{"xsrfToken":"94fe3d059ed803711d2888897059e8368e68fc13_lout","branding":{"id":"1","key":"itsample","name":"Citizens Help Service","portalBaseUrl":"/servicedesk/customer/portal/1","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/1/1","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#d61118","headerLinkHoverBGColor":"#d61118","headerBadgeColor":"#d61118"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/ed417765-93c6-4b4d-8fb1-de266eb7a02f/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJlMTkzZjcxOS03ZGIzLTRlNmEtOGQ2OS0wNWQ5ZDM3MDgzMTEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmVkNDE3NzY1LTkzYzYtNGI0ZC04ZmIxLWRlMjY2ZWI3YTAyZiI6WyJyZWFkIl19LCJleHAiOjE3NjQ4Nzk2MDcsIm5iZiI6MTc2NDg3OTAwN30.k93oBFq_yqE_2MyWpDaJjekBTnpkKYFh4Or2yoykT4A&client=e193f719-7db3-4e6a-8d69-05d9d3708311&mode=fit","logoId":"ed417765-93c6-4b4d-8fb1-de266eb7a02f","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","translations":{"en-US":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United States)"},"fr-FR":{"helpCenterTitle":"Bienvenue dans Centre de support","sharedPortalName":"Centre de support","localeDisplayName":"French (France)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"fr-FR","userLanguageTag":"en-US","portalThemeColor":"#071848","helpCenterTitleColor":"#52dfee","bannerMediaApiUrl":"https://api.media.atlassian.com/file//image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJlMTkzZjcxOS03ZGIzLTRlNmEtOGQ2OS0wNWQ5ZDM3MDgzMTEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOiI6WyJyZWFkIl19LCJleHAiOjE3NjQ4Nzk2MDcsIm5iZiI6MTc2NDg3OTAwN30.QhpImI8UHtH6Knvz3NIfTEHgprh02QURdzwAN1eiAg4&client=e193f719-7db3-4e6a-8d69-05d9d3708311&height=300&mode=fit","bannerMediaApiFileId":"","useDefaultBanner":true,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"itsample","projectId":10001,"serviceDeskId":1,"name":"Citizens Help Service","description":"<p>Citizens Help Service</p>","portalBaseUrl":"/servicedesk/customer/portal/1","reqTypes":[{"id":"56","name":"Can I Know the Status of My Passport Application? ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Submit a request in the Citizens’ Help Center</font></h2> <h3><a name=\"Kindlygotothehelpcenterandsubmitarequestbyfollowingtheinstructions.%5C%5C\" target=\"_blank\"></a>Kindly go to the help center and submit a request by following the instructions.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">First wait the end of the 48 hours delay</font></h2> <h3><a name=\"95%25oftheapplicantsreceivetheirpassportavailabilitymessage24to48hoursaftertheirbiometricenrolmentatthecenter.Pleasedonotrequeststatusbeforethatdelay.\" target=\"_blank\"></a>95% of the applicants receive their passport availability message 24 to 48 hours after their biometric enrolment at the center. Please do not request status before that delay.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>","callToAction":"Can I Know the Status of My Passport Application? ","introHtml":"<p>You would like to know the current processing stage of your passport application?</p>","icon":10477,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10477","groups":[19],"key":""},{"id":"52","name":"I Am Unable to Schedule an Appointment","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check your internet access and retry</font></h2> <h3><a name=\"Pleasecheckyournetworkconnection%2Cthenrestarttheprocessasyoudidtocreateyourapplication.Insertthephonenumberoremailyouused%2Centerthecodethatwillbesenttoyou%2Cthenselectyourfileandbookanappointment....\" target=\"_blank\"></a>Please check your network connection, then restart the process as you did to create your application. Insert the phone number or email you used, enter the code that will be sent to you, then select your file and book an appointment. If it's still not working, try using another device.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Select an available date</font></h2> <h3><a name=\"Ensurethatthereareavailableappointmentslotsatyourchosenenrollmentcenter.Ifnoslotsareavailable%2Cyoumayneedtoselectadifferentdateorcenter.\" target=\"_blank\"></a>Ensure that there are available appointment slots at your chosen enrollment center. If no slots are available, you may need to select a different date or center.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Empty browser cache or change browser</font></h2> <h3><a name=\"Clearyourbrowsercacheandcookiesortryusingadifferentbrowsertoruleouttechnicalissues.\" target=\"_blank\"></a>Clear your browser cache and cookies or try using a different browser to rule out technical issues.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>You have indeed paid for your passport application, but you are unable to schedule an appointment. Please provide us with the necessary information to assist you.