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It is impossible to be done, was invented here!

I tried the process, and it failed. I ask the support for …. support and I received the answer it is impossible to be done and your phone is not supported.

So I did it another way, and it worked.

What do I mean by that?

Concrete case. My bank has an application that they are proud of and they provided few interesting features.

One of them was to import your card to Google play, by using the add card button. This is very convenient for a “digitally first” person like myself.

I follow the process and I received an error, and this was the end of my enthusiasm to have my card in the Google Pay. There was a generic error, and it didn’t help me a lot.

Such a pity, because using Google Pay is such a convenience.

I decided to use the process and call the support of my bank. After all, they are the experts.

After 10 minutes on the call, the final resolution was crushing, my phone doesn’t support this kind of cards.

I was devastating, because I am a “digitally first person”, but we can all agree it is not such a big of an issue after all.

My curiosity took the best of me and I decided to use the Google Pay process of adding a card. And guess what? It did work.

What is the moral of the story? If you add new features to a customer facing application, you need to ensure you provide a proper support and proper monitoring and take immediate actions when the integration failed.

The risk is your reputation and your customer’s confidence.

This is also one of the reason I am not storing any passport information on the airline’s websites.

Have you ever become an unwilling tester for your bank’s features as well?



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