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FAQ's
How Can We Help You?
Frequently asked questions
Most Asked Question
You can manually correct the detected reading in the “Manual Odometer Reading” field before confirming Clock In.
Wait for the timer on the Secure Login Verification screen to expire, then tap “Resend OTP” to get a new 6-digit code on your registered email.
Select “Nil Payment”, schedule a follow-up date, capture your current location, take customer/place photos, and add notes explaining the reason.
Tap “Check latest payment status” on the collection screen to refresh and confirm whether the payment link was completed.
Use “Transfer Visit”, select the agent, set priority, date, time, and add a note. Note: a case can be transferred a maximum of 3 times, and an agent can transfer up to 10 cases per month. Hold-bucket cases cannot be transferred.
Everything You Need to Know About the App
Onboarding & Login
Enter your registered email and password on the Log In screen, then tap “Send OTP” to receive a one-time password for verification.
Tap “Forgot Password?” on the login screen to reset it via your registered email.
A: A 6-digit OTP is sent to your registered email. Enter it on the Secure Login Verification screen and tap “Verify OTP”. If you don’t receive it, you can request a resend after the timer expires.
It saves your login credentials on the device so you don’t need to re-enter them each time.
ColleX supports multiple lending brands (e.g., BharatLoan, Rupee112, Loan112). Selecting the entity you’re working for ensures your visits and collections are tracked under the correct organization.
Clock In / Attendance
Tap “Clock In” on the Dashboard, then scan your vehicle’s odometer using the camera on the Confirm Clock In screen.
This ensures precise tracking of the distance traveled each day by logging the vehicle’s initial odometer reading before your shift begins.
You can manually correct the detected reading in the “Manual Odometer Reading” field before confirming Clock In.
Tap “Clock Out” from the Dashboard once your shift is complete
Go to Profile → “View Time Log History” to see clock-in/out times and distance covered (by odometer and Google Maps) for each day.
Dashboard
Daily collection amount, number of visits, distance traveled, a collection trend graph, any running/in-progress visit, quick actions (Assigned Cases, Follow-Ups), and a summary of scheduled, pending, and completed visits.
It shows a customer visit currently in progress, with the option to “Resume Visit” if you navigated away
“Assigned Cases” takes you to your full loan list; “Check Follow-Ups” shows follow-ups due today.
Loan Visit Management
Loan visits are organized into tabs — Assigned Loans, Pending, Schedule, Completed, and Closed Loans — so you can easily track where each visit stands.
Use the search bar to look up a customer by name, or tap the filter icon to filter by loan number, PAN, mobile number, DPD range, priority, status, or date range.
They indicate the urgency of collection based on overdue status, helping you prioritize which customers to visit first.
Tap the call icon to choose between an integrated Dialer Call or a Manual Call — both are logged automatically with call outcomes.
Use “Create Visit”, choose the visit type (Office, Home, Aadhaar, or Custom address), pick a date, and add notes.
Transfer Visit
Yes. Use “Transfer Visit”, select the agent, set priority, date, time, and add a note before submitting.
Yes. A single case cannot be transferred more than 3 times, and an agent can transfer a maximum of 10 cases per month.
No. The Transfer option is not available for cases in the Hold bucket. Cases on hold must be resolved or released from hold before they can be transferred.
Loan Details
Basic Details (contact, Aadhaar, PAN, address), Loan Information (amount, tenure, interest, disbursement), Repayment Details (dues, overdue days, repayment progress), Visit Manager Details (assigned agent), and Reference List (customer’s contacts).
A visual bar showing how much of the loan has been repaid versus the remaining balance, along with the overdue amount and penal interest if applicable.
Go to Loan Details → Reference List and tap the call icon next to the reference’s name
Visit Route & Navigation
Tap “Proceed to Visit Route” to view live navigation, distance, and ETA to the customer’s address.
A feature that arranges multiple assigned visits into an optimized sequence, showing the stop order, distance, and estimated time for each stop.
Tap “I’ve Reached the Location” during navigation; the app will confirm arrival with a timestamp.
Yes. The Office Address screen shows the workplace address, distance, and an option to open it directly in Maps.
Payment Collection
After confirming arrival, tap “Start Collection”, then choose a channel (SMS, Email, WhatsApp, etc.) to send a payment link, or enter the customer’s number/email manually.
Tap “Check latest payment status” to refresh and see if the payment link was completed.
Select “Nil Payment”, then schedule a follow-up date, capture your current location, take customer/place photos, and add notes explaining the reason.
You’ll see a “Payment Confirmed” screen with transaction details (amount, date, mode) and the option to add a follow-up if needed.
Yes, under Payment Details → History, showing amounts collected and dates.
Follow-Ups
Tap “Add Followup”, select a follow-up type and priority, set a date/time, and add notes.
Photos and location capture are mandatory for visit verification — to confirm the agent actually visited and interacted with the customer.
Under “Visit History”, which lists all past follow-ups with dates, outcomes (e.g., Promise to Pay, Dispute, No Response), notes, and attachments.
Collection History
Under Dashboard → “Collection History”, which shows total collected for the month, a progress bar, and a breakdown by Collected/Pending status
Use the search bar on the Collection History screen to search by customer name or loan number
Profile & Settings
Name, employee ID, role, contact details, branch, joining date, and a monthly performance overview (cases handled, amount collected, success rate).
Tap the edit (pencil) icon on the Profile screen
Tap “Sign Out” at the bottom of the Profile screen
Help & Support
A Report Number to track and reference your support requests, and access to Tech Support for resolving technical or app-related issues.
Tap “Still need help?” at the bottom of any FAQ answer or on the Help & FAQs page. A Report Number is generated automatically so you can track your request
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