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) how do i recover an account in aiq, and what happens to points after recovery? deleted customer accounts can be recovered , and points earned before deletion should be restored automatically always verify account details and points after recovery to avoid discrepancies steps to recover a deleted account submit a recovery request by contacting aiq support via the account recovery link wait for completion the support team typically restores the account within 24 hours verifying points after recovery check the points balance in the restored account if points are missing or the account isn’t set up for accrual, contact support for assistance additional notes following the recovery steps ensures a smooth restoration proactively confirm account and points status post recovery to avoid issues why are accounts archived or blocked, and why are only numbers visible in aiq’s archive? accounts in aiq may appear archived or blocked for several reasons, and the information visible in the archive can vary based on how the account was handled common reasons for account archiving or blocking manual archiving by staff staff intentionally archive accounts to declutter active profiles or manage inactive clients opt outs by the individual users who opt out of texts or emails via the 2 factor data privacy opt in are automatically moved to an archived or blocked state to respect their preferences why only numbers are visible in the archive manually archived profiles the archive interface shows only numbers for accounts archived manually if an account is archived that has only an email address and no phone number, the email address will appear as the archived data point but most archivals will appear as a phone number in archived personas system level managed data profiles archived via backend processes (e g , deletions, data privacy opt ins) are managed differently and are not visible in the standard archive access to these requires support tools