# 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.

<figure><img src="/files/jcVhcFrib5RhmqF3Wljs" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/6Edv2vN3pFeLt9kfXXEP" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/JHpKJvGMjiG6jcBrkV8W" alt=""><figcaption></figcaption></figure>

**Resolution Steps:**

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

   <figure><img src="/files/dOskhzH2qsCRx4bQp5ct" alt=""><figcaption></figcaption></figure>
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.](/support/troubleshooting/change-the-limio-owner-and-transfer-ownership.md). This process ensures the consolidation of objects into a single account, rectifying the issue of incomplete sets of IDs and subscription-related objects.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.limio.com/support/troubleshooting/no-external-id-crm-id-issue.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.