Context

A user might complain that the phone number they’re entering is not being accepted and this could prevent them from registering an account on the app. This can happen if the user has entered an incorrect phone number format. An informative error message appears in red on the screen, but the user might miss that. That message is customized depending on the country or countries where the app is being used and it shows an example of a correct number format.

Two common user errors include:

  • Adding an additional plus “+” sign when one already exists by default in the telephone field.

  • Leaving a blank space (interval) after the email “ “.

Instructions

To assist the user:

  1. Check that the phone number the user is entering is accepted and corresponds to the App localisation. For example, if the App is rolled out in the UK and to be used only with UK phone numbers, other unsupported number formats won’t work. Validation of accepted phone numbers has been agreed during system set up.

  2. Identify the cause for the phone number not being accepted (i.e. is the user entering invalid characters, + or a space after phone number)

  3. Let the user know what the correct format is (i.e. country code, area code, number of characters in phone number) - and tell them to read the helpful error message in red under the phone number field.

  4. Get the user to spell to you what they’re entering and check that it is correct.