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Q: Question 1
{To find good questions and answers start by searching Freshdesk for the key word to find tickets that have been resolved with this key word to get ideas around what kind of common troubleshooting and issues occur around this feature. Open up tickets that seem relevant and read through solutions for how they were solved.}
A: Answer 1
{Answers should be written conversationally and should reference documentation rather than try to duplicate documentation, as if you were responding to a helpdesk ticket. .}
Q: Question 2
A: Answer 2
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Q: I’m getting an inventory related error in the order queue but the product the guest purchased doesn’t have inventory mapped to it in AW commerce.
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Q: Why is a guest unable to assign a skier to a pass?
A: Check the birth date on their account in RTP|One. Some accounts were set up in RTP|One with a dummy birthdate such as 1/1/1902. Go into the account and update their birthdate to the correct birthdate and have them try again.
Q: The birth date is wrong on the guest’s skier card, how can it be fixed?
A: Customers do not have the ability to update their birth date on the Aspenware sites, because many of our passes vary in price according to the skier’s age, so we do not want to give them the ability to update it. A customer may call if they set up their account and messed up their birth date; if it was entered in error, you may correct their birthdate in RTP|One.
Q: The guest never received an email from the season pass site.
The guest will usually receive an error message if their input does not match an active account in RTP|One, but if they never receive the email, go into their account and verify the email address with them, reset their password and have them try to login with the new information while you are still on the phone to ensure they are able to get in. Also ask them to check Spam folder.
Q: The guest is unable to sign in after finding their account.
Create an authentication profile in RTP|One for the guest using email address and add an email profile for that customer for that same email address. Ask the guest to go to the site, click on Reset Password or Find Me Using Email with the email you have just verified to get their password reset.
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How-to Guide of this page can be found here: [Internal] Common Troubleshooting Setup Guide
Real Example of this page can be found here: Common Troubleshooting: Age Rules
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