</p>","callToAction":"I Am Unable to Schedule an Appointment","introHtml":"<p>You are unable to schedule an appointment on the pre-enrollment portal.</p>","icon":10524,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10524","groups":[18],"key":""},{"id":"51","name":"I Have Been Charged Multiple Times Under Different Application Numbers (Single Payment for Each PO Number) ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Refund Impossible</font></h2> <h3><a name=\"Unfortunately%2Cyoucannotberefundedinthiscase.%5C%5C\" target=\"_blank\"></a>Unfortunately, you cannot be refunded in this case.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">How to avoid this?</font></h2> <h3><a name=\"Topreventduplicatedebits%2Cavoidmakingmultiplepaymentattemptsintooshortatimegapormeantimepreviousattemptsarependingforfinalstatus.\" target=\"_blank\"></a>To prevent duplicate debits, avoid making multiple payment attempts in too short a time gap or meantime previous attempts are pending for final status.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Do not change login identifier</font></h2> <h3><a name=\"Ifyouhavebeenchargedonanapplicationwithoutthesystemrecordingit%2Cdonotchangeloginusedanddonotcreateanotherapplicationtotrytopayagain.Doitonthesameapplication.Indeed%2C...\" target=\"_blank\"></a>If you have been charged on an application without the system recording it, do not change login used and do not create another application to try to pay again. Do it on the same application. Indeed, each application with a single payment will be considered valid even if the biographical data are similar. Therefore, no refund will be possible.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>You have been charged multiple times, but under distinct application numbers with a single deduction for each application. Please provide us with more details.</p>","callToAction":"I Have Been Charged Multiple Times Under Different Application Numbers (Single Payment for Each PO Number) ","introHtml":"<p>You have been charged multiple times under different application numbers (a single payment for each PO number).</p>","icon":10580,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10580","groups":[17],"key":""},{"id":"50","name":"I Have Been Charged Multiple Times Under the Same Application Number (Unique PO) ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Don’t make multiple attempts to pay in short time gap</font></h2> <h3><a name=\"Topreventduplicatedebits%2Cavoidmakingmultiplepaymentattemptsintooshortatimegapormeantimepreviousattemptsarependingforfinalstatus.%5C%5C\" target=\"_blank\"></a>To prevent duplicate debits, avoid making multiple payment attempts in too short a time gap or meantime previous attempts are pending for final status.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Don’t change login identifier</font></h2> <h3><a name=\"Ifyouhavebeenchargedonanapplicationwithoutthesystemrecordingit%2Cdonotchangeloginusedanddonotcreateanotherapplicationtotrytopayagain.Doitonthesameapplication.Indeed%2C...\" target=\"_blank\"></a>If you have been charged on an application without the system recording it, do not change login used and do not create another application to try to pay again. Do it on the same application. Indeed, each application with a single payment will be considered valid even if the biographical data are similar. Therefore, no refund will be possible.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>You have been charged multiple times under the same application number (PO-20....). In this case, a refund will be processed for each additional payment received within a period of 2 months.</p>","callToAction":"I Have Been Charged Multiple Times Under the Same Application Number (Unique PO) ","introHtml":"<p>You have been charged multiple times under the same application number (unique PO).</p>","icon":10586,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10586","groups":[17],"key":""},{"id":"73","name":"I Have Just Finalized My Passport Application Online. Can I Still Change My Appointment?","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Appointment Change is possible until 48 hours before the date</font></h2> <h3><a name=\"Youcanrescheduleyourappointmentatleast48hoursbeforeyourenrollmentdate.Afterthat%2Cpleasegotothehelpcenterandsubmitarequestbyfollowingtheinstructions.%5C%5C\" target=\"_blank\"></a>You can reschedule your appointment at least 48 hours before your enrollment date. After that, please go to the help center and submit a request by following the instructions.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Log in your account to change</font></h2> <h3><a name=\"Logintoyouraccountontheportaltorescheduleyourappointmentifit%27swithintheallowedtimeframe.