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. Often when this occurs, we either clear out the customers from AW (as long as they are not linked to payment plans or subscriptions) or set some of the duplicate entries in the AW database to either be 'deleted' or not deleted.
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?
A: Check the birth date on their account. Some accounts were set up 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.
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 the POS.
Q: The guest never received an email for their order confirmation.
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: 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.
If after reviewing documentation and Common Troubleshooting Q&A and you still don’t have a solution for the configuration question or issue you are experiencing please write into support@aspenware.com and our support team will be happy to help!
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