When trying to SOS into a device using the 9-digit code provided by the end-user, do you see this error message pop-up "The session code is incorrect. Please try again."?
Please see the screenshot below for the error
What can cause this issue?
- The code entered or provided was incorrect.
Its possible the code the end user provided was incorrect, or there is an extra space at the beginning or end of the 9 digit code entered into the Business app.
- The SOS stack does not match the technicians stack.
If you (the technician) are on the Global stack, then your end user also needs to be using the Global stack. This will also apply to our the EU and OC stacks.
Find more information on our Service Regions here.
iOS
The end user can see the stack they are using by opening the SOS app and seeing what is shown in the bottom right corner. If it says Global, then the user is currently on the Global Stack.
This can be changed by clicking on the Stack (Global/EU/OC), then click on the correct Stack.