Troubleshooting & Support

Common Issues & Solutions

Issue: Batch Not Appearing After Creation

Solution: Check batch status. Batches remain in ‘Pending’ status until approved by an Operations Manager. Only approved batches appear in agent assignment lists. Verify supporting documents were properly uploaded.

Tip

Ensure all required supporting documents (invoices, delivery notes) are attached before submitting the batch for approval. Incomplete documentation will cause rejection.

Issue: Agent Not Receiving Assigned Stock

Solution: Confirm the batch was approved. Check that the agent is assigned to the correct branch. Verify the agent’s user account is active. Navigate to Stock > Agents to confirm assignment was recorded.

Note

Stock can only be assigned to agents from approved batches. If the batch is still pending, complete the approval process first.

Issue: WhatsApp Chatbot Not Responding

Solution: Verify the agent has internet connectivity. Check that the agent is sending messages to the correct chatbot number. Ensure the agent’s user account is active in the system. Contact support if the issue persists.

Caution

Chatbot messages may fail to send if the internet connection is unstable. Agents should retry with a stronger signal before assuming the system is down.

Issue: Application Stuck in Approval Queue

Solution: An application may remain pending if supporting documents (ID copies, proof of employment) are missing or unclear. Contact the agent requesting missing documents. Once submitted, manually trigger a review or contact support.

Applications cannot proceed to disbursement without complete supporting documentation. Ensure all required documents are submitted by the customer and agent.

Issue: Cannot Create New User

Solution: Verify you are logged in as an Admin. Check that the email address is not already in use. Ensure all required fields are filled in. If the issue persists, contact support.

Note

Only System Admins can create new user accounts. Ensure you have Admin role before attempting to add users.

Getting Help

For technical issues, feature requests, or general support:

Channel	Details
Email	support@arsoc.co.zw
Website	www.arsoc.co.zw
Office	Harare, Zimbabwe

Tip

When contacting support, provide as much detail as possible including:

• Exact error message or issue description
• User role and branch
• Steps taken before the issue occurred
• Screenshots if applicable
• Any data affected by the issue