Request from CA to change of mail ID in case of existing email ID is not accessible and to update our records.
On the page
L1 team need to validate below checklist.
Check 1 : Validate the serial details by Sales and Marketing > Serial Search >> Key in the serial number
In Serial View, L1 team need to check whether the requested serial number belongs to CA License or regular customer License:
● Auditor Edition: Check for
Commercial Type: Permanent BAP
Edition: Gold India Auditor Unlimited (Users)
● Tally ERP 9 (Multiuser) 35% CA Discount License: Check for
BAP Lead tagged for the Serial number through which discount was processed.
● Tally ERP 9 (Multiuser) 80% CA Discount License:
L1 team need to interact with TLs to confirm on the serial details as the TLs are having the required rights.
Check 2 : L1 team should ensure that the below required documents are received
● Request on CA / CA firm letter head with seal and signature.
● “Member Card" and "Firm card" downloaded from ICAI “Self Service Portal (SSP)”
Check 3 : After validating with serial details and receiving the required documents, L1 team will follow below validation steps:
● Account Name registered in our records, Billing Details of the Invoice (In case of online sales (35% and 80% Discount)) and the CA Letterhead received should not be of Non – CA firm i.e., Private/Public Limited companies.
● CA Firm name registered in our records and CA Credentials (MRN/FRN) tagged to the License should match with the CA Letterhead and MRN/FRN card received.
● The request should not be processed even one mismatch detail found during validation.
● L1 team will contact L2 Xperts to get clarification on the issue before escalating the ticket to L2.
● As per the clarification received, the request can be processed or reply to stakeholder and escalate the ticket to L2 for further validation.
Tally.ERP 9 > License > Change of email ID
L1 Team: 1 BHr.
L2 Team: 4 Bhrs.
L1 Process Flow:
L2 Process Flow:
Case 1: Either documents or serial details not mentioned
Dear <Sir/Ma'am>,
Thank you for writing to us regarding the change of e-mail ID.
We request to you to provide the mail id change request on your company letterhead with seal and signature along with the “Firm Card” and "Member Card" downloaded from ICAI – Self Service Portal or using the below given link to validate and process the request.
For any further clarifications, please feel free to write to us.
Case 2: Stakeholder has shared the required documents
Dear <Sir/Ma'am>,
Thank you for writing to us regarding the change of e-mail ID.
We would like to inform you that your registered e-mail ID is changed from <old e-mail id> to <new e-mail id> as per your request.
For any further clarifications, please feel free to write to us.
Case 3: Escalating to L2 Xperts team.
Dear <Sir/Ma’am>,
Thank you for writing to us regarding < Change of e-mail ID > (Serial number: XXXXX)>
Please note, we have escalated the ticket to Systems and Processes Support team. You will receive personal assistance from us (usually within 4 business hours).
L2 will validate on the documents received and reply to the stakeholder case-wise.
