activity/task for the same date – This issue comes up when the user’s system timing is not set correctly.

Solution: Ask the user to follow below setting:

2. Setting > Date & Time > Time Zone
3. Select Time Zone as mentioned in the below screenshot
   
   

8. Zoom meeting completed not added over the lead and the lead stage is not getting changed to demo over – The Zoom meeting completed activity gets posted over the lead through automation once the zoom meeting started activity is posted as well. Also the lead stage gets updated to demo over post the activity is added over the lead through automation.

Solution: Below pointers need to be checked –

2. Zoom meeting started should be posted over the lead.
3. Premium leads activity should be posted over the lead in last 30 days as this is set as a recipient criterion in the automation which posts the zoom meeting completed activity. 
   
   

9. Activity creation restricted – This error comes up when the home demo is already done over the lead.

PFB the error screenshot:



Solution: Check if the Appointment Start activity is already posted over the lead. If yes, ask the user to post the Appointment over activity.

Also, advise the user to not log out or uninstall the app as it will delete the recordings from the pending recording section.