Migrated Player Account

Article Title
Migrated Player Accounts 

Category
Account Changes / General Account Status

General Information
Migrated player accounts were transferred from a legacy system and required players to update their information by a specified deadline (August 3, 2016). Accounts that were not updated were permanently closed. All migrated accounts should now be inactive and cannot be reactivated.

Purpose / Objective
To guide agents in identifying migrated accounts and properly assisting players by directing them to create a new account or access an existing active account.

Scenario / Use Case
A player attempts to access an old account and is unable to log in, or the account is flagged as a migrated account in the system.

Step-by-Step Instructions

1. Locate the player’s account in NeoSphere.

2. Confirm the account is a migrated account by verifying:

   • “Migrated Player” appears under Limited Account
   • The username contains an underscore (_) indicating closure

3. Confirm the account is closed and not eligible for reactivation.

4. Search for any active accounts using player PII (name, SSN, address):

   • If an active account exists → Assist the player with logging into that account.

5. If no active account exists:

   • Offer to assist the player in creating a new account.

6. Use the required scripting (see below).

Required Scripting

• Initial Explanation:
  “Players Club members had until Aug. 3, 2016 to update their accounts by entering the last four digits of their Social Security numbers. Accounts not updated by Aug. 3, 2016 were removed from the Lottery’s Players Club system. At this time your account has been removed from the system; however, I can help you create a new account if you would like?”

• If Player Asks Why They Were Not Informed:
  “I apologize, we tried very hard to reach all of our players about these updates. We sent out physical mailings, emailed, included messages and pop-up notifications on our website, and reached out on social media.”

Additional Information / Tips

• Migrated accounts are permanently closed and cannot be reopened.
• The underscore (_) in the username ensures the original email can be reused.
• Players can create a new account using the same email address tied to the migrated account.
• Always check for an existing active account before suggesting account creation.

Variations / Related Questions Phrased Differently

• “Why can’t I log into my old account?”
• “What happened to my Players Club account?”
• “My account says migrated—what does that mean?”
• “Can you recover my old account?”
• “Why was my account closed?”

Common Issues / Troubleshooting

• Issue: Player insists account should still be active

  • Explain migration deadline and that accounts not updated were removed permanently.

• Issue: Player wants to reuse their old email

  • Confirm they can reuse it due to account closure and username modification.

• Issue: Player unaware of migration process

  • Use approved explanation scripting and apologize for inconvenience.

• Issue: Multiple accounts found

  • Assist with accessing the active account instead of creating a new one.

• Issue: Player requests reopening old account

  • Clarify that migrated accounts cannot be reactivated and guide toward new account creation.