# Escalation Process

## 1. Normal Inquiries

Solutions for Issues might happen while setting up or first-time login to the app 

<table data-full-width="true"><thead><tr><th width="316">ISSUES</th><th>SOLUTIONS</th></tr></thead><tbody><tr><td><ol><li>How to install the app </li></ol></td><td>Follow instructions: <a href="../../home">Authorization</a></td></tr><tr><td><ol start="2"><li>How to create a new OnHub account </li></ol></td><td>Follow instructions: <a href="shopify-sign-up">Sign Up</a></td></tr><tr><td><ol start="3"><li>How to use the app for the first time </li></ol></td><td>Follow instructions: <a href="shopify-onboarding">Onboarding</a></td></tr><tr><td><ol start="4"><li>How to add new TFP setting </li></ol></td><td>Follow instructions: <a href="shopify-add-new-fraud-prevention-configuration">Add new fraud prevention configuration</a></td></tr><tr><td><ol start="5"><li>How to change TFP setting </li></ol></td><td>Follow instructions: <a href="shopify-fraud-prevention-setting">Fraud Prevention setting</a></td></tr><tr><td><ol start="6"><li>How to manage results of TFP package </li></ol></td><td>Follow instructions: <a href="shopify-fraud-prevention-results-report">Fraud prevention results report</a></td></tr></tbody></table>

## 2. Technical support

Solutions for Issues might happen while using the app that make it less efficient&#x20;

Please contact directly to us for better support to [Contact Info](https://docs.novaonads.com/onhub/contact-info)

<table data-full-width="true"><thead><tr><th width="316">ISSUES</th><th>Team in charge</th></tr></thead><tbody><tr><td><ol><li>Cannot follow/ understand the instructions above </li></ol></td><td><em><strong>Business Development</strong></em> will receive the requirement and instruct you to follow the document</td></tr><tr><td><ol start="2"><li>Activate the package after free-trial </li></ol></td><td><em><strong>Business Development</strong></em> will receive the requirement and help you choose the most suitable package</td></tr><tr><td><ol start="3"><li>Expand the TFP package after expired</li></ol></td><td><em><strong>Business Development</strong></em> will receive the requirement and help you expand the package as your need </td></tr></tbody></table>

## 3. Technical Complaint

Solutions for Issues might happen while using the app that prevent you from using it

Please contact directly to us for better support to [Contact Info](https://docs.novaonads.com/onhub/contact-info)

<table data-full-width="true"><thead><tr><th width="316">ISSUES</th><th>Team in charge</th></tr></thead><tbody><tr><td><ol><li>Cannot login the account after verifying through email </li></ol></td><td><em><strong>Business Development</strong></em> will receive the information and send it to <em><strong>Tech Support</strong></em> for checking and fixing it </td></tr><tr><td><ol start="2"><li>Allow the app to embed code but still receive notification of "Unsuccessful embed code" </li></ol></td><td><em><strong>Business Development</strong></em> will receive the information and send it to <em><strong>Tech Support</strong></em> for checking and fixing it </td></tr><tr><td><ol start="3"><li>The TFP Package is not working despit of being active</li></ol></td><td><em><strong>Business Development</strong></em> will receive the information and send it to <em><strong>Tech Support</strong></em> for checking and fixing it </td></tr><tr><td><ol start="4"><li>The Dashboard not show analysis data </li></ol></td><td><em><strong>Business Development</strong></em> will receive the information and send it to <em><strong>Tech Support</strong></em> for checking and fixing it </td></tr><tr><td><ol start="5"><li>One of the buttons/screens is not working</li></ol></td><td><em><strong>Business Development</strong></em> will receive the information and send it to <em><strong>Tech Support</strong></em> for checking and fixing it </td></tr><tr><td><ol start="6"><li>System is broken down</li></ol></td><td><em><strong>Business Development</strong></em> will receive the information and send it to <em><strong>Tech Support</strong></em> for checking and fixing it </td></tr></tbody></table>