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--- software:membership_validation [2024/06/13 00:35] – [...signed in at the front desk but has a non-Active membership status in Neon] 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.
+===== 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 =====