\" target=\"_blank\"></a>Log in to your account on the portal to reschedule your appointment if it's within the allowed time frame.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>","callToAction":"I Have Just Finalized My Passport Application Online. Can I Still Change My Appointment?","introHtml":"<p>You have completed your Passport Application online and forgotten to take an appointment or you wish to change your appointment.</p>","icon":10589,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[18],"key":""},{"id":"53","name":"I Missed My Appointment and Request a New Date ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Accept available slots</font></h2> <h3><a name=\"Notethatreschedulingisdependentonofficescapacitiesandslotsavailability.Sinceyoumissedtheappointment%2Cyoumayhavetoacceptadateamongavailableones.\" target=\"_blank\"></a>Note that rescheduling is dependent on offices capacities and slots availability. Since you missed the appointment, you may have to accept a date among available ones.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>You missed your originally scheduled appointment and would like to request a new one. Please provide the following information: <br> Note: Your appointment remains valid for 10 days after the initially scheduled date.</p>","callToAction":"I Missed My Appointment and Request a New Date ","introHtml":"<p>You were unable to attend the initial appointment, and you would like to request a new one.</p>","icon":10583,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[18],"key":""},{"id":"54","name":"I Was Charged, but the System Did Not Record My Payment ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Wait for the payment status to be updated</font></h2> <h3><a name=\"Inveryrarecases%2Ctheremightbeadelayinthesystemupdatingyourpaymentstatus.PleasewaitforafewhoursandcheckagainbeforecontactingtheCitizens%26rsquo%3Bhelpcenter.\" target=\"_blank\"></a>In very rare cases, there might be a delay in the system updating your payment status. Please wait for a few hours and check again before contacting the Citizens’ help center.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>You have indeed been charged passport fees, but the system indicates that your payment has failed. Please provide the following information:</p>","callToAction":"I Was Charged, but the System Did Not Record My Payment ","introHtml":"<p>You have indeed been charged the passport fees, but the system indicates that your payment has failed.</p>","icon":10592,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","groups":[17],"key":""},{"id":"58","name":"I would like to change my enrollment center and/or appointment date.","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Change it on the portal</font></h2> <h3><a name=\"Youcanmakethechangeonthepreenrolmentportalbyaccessingyourapplicationwiththesameconnectionidentifierusedforitscreationuntil24hbeforeappointment.\" target=\"_blank\"></a>You can make the change on the pre-enrolment portal by accessing your application with the same connection identifier used for its creation until 24h before appointment.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>Only possible 48 hours before the scheduled appointment date.</p>","callToAction":"I would like to change my enrollment center and/or appointment date.","introHtml":"<p>You would like to change your enrollment center and/or appointment date.</p>","icon":10585,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10585","groups":[18],"key":""},{"id":"55","name":"My Application Has Been Rejected. Can I Know the Reason and the Actions I Need to Take? ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Submit a request in the Citizens’ help center</font></h2> <h3><a name=\"KindlygototheCitizens%26rsquo%3Bhelpcenterandsubmitarequestbyfollowingtheinstructions.Youhavesix%2806%29monthsdelaytofillyourrequest%2Cafterwhichyourapplicationwillbepermanentlydeleted.%5C%5C\" target=\"_blank\"></a>Kindly go to the Citizens’ help center and submit a request by following the instructions. You have six (06) months delay to fill your request, after which your application will be permanently deleted.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Why could an application be rejected?</font></h2> <h3><a name=\"Commonreasonsforrejectionincludeincompleteinformation%2Cincorrectdocuments%2Cordiscrepanciesinyourapplication.Reviewsubmitteddocumentsandyourapplicationdetailscarefully.\" target=\"_blank\"></a>Common reasons for rejection include incomplete information, incorrect documents, or discrepancies in your application. Review submitted documents and your application details carefully.