MyAccount: Introduction

MyAccount: Introduction

My Account is a customer facing portal where customers can log in to create a service request, check the status of an existing service request, update their profile, submit payments, view coverage, and download their contract. My Account also has a chat feature where the customer is able to reach out to a Cinch Chat Agent with any questions or issues.

My Account URL's
  1. Sears Home Warranty: https://my.searshomewarranty.com  
  2. Goodman: https://my.goodmanhomewarranty.com
  3. All Other Warranties: https://my.cinchhomeservices.com

Customer Login

The first time the customer accesses the portal, they will need to register. They will need to click Register for an account and follow the prompts.

  1. Customer will go to the My Account site for their specific plan.
  2. Enter the Contract Number and Zip Code of the covered property.
  3. Verify email address.
  4. Select a password.
Once registered, the customer will login using their username (email) and password.

Customer Dashboard

The Customer Dashboard will display, giving the customer options to view Coverage Details, Service Requests, Payments, Profile, and Benefits, as well as being able to Request Service.

If the customer has multiple plans, they will be able to link them all here to manage in one place. 

Coverage Details

Customers can access their coverage information by either clicking the View Coverage Details button or selecting Coverage Details from the side navigation panel.


Included on the Coverage Details page are:
  1. Plan Details
    1. Plan Number
    2. Plan Status
    3. Start Date
    4. Expiration Date
  2. Property Information
    1. Address of Covered Property
    2. Plan Holder Information
    3. Update Profile
  3. Costs
    1. Total Cost of Plan
    2. Deductible Amount
  4. Coverage
    1. Overview of Covered Items
Customer will also be able to download their plan documentation (Declaration Page and Terms & Conditions) by clicking the Download Plan Docs (PDF) button to review plan and coverage. 


Service Requests

If customer has any Service Requests, they will be listed on this screen with the most recent at the top. The status of each request will also be displayed.


The customer can click on the hyperlinked service request number to go into that specific service request for additional information.


If the customer needs to request service, they can click the Request Service button.

Payments

On the Payment screen, customer will be able to view:
  1. Current Balance
  2. Plan Costs
    1. Premium Costs
    2. Deductible Amount
  3. Payment History


If the customer needs to update their billing information, they can click the Update billing preferences button in the Current Balance section. Here they will be able to update credit card or bank information and their billing address if needed.

Profile

On the Profile page, customer will be able to view:
  1. Property Address
  2. Mailing Address
  3. Contact Information
    1. Name
    2. Email
    3. Phone Number
  4. Login Information
    1. Username
    2. Hidden Password
Mailing Address, Contact Information, and Login Information are all editable fields. Click the pencil icon to update information.

Benefits

The Benefits page will include any additional benefits that come with the customer's warranty. Currently the Appliance Buyline is the only benefit available however there are more to come!

Chat

The Chat feature is available to customers for guidance through My Account or any questions/issues they may have. They will click on the chat icon, answer a few questions about the reason for chat and an agent will assist them once available.

Troubleshooting

Issues Signing In/Registering
Customers may call in and state that they are having issues logging in to their My Account portal online. 

When this happens, first ask the customer probing questions: 
  1. "Have you registered in MyAccount already?"
    1. If Yes, move to question #2.
    2. If No, instruct the customer to click “Register for an account” and begin the setup process. 
      1. They will need an email address, their contract number, and their zip code to create an account.
  2. "Can you provide me with the email address you used so I may confirm we show a registered account?"
      1. Add the email address to the end of the following URL and hit Enter to verify if the email is registered:
        http://apis-private.prod.timx-api-parent-alb.cinchhs.com:8080/api/v1/myaccount/profile/email-cs/

        Before you enter the email address at the end of the URL you will receive the following message on screen:

      2. Once you enter the email and hit enter on your keyboard, If the message states "There is already an account associated with email..", Then advise the customer:
        "We do show this is the correct email address on your account, have you attempted to reset your password using the Forgot Password link?" 
        1. If Yes, they attempted Forgot Password but are still unable to access MyAccount, Then submit a request for the Cinch IT group to investigate: https://forms.office.com/r/biVa26bQDG
          Advise the customer: "I have entered a request for our IT team to troubleshoot the issue and you should receive an email. Is there anything I may assist you with today?"

        2. If No, ask the customer to click "Don't remember your password?” and follow the on screen prompts to have their password reset and an email sent to them.
      3. If the message states "There is no account associated with email..", ensure the correct spelling of the email was used, Then advise the customer:
        "There does not appear to be an account associated with that email address, could there be a different email used to register?"
        If they have forgotten the email, they should create a new account with a new email and their contract number. 

MyAccount Cinch IT Form:
Please ensure that you provide as much detail as possible and the steps that you have had the customer take already. Ensure that the spelling of the email address is correct.

Once submitted, the request will be sent to the Cinch IT group to be worked and someone will reach out to the customer. In the interim the customer may use the “continue as guest” option to place a new request or check the status of an existing request. 


Review the MyAccount Customer Portal Module by clicking the link below:


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