JWT Access Token

The JWT Access Token feature provides secure, token-based access to the Bill Explainer microsite without requiring traditional login credentials. The JSON Web Token (JWT) is embedded into a tokenized URL sent to customers via email or SMS, which grants temporary, secure access to the Bill Explainer microsite. This token ensures that users can seamlessly view their billing details without needing to create an account or log in manually.

The use of JWT for authentication provides robust security and simplicity, streamlining the user experience while ensuring that access to sensitive billing data remains protected. The token is automatically generated and embedded in the URL, expiring after a set period to maintain security and limit exposure.

Key Benefit

• For Consumers: Secure and hassle-free access to billing information without needing to remember or create passwords.

• For Customer Service Representatives (CSRs): Eliminates the need for manual identity verification, reducing the time spent on billing inquiries.

• For Analysts: Encourages higher user engagement by making the login process frictionless, while ensuring data security and integrity.

Use Case

The Problem

Traditional login systems requiring passwords and multi-factor authentication (MFA) can create friction for customers who simply want to view their billing information. Forgotten passwords, account lockouts, and complex login processes can deter customers from accessing their bills, leading to confusion and increased call volumes to support centers.

The Solution

By using JWT Access Tokens, customers receive a secure, one-click link via email or SMS that grants immediate access to their billing information. This removes the need for traditional login methods, providing a more efficient, user-friendly experience while maintaining high levels of security.

Benefits

• Frictionless Access: Provides customers with a seamless way to access their billing details without the hassle of logging in.

• Increased Engagement: Encourages customers to interact with their billing information more frequently by simplifying the access process.

• Reduced Support Calls: Fewer customers need to contact support due to login issues or forgotten passwords.

How it works

• A JWT is automatically generated for each billing cycle.

• The JWT is embedded into a unique, tokenized URL, which is sent to customers via email or SMS.

• Customers click the link and are securely authenticated via the JWT, allowing them to access their billing information without logging in.

• The token has a defined expiration period, ensuring it remains secure.

Common Issues/Troubleshooting

• Issue: "I received the tokenized link, but it's no longer working."
  Solution: The JWT may have expired. The customer should request a new link from their billing provider or support.

• Issue: "The link isn’t granting me access to my bill."
  Solution: Ensure that the customer is clicking the most recent tokenized link, as older links may have been replaced with newer ones.

• Issue: "I accidentally deleted my tokenized link."
  Solution: The customer can request a new tokenized link by contacting customer service or using the self-service portal.