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Prepare for eventual Re-enrollment</font></h2> <h3><a name=\"Youarelikelytobeinvitedtogobacktoyourenrollmentcenterforrecaptureofyourdocumentsandbiometrics....\" target=\"_blank\"></a>You are likely to be invited to go back to your enrollment center for re-capture of your documents and biometrics. Please make sure to bring all the previously provided documents as well as the eventual additional ones requested by the Citizens’ help center to this re-enrollment.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>You have received a message notifying you that your passport has been rejected and would like to know what action to take.</p>","callToAction":"My Application Has Been Rejected. Can I Know the Reason and the Actions I Need to Take? ","introHtml":"<p>You have received a message notifying you of the rejection of your passport and would like to know what steps to take?</p>","icon":10587,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10587","groups":[19],"key":""},{"id":"39","name":"Pre-enrollment PassCam Website Unavailable","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check your internet access</font></h2> <h3><a name=\"KindlycheckyourinternetaccessanddataCredit.Youcanensureyouhaveinternetaccessbytryingtobrowseanyotherwebsite.%5C%5C\" target=\"_blank\"></a>Kindly check your internet access and data Credit. You can ensure you have internet access by trying to browse any other website.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check website address</font></h2> <h3><a name=\"Ensureyouareaccessingthecorrectpreenrolmentwebsitewhichis%3Ahttps%3A%2F%2Fpasscam.cmorhttps%3A%2F%2Fportal.passcam.cm\" target=\"_blank\"></a>Ensure you are accessing the correct pre-enrolment website which is : <a href=\"https://passcam.cm\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://passcam.cm</a> or <a href=\"https://portal.passcam.cm\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://portal.passcam.cm</a></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Disable VPN or Proxy</font></h2> <h3><a name=\"DisableanyVPNorproxyservices%2Castheymightinterferewithaccessingthewebsite.\" target=\"_blank\"></a>Disable any VPN or proxy services, as they might interfere with accessing the website.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Update your browser</font></h2> <h3><a name=\"Ensurethatyourbrowserisuptodateandconsidertryingadifferentbrowserordevicetoaccessthewebsite.\" target=\"_blank\"></a>Ensure that your browser is up to date and consider trying a different browser or device to access the website.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>You have noticed that the PassCam page is unavailable, either through the link 'www.passcam.cm' or 'portal.passcam.cm'. First, please check that your internet connection is working properly by trying to open another web page. If the issue persists, you can create this ticket and provide details in the description along with a screenshot.</p>","callToAction":"Pre-enrollment PassCam Website Unavailable","introHtml":"<p>The official pages 'www.passcam.cm' or 'portal.passcam.cm' are unavailable.</p>","icon":10582,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10582","groups":[14],"key":""},{"id":"48","name":"Unable to Access Code (OTP) ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check login identifier</font></h2> <h3><a name=\"Verifythatthephonenumberoremailaddressyouenterediscorrectandactive.MistypedcontactinformationcanpreventyoufromreceivingtheOTP.%5C%5C\" target=\"_blank\"></a>Verify that the phone number or email address you entered is correct and active. Mistyped contact information can prevent you from receiving the OTP.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Be patient</font></h2> <h3><a name=\"Bepatient%2Cdonotpressthe%26quot%3BResendOTP%26quot%3Bbuttonanddonotrefreshthepageuntilthecountdownends.\" target=\"_blank\"></a>Be patient, do not press the \"Resend OTP\" button and do not refresh the page until the countdown ends.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check your internet or GSM network access</font></h2> <h3><a name=\"PleasecheckifyourphonenetworkreceptionorinternetconnectionisofgoodqualityforreceivingSMSoremails.TrytoconnecttoareliableWiFinetworkforbetterinternetaccess%28EmailOTP%29ormovetoabettercoveredGSMareaandrequestnewOTP.\" target=\"_blank\"></a>Please check if your phone network reception or internet connection is of good quality for receiving SMS or emails. Try to connect to a reliable Wi-Fi network for better internet access (Email OTP) or move to a better covered GSM area and request new OTP.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check Spam box</font></h2> <h3><a name=\"Checkyouremail%27sspamfolder%3Bsometimes%2CautomatedemailslikeOTPscanbefilteredthere.