Player Document Visibility

Article Title
Player Document Visibility

Category
Documents / Account Features

General Information
Players are able to view documents they have uploaded through their account. However, documents uploaded by the accounting or compliance teams are not visible to the player.

Purpose / Objective
To help agents guide players in locating and understanding which documents they can view within their account.

Scenario / Use Case
A player wants to view documents they previously uploaded or asks why certain documents are not visible in their account.

Step-by-Step Instructions

1. Instruct the player to log into their account.

2. Navigate to:

   • My Account > Tools > Secure Document Upload

3. Locate and expand:

   • “Show My Submitted Documents”

4. Review visible documents:

   • Player will see only documents they have uploaded that are not restricted

Additional Information / Tips

• Players can only view documents that are:
  • Not deleted
  • Not archived
  • Not marked as “Not Visible for Player”
• Documents uploaded by players are visible by default.
• Documents uploaded by compliance or accounting are not visible to players.

Variations / Related Questions Phrased Differently

• “Where can I see my uploaded documents?”
• “Why can’t I see my documents?”
• “How do I check what I uploaded?”
• “Can I view documents on my account?”

Common Issues / Troubleshooting

• Issue: Player cannot find uploaded documents

  • Guide them to Secure Document Upload and the “Show My Submitted Documents” section

• Issue: Document not visible

  • Explain it may be deleted, archived, or marked as not visible

• Issue: Player expects to see all documents

  • Clarify that only player-uploaded documents are visible, not those uploaded by compliance