Persona Not Showing in AIQ

when a customer's account appears to be missing in aiq, or errors occur in associated systems such as the pos, there are several potential reasons common causes of account inaccessibility 1\ blocklist impacts an account may not appear in the system if the associated details (e g , email, phone number) are flagged in aiq's internal blocklist specifically even if the email address is not blocklisted, a phone number linked to the customer persona might be blocklisted accounts typically result in errors or absence of wallet data in connected systems your accounts blocklist is not viewable due to privacy laws as it is used for customer who have requested their data be removed from our systems 2\ accounts in personas archive list in some cases, customer information might be housed in your personas archive list this occurs when you or your team have archived specific personas within your personas list, rendering the profiles unsearchable despite the presence of an active wallet see the archived persona section in personas docid\ zpt9lqrqpqatnu7drhva4 diagnosis diagnosing account access issues can follow these steps search the account using multiple identifiers email, phone number, receipt lookup, or other linked details you may also search for your missing persona by searching using the following formats merge\ phonenumber and merge\ emailaddress to see if the profile isn't archived, but merged into another existing profile confirm whether the account may fall under the archive list if all search methods fail account recovery the most effective way to resolve account issues is through the aiq account recovery form this process restores account data and removes restrictions access the aiq account recovery form have the customer fill out the required personal information themselves note it is very important that the customer is the one to fill the form if filled out by anyone other than the customer, this could break privacy laws submit the form and await confirmation from aiq support if issues persist or additional clarification is needed, you can contact aiq support directly with relevant details (e g , attempted search methods, known account details)