Overview
Overview
Out-of-sync accounts occur when the state of an account in gaiia does not match its intended or expected configuration. This often stems from migration-related incompatibilities or manual actions instead of using the designed workflow. Other causes can include workflow issues or missed steps during activation.
Addressing these issues promptly is essential for maintaining a great customer experience and ensuring accurate billing. Resolving out-of-sync accounts prevents customers from receiving free months or being overcharged for services.
Understanding out-of-sync accounts
Out-of-sync accounts disrupt the synchronization between account statuses and their associated subscriptions or billing cycles. These discrepancies may arise for several reasons:
- Migration-related issues: System limitations or anomalies during migration.
- Manual actions: Human errors during account or subscription updates. Manual steps should be avoided in a regular flow.
- Activation workflows: Missing or improperly executed steps in the activation process.
Each scenario requires an appropriate review to ensure account statuses, billing subscriptions, and customer usage are accurately aligned.
Where to find out-of-sync account information
To locate information on out-of-sync accounts, you can refer to the following areas (resulting in the same table):
-
Admin Settings > Analytics > Account Issues:Scroll down to find the "Out-of-sync Accounts" table -
Admin Settings > Reports > Accounts:Access the "Out-of-Sync Accounts" table
Both locations provide valuable insights to help identify and address out-of-sync accounts effectively.
Common out-of-sync account scenarios
Below is a table of common out-of-sync scenarios, their potential causes, and solutions. This table can serve as a reference for addressing specific cases.
| Error Code | Possible Root Cause | Potential Solution |
|---|---|---|
| Active accounts with billing subscriptions and billing cycle not enabled | Not using Activation workflow | Review accounts and activate billing cycle:
|
| Active accounts with suspended subscriptions | Not using the reactivation workflow | Confirm subscription:
|
| Active accounts without billing subscriptions | Activation issue or missed subscription assignment | Assign or validate subscriptions:
|
| Inactive accounts with assigned billing subscriptions | Manual action or migration inconsistency | Validate the account status and subscriptions:
|
| LEAD accounts with billing cycle enabled | Improper workflow usage for leads | Validate the account status and subscriptions:
|
| Pending accounts with billing cycle enabled | Incorrect activation workflow usage | Validate the account status and subscriptions:
|
| Pending accounts without subscriptions | Missed subscription assignment | Validate the account status and subscriptions:
|
| Suspended accounts with billing subscriptions | Manual action or migration issue | Review account suspension reasons and align subscription statuses accordingly:
|
| Suspended accounts without suspended subscriptions | Manual action or migration issue | Review account suspension reasons and align subscription statuses accordingly:
|
Admin permissions and workflow exceptions
The Edit Account Status permission, restricted to admins by default, should only be used for exceptional cases. Bypassing standard workflows with this permission can lead to missing critical backend actions, potentially resulting in further discrepancies or incomplete updates. Always ensure this permission is used with caution and only when absolutely necessary.
Conclusion
Each out-of-sync account case requires thorough investigation and manual correction. For assistance, please contact our support team at support@gaiia.com.