During the account request process you are directed straight to the FAVOR system to do the request. The FAVOR ID that gets created from that is handed back to Userbase so it can track the 593 status. However, I thought the FAVOR request happens right after the identity information gathering and before the account request so the fact that he actually got an account request, confuses me. That's why I'd like to hear from the user what happened. From: Kenneth Raffenetti <[email protected]<mailto:[email protected]>> Date: Wednesday, October 29, 2014 at 10:51 AM To: Ti Leggett <[email protected]<mailto:[email protected]>>, "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Subject: Re: JLSE account for Adrian Castello My recollection of the process might be wrong, but is it also possible that the information was successfully collected but an admin did not enter it into FAVOR yet? I.e. a link to the visitor info page for the user is sitting in someone's inbox? The user selected me as a sponsor, so maybe the fact that I haven't seen anything is evidence that it didn't go through. Ken On 10/29/2014 10:46 AM, Leggett, Torrance I. wrote: There is no log in UB or FAVOR that the user ever completed a 593 request. From: Kenneth Raffenetti <[email protected]<mailto:[email protected]> <mailto:[email protected]>> Date: Wednesday, October 29, 2014 at 10:43 AM To: Ti Leggett <[email protected]<mailto:[email protected]> <mailto:[email protected]>>, "[email protected]<mailto:[email protected]> <mailto:[email protected]>" <[email protected]<mailto:[email protected]> <mailto:[email protected]>> Subject: Re: JLSE account for Adrian Castello Okay, I can ask the user directly. For future requests, is there a way to determine this from checking logs or status information from the visitor registration system? Ken On 10/29/2014 10:39 AM, Leggett, Torrance I. wrote: First step is find out from the user what they did to request an account and if they a) were asked for 593 information and b) if they filled that out. If (a) is true and (b) is false, then yes, we need to get rid of all the failed accounts and purge the identity and then have him request again. From: Kenneth Raffenetti <[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>> Date: Wednesday, October 29, 2014 at 10:32 AM To: Ti Leggett <[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>>, "[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>" <[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>> Subject: Re: JLSE account for Adrian Castello It's possible he did not. It looks like there were actually 2 attempts to get through the request form, so there was definitely a problem. If there is still no information in the system, how do we proceed? Purge the info in userbase and have him try again? Ken On 10/29/2014 10:27 AM, Leggett, Torrance I. wrote: That use has no 593. Did he actually complete the 593 request form at account request? From: Kenneth Raffenetti <[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>> Date: Wednesday, October 29, 2014 at 10:06 AM To: "[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>" <[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>> Cc: Ti Leggett <[email protected]<mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]> <mailto:[email protected]>> Subject: JLSE account for Adrian Castello Hi folks, Can we figure out what the status of the this account is? It appears to be hung up on 593 processing. Did an email get kicked out to someone to process this users 593? Was the information maybe not collected successfully due to user error? Ken