Resolving Unidentified Players

Article Title
Resolving Unidentified Players

Category
Technical Issues / Login Issues

General Information
Unidentified players are those whose accounts could not be fully verified during registration. These accounts remain in a limited status until identity verification is completed.

Purpose / Objective
To guide agents in identifying unidentified accounts and assisting players in completing verification to activate their account.

Scenario / Use Case
A player cannot log in or complete registration because their account is not fully verified and is marked as unidentified.

Step-by-Step Instructions

1. Confirm the player does NOT already have a verified account under a different email address:

   • If a verified account exists → Assist the player with logging into that account

2. Check for multiple unidentified accounts:

   • If found, confirm which email they would like to use for their account for the steps below 

3. Identify the account as Unidentified in NeoSphere by confirming:

   • Limited Account = Unidentified
   • ID Verification = Required
   • ID Verification Reason = ID & Age Verification

4. Attempt to fully verify the account:

   • If the player cannot verify their information → proceed to message/email steps below

5. Check the Messages tab for the system email:

   • “#System – ID could not be verified”
   • Confirm it was sent on the registration date

If the Message WAS Sent

1. Refer the player to the email:
   • Subject: Michigan Lottery Account
2. Instruct them to follow the steps outlined in the email
3. Provide the date the email was sent
4. If email is older than one month:
   • Resend the message using the process below

If the Message WAS NOT Sent

1. Provide the following script:

• “I apologize, but our system was unable to verify your identity. We're not certain why, but we'll evaluate your registration and send you an email shortly. We sincerely appreciate your patience in this matter.”

1. Send the system email manually in NeoSphere:

• Select Email Player
• Choose template: #System – ID could not be verified
• Change sender to Support
• Click Send
• Document in notes that email was sent

1. If email on file is invalid:

• Send the same message using FreshDesk to the player’s preferred email

Additional Information / Tips

• Always confirm whether a verified account already exists before proceeding.
• Ensure the correct email account is selected if multiple unidentified accounts exist.
• The system-generated email contains the required next steps for verification.

Variations / Related Questions Phrased Differently

• “Why can’t I log into my account after registering?”
• “My account isn’t verified—what do I do?”
• “I got an identity verification error—how do I fix it?”
• “Why can’t I complete my registration?”

Common Issues / Troubleshooting

• Issue: Player has multiple accounts

  • Confirm preferred email and assist with correct account

• Issue: Player cannot find verification email

  • Check Messages tab and resend if needed

• Issue: Email not sent by system

  • Manually send template from NeoSphere

• Issue: Invalid email on file

  • Send instructions using alternate email via FreshDesk

• Issue: Player unable to complete verification

  • Follow “ID could not be verified” process and direct them to email instructions