MyAccount 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:
- "Have you registered in MyAccount already?"
- If Yes, move to question #2.
- If No, instruct the customer to click “Register for an account” and begin the setup process.
- They will need an email address, their contract number, and their zip code to create an account.
- "Can you provide me with the email address you used so I may confirm we show a registered account?"
- Add the email address to the end of the following URL and hit Enter to verify if the email is registered:
Before you enter the email address at the end of the URL you will receive the following message on screen: - 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?" - 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?" - 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.
- 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.
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