Surf Ebook (2)

SURFSPOT
& BA AGENT
TRAINING MANUAL

TABLE OF CONTENTS
TO SIGN UP NEW CUSTOMERS
HOW
TROUBLESHOOTING DURING SIGN UP
-
TO GET SURFSPOT BUNDLES
HOW
WATCH AN ADVERT
-
BUY PREPAID BUNDLE FROM AGENTS
-
BUY PREPAID BUNDLE FROM MPESA
-
FEATURES
SURFSPOT
CHECK BUNDLE BALANCE
-
DEVICE SWITCHING
-
LOCATING SURFSPOTS & AGENTS
-
13
16
17
19
20
HOW TO CONNECT TO SURFSPOT
03
04
07
HOW TO LOG IN EXISTING USERS
0
8
0
9
10
- TROUBLESHOOTING PAYMENT ERRORS
HOW TO REPORT ISSUES
SURF COMPANY CONTACTS
PAGE 2

HOW TO CONNECT TO SURFSPOT
to the phone's Settings
Go
on WIFI
Switch
to “Surfspot” WIFI
Connect
on “?” to sign in to WIFI
Click
up appears with a list of browsers i.e
Pop
Mozilla. Select either Chrome, Firefox,
Chrome,
the default browser
or
browser and click on “Always”
Select
TIPS:
or delete WIFI previously connected to
Forget
may need to turn WIFI ON/OFF to see Surfspot
You
off mobile data
Switch
use Opera Mini broswer for sign-up. Use
Don't
brower (like Chrome, Firefox)
another
method* If you are not automatically
*Alternative
to connect to the Surfspot WIFI, you can
redirected
this url on the browser to access the sign up
type
page: surfspot.surf.co.ke
PAGE 3

HOW TO SIGN UP NEW CUSTOMERS
to Surfspot Wifi (see Page 3 for instructions)
Connect
login page should pop up. It looks like this:
The
to “Sign me up”
Go
valid phone number (user must be able to
Enter
an SMS for verification at this number)
receive
on “Sign Up”
Click
PAGE 4

VERIFY NEW USER
Customer will then receive a verification SMS
can either click on the link provided or
You
the code directly into Surfspot
enter
Next, create a Password & Confirm
TIP: You may want to suggest an easy password
such as an ID Number, Name or 123456
PAGE 5

NAME NEW DEVICE & CUSTOMER NAME
will then get a Pop Up to Name Device. Enter
You
of phone or device.
name
If pop up doesn’t show then you can try to
NOTE:
any other website (e.g cnn.com) and you will
access
redirected back to Surfspot page. The pop up
be
then appear.
will
The next screen asks for a Customer’s Name
PAGE 6

TROUBLESHOOTING DURING THE SIGN
UP PROCESS
1: Greyed out profile.
Issue
Go to a website like cnn.com and you will
Solution:
be redirected back to Surfspot page
automatically
prompted to name the device on the pop-up.
and
2: Customer sees “Come to your nearest
Issue
message. This means a customer is out of
Surfspot”
of a Surfspot.
range
Ensure customer is near a Surfspot. You
Solution:
see the closest Surfspot by clicking on the
can
option
“Locations”
3: "i" icon instead of home icon n the Sign In
Issue
No mac address captured so redirect to
page..
Surfspot
Go to a website like cnn.com and you will
Solution:
be redirected back to surfspot page
automatically
prompted to name the device on the pop-up.
and
PAGE 7

HOW TO LOG IN EXISTING CUSTOMERS
to Surfspot
Connect
“I’m Back” and log back into Surfspot using
Select
their phone number and password.
TIP: If you are logging an existing user back in, click on
the “Remember me” box
RESET FORGOTTEN PASSWORD
a customer forgets his password, he can request
If
new one by clicking on “Forgot your password?”
a
customer will then receive an SMS with a link
The
reset the password
to
PAGE 8

HOW TO GET SURFSPOT BUNDLES
There are three ways to get Surfspot bundles
Option 1: Watch an advert and earn MBs
Option 2: Buy a bundle via MPesa
Option 3: Buy a bundle from an Authorized Agent
PAGE 9

