Persona Not Showing in AIQ

if a customer’s profile seems to be missing in aiq or if their account causes errors in connected systems like the pos there are a few common reasons 1\ blocklist impacts aiq maintains an internal blocklist for privacy and compliance customers who have requested data removal or triggered privacy rules may be included on this list a customer may be blocklisted even if their email isn’t, if their phone number was flagged, the entire persona becomes hidden blocklisted accounts often cause missing wallet data, errors in pos, or profiles that do not appear in search for privacy law compliance, blocklist contents are not viewable to retailers or staff if a profile is blocklisted, the account will not be visible in aiq until recovered 2\ archived personas customers may also be missing because their profile exists in the archived personas list for your account this can happen when staff manually archive a persona older or duplicate profiles were intentionally archived archived accounts do not appear in normal search results may still have an active wallet , even though the profile looks “missing ” the archive view often displays only the phone number of an archived profile if the archived persona contains only an email and no phone number, the email will appear instead profiles archived by system level privacy processes (e g , data deletion requests) may not appear in your archive at all and require support restoration 3\ how to diagnose a missing account use these steps to identify why the account isn’t appearing a search with all possible identifiers try multiple search formats email phone number receipt lookup first + last name customer id (if available) b search using merge lookup to check whether the persona was merged into another profile merge\ phonenumber merge\ emailaddress if the persona is merged, you will be taken to the surviving profile c check if the account is archived if all search methods fail, the profile may be in the archived personas list d consider blocklist status if the account still cannot be located, it may be on the internal blocklist—requiring an official recovery request 4\ restoring a missing, deleted, or archived account to recover a deleted, blocklisted, or archived account, follow the steps in the account recovery docid 4ojuhnxyva 7hn5dcuxtt guide the account recovery process restores customer data removes the account from the archive or blocklist reinstates loyalty points (when applicable) why some archived accounts show only numbers manually archived profiles show only their phone number in the archive list (or email if no phone is present) system level archived profiles those created through data privacy requests or backend cleanup do not show identifiable info and are not visible in the normal archive these limitations are intentional for privacy compliance and data protection standards