No External ID (CRM ID) Issue

Scenario Diagnosis:

• Upon purchasing a subscription, users may encounter issues accessing their subscription details due to the creation of duplicate accounts.

• One account may contain subscription information but lacks an external ID, while the other account possesses the external ID but lacks subscription data.

• The root cause is attributed to the Limio session expiring, i.e. the user registers or logs in, 'sits’ there for some time (over the session time limit) and subsequently purchases a subscription as a ‘guest’, resulting in the order being processed without an external ID (empty crmId flag), which should be included in the payload to Zuora.

Confirmation Steps:

An account with no crm ID is not always due to this scenario. To confirm it is, follow these steps:

1. Access the Limio UI and navigate to the subscriptions tab, enter the subscription name in the search bar.

1. Click on the email address under the Owner label to review associated objects.

1. If the external id is missing, the scenario matches.

   

Resolution Steps:

1. Identify the affected subscription by following the above steps and noting the account ID.

   
2. Retrieve the external ID (outside of Limio), using the user's email.

3. Utilize Postman or a similar tool to fetch the Limio account ID using the external ID with the Limio Identities API. Example API endpoint: https://{{domain}}/api/objects/limio/identities/name/{{external-Id}}

4. Extract the account ID from the returned JSON under the "owner" key.

5. Now, with both account IDs, proceed to consolidate the accounts using the change_ownership API to transfer all objects into one account.. This process ensures the consolidation of objects into a single account, rectifying the issue of incomplete sets of IDs and subscription-related objects.