Troubleshooting and Support

Use this page when something is not working as expected in any KIFWA portal.

Quick checks before opening a ticket

1. Refresh and retry the action once.
2. Confirm internet connection is stable.
3. Confirm you are in the correct portal and account role.
4. Confirm required fields are complete and valid.
5. Check notifications for pending approvals or compliance blockers.

Common workflow issues

Area	Common issue	What to do first
Login	passkey/OTP login does not complete	use Login Security and OTP Guide and retry
Onboarding	registration stays pending	verify required docs are uploaded and readable
Compliance	document marked expired	upload renewed version and re-check status
OTP certificates	entry rejected/not found	revalidate customs entry number in iCMS
Membership fee invoices	invoice missing for company	confirm association fee target scope and effective date
Messages	no response in thread	refresh conversation and confirm recipient role

When to escalate immediately

• You cannot sign in and urgent operations are blocked.
• Payment confirmed but OTP certificate is not issued.
• Complaint or disciplinary action appears against wrong company.
• Multiple users report the same issue at the same time.

How to report a good support ticket

Include:

1. Portal name (Company, Association, Customer, System Admin).
2. Username/email used.
3. Exact timestamp of issue.
4. Action attempted and expected result.
5. Actual result/error message.
6. Screenshot (full page when possible).
7. Any reference number (entry number, invoice number, complaint id).

Suggested ticket title format

[Portal] [Module] Short issue summary

Example: Company Portal - OTP - Payment completed but OTP not issued