SH-101 — How to register a SHABIK account
Overview: Registration is done in the SHABIK UAE app (App Store / Google Play). It uses an email + 4-digit OTP, then basic profile details.
User impact: Without an account the driver cannot start a session. Most "I can't sign up" contacts are OTP delivery issues.
Prerequisites: Smartphone with internet; access to the email inbox used for sign-up.
Step-by-step resolution
- Download SHABIK UAE (App Store or Google Play) and open it.
- Enter your email on the welcome screen.
- Accept the Terms & Conditions and Privacy Policy, then tap Continue.
- Open your email and find the 4-digit OTP (check Junk/Spam if not in inbox).
- Enter the OTP and verify.
- Enter your Full Name and Mobile Number.
- Account created — you land on the map screen to find a station.
Symptoms / What to check (Symptom → Cause → Resolution)
| Symptom | Likely cause | Resolution (agent action) |
|---|
| "No OTP email" | Wrong email / delay / spam filter | Confirm spelling of the email; ask them to check Junk/Spam; wait 1–2 min and resend; if still nothing, capture email + raise a ticket to Account Operations |
| "OTP rejected" | Expired / mistyped code | Request a fresh OTP; have them enter the newest code only |
| "Can't get past name/mobile" | App glitch | Force-close & reopen the app; ensure stable internet |
Troubleshooting tips: One account = one email. If the driver "already has an account," they should log in rather than re-register.
SLA-friendly resolution: Resolve live (P3). If OTP truly won't deliver, ticket it and give a reference number; target update ≤ 1 business day.
Related articles: SH-100 (parent) · SH-102 Add a card · SH-103 Wallet top-up · SH-601 Errors.
Escalation: Repeated OTP failure / email change needed → Account Operations (backend).
Arabic phrase (caller-facing): «تمام، خلينا نسجّلك خطوة بخطوة. دخّل الـ email، وراح يوصلك OTP من ٤ أرقام — تأكد من الـ Junk لو ما وصل.»
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