\" target=\"_blank\"></a>Check your email's spam folder; sometimes, automated emails like OTPs can be filtered there.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>\n<p>Are you not receiving the one-time password or 6-digit code necessary to log in to the portal? Please enter the email or phone number used, and we will analyze the issue.</p>","callToAction":"Unable to Access Code (OTP) ","introHtml":"<p>You are not receiving the access code for the portal (OTP).</p>","icon":10593,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10593","groups":[14],"key":""},{"id":"57","name":"Unable to Locate Your Application ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check login identifier</font></h2> <h3><a name=\"Passportapplicationsarelinkedtothephonenumberoremailusedforlogin.Pleasecheckifyouareconnectedusingthesamephonenumberoremailaddressusedwhencreatingtheapplication....\" target=\"_blank\"></a>Passport applications are linked to the phone number or email used for login. Please check if you are connected using the same phone number or email address used when creating the application. You should also try on another device in case of display issues on the current one.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check application age if it is not yet enrolled</font></h2> <h3><a name=\"Ifyourapplicationismorethanayearoldandyouhaveneverbeentoanofficeforbiometricenrollment%28whetheryouscheduledandmissedtheappointmentordidn%27tscheduleoneforayear%29%2Cthenyourapplicationisdeletedandnoactionispossible....\" target=\"_blank\"></a>If your application is more than a year old and you have never been to an office for biometric enrollment (whether you scheduled and missed the appointment or didn't schedule one for a year), then your application is deleted and no action is possible. You can contact DGSN for any complaint.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check if application number is valid</font></h2> <h3><a name=\"Ensurethatyouhavesuccessfullycreatedyourapplication.Checkyouremailinbox%28includingspamorjunkfolders%29orSMSboxforaconfirmationmessagethatincludesyourapplicationnumber....\" target=\"_blank\"></a>Ensure that you have successfully created your application. Check your email inbox (including spam or junk folders) or SMS box for a confirmation message that includes your application number. Note that applications without payment are deleted after 30 days.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? Please create a ticket.</b></font></h3>","callToAction":"Unable to Locate Your Application ","introHtml":"<p>You are unable to locate your application.</p>","icon":10581,"iconUrl":"https://passcam.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10581","groups":[14],"key":""},{"id":"49","name":"Unable to Make Payment ","descriptionHtml":"<h2><a name=\"Pleasereadtheseinstructionsandtrythembeforeopeningthisticket.\" target=\"_blank\"></a><b>Please read these instructions and try them before opening this ticket.</b></h2>\n<ul>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Make some verifications</font></h2> <h3><a name=\"Beforeinitiatinganewtransaction%2Ckindlyverifyifyouhaveenoughfundsforthetransactionandcheckyouhavegoodinternetconnectivitytotakethetransactiontoitscompletion.%5C%5C\" target=\"_blank\"></a>Before initiating a new transaction, kindly verify if you have enough funds for the transaction and check you have good internet connectivity to take the transaction to its completion.<br class=\"atl-forced-newline\"></h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Check your payment account</font></h2> <h3><a name=\"Ensureatyourproviderlevel%2Cthatyourpaymentaccount%28e.g.%2Ccredit%2Fdebitcard%2Cmobilemoney%29isvalidandthattherearenorestrictionsorlimitsonitthatmightpreventthetransaction.\" target=\"_blank\"></a>Ensure at your provider level, that your payment account (e.g., credit/debit card, mobile money) is valid and that there are no restrictions or limits on it that might prevent the transaction.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Change Payment method</font></h2> <h3><a name=\"Tryusingadifferentpaymentmethodifpossible.\" target=\"_blank\"></a>Try using a different payment method if possible.</h3></li>\n <li><h2><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\">Contact your bank or payment wallet provider</font></h2> <h3><a name=\"Iftheproblempersists%2Cpleasecontactyourbankorpaymentproviderformoreinformation.\" target=\"_blank\"></a>If the problem persists, please contact your bank or payment provider for more information.</h3></li>\n</ul>\n<h3><a name=\"\" target=\"_blank\"></a><font color=\"#3a479c\"><b>Couldn't find a solution? 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