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--- software:membership_validation [2024/06/13 00:35] – smartin015
+++ software:membership_validation [2024/06/13 00:49] (current) – [Membership Validation] smartin015
@@ Line 6: / Line 6: @@
 See [[https://github.com/protohaven/protohaven_api/blob/main/protohaven_api/commands/finances.py|protohaven_api/commands/finances.py]] in the [[https://github.com/protohaven/protohaven_api|protohaven_api GitHub repository]] for more details on the validation process.
+Validation also runs when users sign in via email at the front desk; feedback is also sent to #membership-automation in Discord.
 The following sections describe each validation error in detail, along with steps to remedy the problem.
-====== ...signed in at the front desk but has a non-Active membership status in Neon ======
+===== Sign in ... returned multiple accounts in Neon with same email =====
+When a member signs in at the front desk, the sign-in webapp checks Neon CRM to understand the state of their membership. We use the email address of members as a unique identifier for their sign-in and in various supporting systems.
+However, Neon really enjoys creating accounts - signing up for classes and events can often create duplicate Neon accounts with the same identifying features (first/last name, email address, phone number etc.) These duplicate accounts are *usually* deduplicated automatically, but sometimes they can linger and cause ambiguity in understanding the state of someone's membership or clearances.
+This validation error occurs when multiple accounts in Neon share the same email address, and requires the following steps to fix:
+  - Log in to Neon CRM, and use the top bar to search for the duplicate accounts with the same email address.
+  - Observe which accounts share the email address.
+If the accounts belong to multiple individuals (e.g. a company email shared across employees), we will need more information to deduplicate them:
+  - Reach out to them to explain the situation and ask for unique emails for their accounts.
+  - Once the emails are known, navigate to each account in turn, click Edit on the top right, overwrite their "Email Address 1" field, and click Save on the top right.
+  - Follow up with the members, letting them know to use the updated email addresses to sign in at the front desk.
+If the accounts all belong to the same individual, we can deduplicate them easily:
+  - Click through to any of the accounts in Neon
+  - Click the ellipses "..." on the top right, then Find Duplicate
+  - If no duplicates are found, click "Change Match Criteria" on the top right and tweak it until it finds the duplicate account.
+  - Click "Compare Accounts", then select the destination account to merge into. If you're not sure, pick the account with a lesser ID number
+  - Continue through the guided merge flow until the accounts have been merged.
+===== ...signed in at the front desk but has a non-Active membership status in Neon =====
 When entering Protohaven, all members must sign in via the kiosk at the front desk. When they do so, their Neon account is checked for an active membership. This error indicates that their membership is not currently active.