Registration Issues

Article Title
Registration Issues (Unable to Register After Multiple Attempts)

Category
Account & Verification - Registration Issues

General Information
Players who are unable to successfully complete registration after multiple attempts may require additional troubleshooting or identity verification. Specific steps must be followed before escalating or directing the player to external verification.

Purpose / Objective
To guide agents in assisting players who cannot complete registration after multiple attempts and ensure all required troubleshooting and escalation steps are followed.

Scenario / Use Case
A player has attempted to register multiple times but is unable to complete the process successfully and needs assistance.

Step-by-Step Instructions

1. Search for the player using PII (Personal Identifying Information):

   • If an account is found → Assist the player with logging into that account
   • If no account is found → Contact a Team Lead for assistance

2. Confirm the player has attempted registration correctly:

   • Instruct them to submit registration 3 consecutive times without closing the page
   • Use guidance:
     • “Please try registering at least three times in a row without leaving the registration menu. Often this will allow you to register.”

3. Ensure general troubleshooting steps have been completed:

   • Clear cookies and cache
   • Use a supported browser

4. If still unsuccessful:

   • Advise the player to wait up to 48 hours
   • Attempt registration again (no more than 3 consecutive attempts without leaving the page)

5. If the player is still unable to register:

   • Direct them to:

     • https://consumer.risk.lexisnexis.com/help

   • Provide script:

     • “I apologize, but our system was unable to verify your identity. Please visit https://consumer.risk.lexisnexis.com/help to submit a request to update your information.”

6. Inform the player of next steps:

   • After submitting the request, they will receive:
     • The name of the data provider
     • Contact details via email
   • They must contact the data provider for assistance completing registration

Additional Information / Tips

• Registration may fail due to identity verification issues.
• Multiple consecutive attempts are required before escalating.
• External verification may be required if the system cannot confirm identity.

Variations / Related Questions Phrased Differently

• “Why can’t I create an account?”
• “I tried signing up multiple times and it won’t work.”
• “Why does my registration keep failing?”
• “What do I do if I can’t register?”
• “I keep getting errors when signing up.”

Common Issues / Troubleshooting

• Issue: Player did not attempt registration multiple times correctly

  • Instruct to attempt 3 consecutive submissions without leaving the page

• Issue: Account already exists but player unaware

  • Search using PII and assist with login

• Issue: Browser or cache causing issues

  • Clear cookies/cache and try again

• Issue: Player still cannot register after all steps

  • Direct to LexisNexis site for identity verification update