Issue: Customer cannot log in to their website account

This issue can be caused by any of the following:

  1. The customer has duplicate accounts.
  2. The country was entered with ALL CAPS in the address.
  3. The customer’s email address is longer than 60 characters.

This procedure covers how to identify and rectify the reason for the issue.

Note: This guide assumes a ticket has been raised for the ICT team.

1. Check for duplicate accounts

1.1. Check customer contact records in Salesforce

1. Using the customer’s email address, search for the customer in Salesforce.

2. Does the customer have duplicate accounts?

3. Decide which account to delete and merge the records.  See Merge Contact Records for instructions.

4. Once the accounts have been merged, you must clean up the website accounts. See 1.2 Clean up website accounts.

1.2. Clean up website accounts

Complete this step after you have merged the duplicate records in Salesforce.

1. Go to the website and search for the account using the email address in the Salesforce contact record.

2. If you cannot find the customer’s account in the website using the email address in the Salesforce record:

  • Return to the Salesforce contact record, scroll down to the Contact History section and check whether there are any old email addresses for the customer .
    • If you locate an old email address in Salesforce, use this to search for the customer’s account in the website.
    • You can also search using the customer’s name.
    • If you still cannot locate a customer account, it is likely the customer never made one. You can close off the job and inform Customer service that they web account can now be created.

3. If the customer has only one account in the website, update the account details so that they match the Salesforce account.

4. If the customer has two accounts on the website:

  • Keep the account with the same Salesforce ID as the one you have decided to keep in Salesforce. Ensure the email address and all other details match the Salesforce contact record and update the website account if required.
  • Delete the record which does not match the one in Salesforce. See Cancel Website Account.

2. Check if the country was entered with ALL CAPS in the address.

There is a bug in the website that means if the County field is in ALL CAPS the login will fail on the website.  This includes all 4 addresses on the contact, any related addresses to the contact, and any account addresses.

1. Access the customer's Salesforce contact record.

2. Click on Addresses (Contact) in the Related List Quick Links section.

3. Click on the address ID.

4. Check the Country field.

5. If the country was entered using ALL CAPS, correct all instances of the country in the Salesforce record.

IT can also do a data cleanup to correct such records.

3. Check if the customer’s email address is longer than 60 characters.

Salesforce has an email address limit of 60 characters. Salesforce adds a 19-character ID to the email address, e.g. [email protected]_0031m00000TNovJAAT

1. Check the customer's email address in their contact record.

2. If the email address is over 41 characters, it will be too long once the Salesforce ID is appended to it.

3. Advise the customer to use a different email address.