WATCH AN ADVERT TO GET BUNDLES
a user signs into Surfspot, they will automatically
When
prompted to watch an advert.
be
only available to users without active
Adverts
bundle
must watch video to the end to get a bundle
User
can only watch another advert after expiring
User
his/her existing active bundle.
NOTE:
feature is only currently available on Android
This
iPhone users cannot access adverts.
phones.
adverts through UC browser might prove
Watching
Advise to use other browsers.
difficult.
an advert does NOT use a customer's data
Watching
bundle.
PAGE 10

BUY A PREPAID BUNDLE FROM AGENT
Payment Option 1: SS Authorized Agents
can purchase vouchers for bundles
Users
Surfspot Authorized Agents
from
should enter the six digit code under “Got a
Users
Voucher?”
Click “Redeem Now” and then ok
PAGE 11

BUY A PREPAID BUNDLE VIA MPESA
Payment Option 2: MPesa
via Lipa Na MPesa, Till Number 199265
Pay
to Mpesa> Lipa Na Mpesa> Buy Goods &
Go
Services> Till Number 199265>Enter amount
of the bundle>PIN
NOTES
should be exact to the bundle price
Amount
using the same Safaricom number
Payment
with Surfspot will automatically
registered
bundle to account.
load
using another number not registered
Payment
Surfspot will need a user to manually
with
the transaction ID under the Buy
enter
section.
Example: Buy a Daily Small bundle for KSh 10/
“Buy Kshs 10”
Click
or
Copy/paste
transaction
Enter
or the entire
ID
MPESA
confirmation
message
PAGE 12

HOW TO CHECK BUNDLE BALANCE
a user is logged in, he can check his bundle
When
on the home page.
balance
Usage is updated every minute.
PAGE 13

TROUBLESHOOTING PAYMENT ERRORS
might sometimes see payment error
Users
such as:
messages
- Awaiting Payment
- Incomplete payment
Message: Awaiting Payment
Error
Click "enter". Then copy/paste MPesa
Solution:
confirmation code for payment
Error Message: Incomplete Payment
PAGE 14

Solution
on the “click to cancel”
Click
on bundle size that the user wants to
Click
and the screen below should come
purchase
up
or Enter transaction ID or the entire
Copy/paste
confirmation SMS into the “Enter M-
MPESA
Confirmation Code” box
Pesa
on confirm purchase then ok
Click
Connecting after payment
after a customer has paid, he is
Sometimes
automatically connected to Surfspot. If
not
you see this screen, just click on “Connect”.
PAGE 15

Device Switching
SURFSPOT FEATURES
user can use the same account on more than
A
WIFI device (phone, tablet or laptop). To use,
one
customers can click the “Switch Devices” button.
NOTE: Only one device may be active at a time per
account.
PAGE 16

LOCATING SURFSPOTS & AGENTS
can find the closest 5 Surfspots and
Customers
by either logging into their account or going
Agents
to surfspot.surf.co.ke.
user is Logged
If
click on In,
“Locations” from
menu the
the top: at
PAGE 17

user is Not
If
In, click
Logged
here:
NOTE
must have enabled the location based
Users
on their browser
services
first time users visit the feature they will be
The
to "Allow" the Surfspot website to have
prompted
to their location
access
user "Deny" this the nearest Agents / Surfspots
If
may be incorrect or unavailable
listing
location services are not enabled, you must
If
enable in the browser settings of the users' phone
PAGE 18

HOW TO REPORT ISSUES
Surf team is here to help! When an issue arises,
The
report:
please
brief description of the issue
A
number
Phone
Type Phone
address: Go to setting > About phone > Status>
MAC
Mac Address
Wi-Fi
where the issue occurred (be as specific as
Location
possible, such as exact shop name or street corner!)
picture or screenshot of the customer’s phone
A
information (like browser type i.e. Chrome,
More
Opera Mini, Firefox) is always useful!!
NOTE
can also use our Debug feature to help report an
You
issue.
on the home icon on the user's
Click
in Surfspot or the "i" icon. Give us a
homepage
clear description of the issue.
PAGE 19

SURF COMPANY CONTACTS
Call us: 0790 66 99 19
us a message on Facebook:
Send
facebook.com/surfkenya
Send us an email: help@surf.co.ke
ONLY: Whatsapp: Surfspot Agents Channel
AGENTS
us know if you need to be added)
(Let
AMBASSADORS ONLY: Telegram: Brand
BRAND
Channels (Let us know if you need to be
Ambassadors
added)
PAGE 20