How do customers use the Kmart app and website features?
This article helps agents support customers using the Kmart app and website, covering account management, passkeys, social sign-on, two-step verification, order management and common troubleshooting steps.
Overview
The Kmart app and website provide convenient features for shopping, order tracking, Click & Collect, managing returns, and accessing OnePass benefits. Customers can sign in via email/password, passkeys, or social sign-on providers. Two-step verification (2SV) may be enabled for added account security.
Account Sign-In Options
- Email & Password: Standard sign-in method. Customers should use the email address associated with their orders to access order history.
- Passkeys: A secure, passwordless sign-in method using device authentication (e.g., fingerprint or face ID). Customers must set up passkeys on their device and browser.
- Social Sign-On: Sign in using eligible social providers; note that account data is tied to the linked social account.
- 2-Step Verification: If enabled, customers will receive a one-time code via SMS or authenticator app; agents can guide customers through verification steps but must not request security codes.
Step-by-Step: Helping Customers Access Orders
- Verify Identity: Ask for order number, email address or phone number used at checkout.
- Sign-In Troubleshooting: For forgotten passwords, guide them to the "Forgot password" flow. For passkey issues, advise checking device settings and browser compatibility.
- 2SV Problems: If a customer cannot receive a code, suggest checking signal, using a backup verification method, or disabling 2SV via account recovery steps if necessary.
- Order Access: Once signed in, direct customers to 'My Account' > 'Orders' to view order history and tracking links.
Important Notes / Warnings
⚠️ Warning: Never ask for or record customers’ passwords or 2SV codes. For security-sensitive issues, follow the account recovery protocol and escalate to the security team when required.
💡 Tip: Encourage customers to enable passkeys or 2SV for added account security and to link their accounts to a persistent email address.
Frequently Asked Questions
Q: My passkey login stopped working after an update. What should I do?
A: Ask the customer to check device OS and browser updates, confirm passkeys are still enabled in device settings, and try an alternate sign-in method if needed.
Q: I can't receive the 2-step verification code
A: Verify the phone number is correct, ask them to check SMS or authenticator app, and advise on network signal. If still unsuccessful, follow the account recovery procedure.
Troubleshooting Tips
| Issue | Solution |
|---|---|
| App crashing or pages not loading | Advise customer to update the app, clear cache/data, restart device, or use the website as an alternative. |
| Order not visible in account | Check if the order was placed using a different email or as a guest; search orders by phone number or open a support ticket to retrieve the order record. |
| Can't sign in with social account | Confirm social provider credentials, suggest unlinking and re-linking the social account, or use standard email/password sign-in if possible. |
Related Information
Use this article to troubleshoot app and website access issues, guide customers through secure account recovery, and escalate to technical support for persistent or security-related problems.