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Q: The guest is unable to sign in after finding their account, resetting their password, etc.

First, create or update an authentication profile/web password in the POS for the guest using their email address with a dummy password they can reset. If using RTP|One, also, add an email profile for that customer using 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.

If a guest still can't log in after that, contact Aspenware support to fix the guest’s account. We usually find there are multiple accounts w/ the same username/password combination in the Aspenware database.  On the POS side, usually, a merge or dedupe occurred, and/or the email/authentication profile was deleted from one RTP IPCode and then added to another

Q: A guest is logged in and the family populated for them based on their household, now they can’t assign a family member to the product they are eligible for?

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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 profile 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 the Spam folder.

Q:

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Create an authentication profile in RTP|One for the guest using their email address with a dummy password they can reset. Also, add an email profile for that customer using 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.

Q: A customer has an authentication profile and email profile, however, when searching for his account nothing is found. I deleted and re-added his account still to no avail. Why is this customer’s authentication profile not speaking to Aspenware Commerce?

A: Selecting 'Delete' while in a customer record will mark the record as deleted in the database.  Currently, this action cannot be undone without contacting Aspenware. 

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