Confirm the error message and determine if the failure began when the customer changed handsets. An IMEI reset might be required. it happens when a customer who is already registered on mobile banking changes their handset/resets their device to factory settings and attempts to access mobile banking via the Atlas Mara mobile App or the Tenga App. Note that the Atlas Mara mobile app is designed to be used on one device at a time and not multiple. If the customer has passed the security questions, log onto Modefin and perform IMEI reset.
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