> For the complete documentation index, see [llms.txt](https://docs.payments.thalescloud.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.payments.thalescloud.io/merchant-tokenization/visa-ctf-and-daf/implement-ctf-and-daf/create-device-binding-yellow-flow/activate-binding-with-customer-service.md).

# Activate binding with customer service

Customer service is used as the **ID\&V** method to activate a pending device binding.

This page continues the flow after [Create device binding (yellow flow)](/merchant-tokenization/visa-ctf-and-daf/implement-ctf-and-daf/create-device-binding-yellow-flow.md).

Prerequisites:

* You already started `createBinding` or `resumeBinding`.
* The issuer selected `CUSTOMER_SERVICE` as the ID\&V method.
* Your merchant application can route the end user to customer service.

## Flow

<figure><img src="/files/P3JJCO6e4QN2oGJ4RhIl" alt=""><figcaption><p>Customer service device binding flow.</p></figcaption></figure>

<table><thead><tr><th width="100">Step</th><th>Description</th></tr></thead><tbody><tr><td>1</td><td>The end user selects the customer service option in the merchant application.</td></tr><tr><td>2</td><td>The merchant application forwards the selection to the Thales backend.</td></tr><tr><td>3</td><td>The end user contacts the issuer to authenticate and confirm the device binding request.</td></tr><tr><td>4</td><td>The issuer accepts the device binding request and informs <strong>VTS</strong>.</td></tr><tr><td>5–6</td><td>VTS notifies the Thales backend, which notifies the merchant/PSP backend.</td></tr><tr><td>7</td><td>The merchant/PSP backend communicates the result to the merchant application.</td></tr><tr><td>8</td><td>The merchant application activates the binding locally in the Thales SDK.</td></tr></tbody></table>

{% hint style="info" %}
In the customer service flow, the merchant application starts the device binding. The final approval comes from the server side.

Handle potential device/server desynchronization. Only activate the binding locally after you receive a successful status.
{% endhint %}

## SDK integration

### 1. Select the customer service ID\&V method

During `createBinding` or `resumeBinding`, submit `Customer Service` as the ID\&V method.

{% tabs %}
{% tab title="Android" %}
If the submission succeeds, the SDK calls `onIssuerAuthenticationReady`. If it fails, the SDK calls `onError`.

```java
@Override
public void onIssuerAuthenticationRequired(IDVSession idvSession) { 
    // Submit CUSTOMER_SERVICE ID&V Method
    for (IDVMethod idvMethod : idvSession.getIdvMethods()) {
        if (idvMethod.getType().equals(IDVType.CUSTOMER_SERVICE)) {
            idvSession.selectIdvMethod(idvMethod);
        }
    }
}

@Override
public void onIssuerAuthenticationReady(IDVSession idvSession, 
                                        @Nullable OtpActivationStatus status) {
    
}

@Override
public void onError(TMGClientException exception) { 
    // Check if there's any error
    int errorCode = exception.getErrorCode();
    int errorMessage = exception.getMessage();
}
```

{% endtab %}

{% tab title="iOS" %}

```swift
guard let idvSession = VisaService.shared.idvSession else {
    // no idv session
    return
}
// 1. Displays the list of IDV methods
do {
    let idvMethods = try idvSession.idvMethods
    let selectedIdvMethod = idvMethods[0] // user select an CUSTOMER_SERVICE idv method
    
    // 2. Submit the IDV method.
    idvSession.selectIDVMethod(selectedIdvMethod) { (result) in
        if let otpActivationStatus = result {
        
        } else {
            if selectedIdvMethod.type == .customerService {
                let value = selectedIdvMethod.value
                // 3. Verify through customer service.
            }
        }
    }
} catch let error {
    // Handles the error.
}

// 4. Failure in step 2, selectIDVMethod, will be handled in completionHandler.
VisaService.shared.completionHandler = { (session, error) in
    // 5. Check if it is a selectIDVMethod error.
    if let session = session,
        let error = error,
        error.description == TMGError.invalidIdvMethod.description {
        VisaService.shared.idvSession = session
        // 6. Retry the IDV flow.
    }
}
```

{% endtab %}
{% endtabs %}

### 2. Get customer service data

Use the `IDVMethod.value` to display the customer service information returned by the issuer.

{% tabs %}
{% tab title="Android" %}
The data that is needed for token activation can be retrieved from the `IDVMethod` object.

```java
// Get the customer service data
String value = idvMethod.getValue();
```

{% endtab %}

{% tab title="iOS" %}

```swift
let value = selectedIdvMethod.value
```

{% endtab %}
{% endtabs %}

### 3. Activate the binding

After you receive a successful confirmation, activate the binding by calling `activateBinding` on the `IDVSession`.

Pass `null` (Android) or `nil` (iOS) to confirm that customer service verification is complete.

{% tabs %}
{% tab title="Android" %}

```java
@Override
public void onIssuerAuthenticationReady(IDVSession idvSession, 
                                        @Nullable OtpActivationStatus status) { 
    // Activate binding locally
    idvSession.activateBinding(null);
}

@Override
public void onError(TMGClientException exception) { 
    // Check if there's any error
    int errorCode = exception.getErrorCode();
    int errorMessage = exception.getMessage();
}
```

The result is returned via `onSuccess` or `onError`.
{% endtab %}

{% tab title="iOS" %}

```swift
guard let idvSession = VisaService.shared.idvSession else {
    // no idv session
    return
}
// 1. Call activate
idvSession.activateBinding(withValue: nil)

VisaService.shared.completionHandler = { (session, error) in
    // 2. Binding successful
    if error == nil {
        
    }
}
```

The result is returned in `completionHandler`.

If activation fails, `completionHandler` returns an `IDVSession` and an error for retry.
{% endtab %}
{% endtabs %}


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