> 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/tokenization/implement-tokenization/card-tokenization-request/processing-the-response/approve-with-step-up-authentication/customer-service.md).

# Customer service

The **Issuer** can authenticate the **End User** through its customer service team.

This method is usually offered to the End User as a fallback for another step-up authentication method. For example, when no contact details are available for the End User, or after too many OTP attempts (configured on the TSP side, since the **TSP** manages OTPs).

To enable this authentication method, the Issuer must configure the dedicated customer service phone number in D1.

Some wallet providers also require a dedicated customer service phone number for fraud cases. This is used when the wallet provider flags suspicious behavior on the device during **Tokenization** approval. D1 can manage this flow within the Decision Engine once the Issuer configures the dedicated fraud customer service phone number.

{% hint style="info" %}
Check with the Thales delivery team for details on how to configure these parameters.
{% endhint %}

### User experience

<figure><img src="/files/cgweh0KIupy0Z8iCnQ36" alt=""><figcaption></figcaption></figure>

The Issuer defines and runs the process to identify and authenticate the End User during the call.

{% stepper %}
{% step %}

### Define and run the identification process

The Issuer defines and runs the process to identify and authenticate the End User during the customer service call.
{% endstep %}

{% step %}

### Agent activates the digital card

Once identification and authentication are performed, the customer service agent activates the digital card.
{% endstep %}

{% step %}

### Activation via portal

The agent can activate the card in the TSP portal.

If the Issuer integrates the [D1 API life cycle management](/tokenization/integrate-the-d1-api/d1-api-summary.md), this functionality can be exposed in the Issuer portal.
{% endstep %}
{% endstepper %}

### Sequence diagram

<figure><img src="/files/gqcYWNhb6w97zqfyFKYi" alt="Customer service step-up authentication sequence diagram"><figcaption><p>Customer service step-up authentication sequence diagram</p></figcaption></figure>


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