Customer accounts checklist
Confirm participant sign-in and contact sync work end to end before a campaign depends on them.
1 min read
An identity problem doesn't degrade gracefully: it stops people at the door. Run these tests on a staging campaign first.
Test signing in
- A known customer signs in inside an experience and is recognised.
- They come back later and are still recognised, without signing in again.
- A brand-new person can still take part. Check what happens when they aren't in your system yet.
- Sign-in works on a phone, which is where most participants are.
Test passing a customer in
If you use fci from a kiosk, an app or a personalised link:
- A valid identifier opens your customer-account sign-in, or, with a recognition integration, opens the experience as that person with no sign-in screen.
- An invalid identifier shows a clear message, not a dead screen. Test it on purpose: it's the case staff get asked about.
- The message makes sense where it appears. "Contact support" is useless on an in-store kiosk.
Test the data coming back
- A test participation reaches your CRM or CDP.
- It matches the existing contact instead of creating a duplicate.
- The opt-in the participant gave is what arrives, not a default.
- Replay the same event and check your receiver doesn't write it twice.
Where to send a problem
| What's happening | Contact first |
|---|---|
| A known customer isn't recognised | Your identity team: check the identifier matches |
| Everyone is blocked at sign-in | Your identity team, then OmniLab support |
| Contacts arrive duplicated | Your team: the receiver must match on a stable identifier |
| Contacts don't arrive at all | Your team: check the receiver is reachable and the subscription is active |
| Opt-in is wrong on arriving contacts | Your marketing team, in Studio |