Issue Description

A customer is unable to activate or access their Monitoring Report because the QR code received by email is no longer working.

Example customer questions:

• "My code doesn't work anymore."
• "How long is the code valid?"
• "How do I get a new code?"

Root Cause / Explanation:
The code included in the Monitoring Report subscription email is only valid for 2 weeks (14 days) from the time it is generated. After this period, the code expires and can no longer be used.

Resolution / Workaround

If the code has expired, the customer must go in via MyScania and navigate to the Monitoring Report.

The Monitoring Reports is sent via email every Monday and will contain a new code that is valid for another 2 weeks (14 days).

Step-by-Step Instructions (troubleshooting)

1. Confirm that the customer have a subscription for the Monitoring report email.
2. Ask the customer when they received the Monitoring Report subscription email.
3. Determine whether the code is older than 2 weeks.
4. Ask the customer to use the new code from the latest email or navigate via the MyScania platform

Escalation 

• A newly generated code is not working.
• The customer does not receive a subscription email with the Monitoring report.

Include the following information:

• Vehicle VIN
• Customer account
• Date the original subscription email was received
• Date a new subscription email was generated (if applicable)
• Description of the issue
• Screenshots or error messages (if available)