Customer accounts checklist
Confirm participant sign-in and contact sync work end to end before a campaign depends on them.
1 min read
Verify these before a campaign relies on recognising participants. An identity problem does not degrade gracefully — it blocks people at the door.
Test being recognised
- A known customer signs in inside an experience and is recognised.
- They return later and are still recognised, without signing in again.
- A brand-new person can still take part — confirm what happens when they are not in your system yet.
- Sign-in works on a phone, which is where most participants are.
Test being passed in directly
If you use fci from a kiosk, an app, or a personalised link:
- A valid identifier opens the experience as that person, with no sign-in screen.
- An invalid identifier produces a clear message, not a dead screen. Test this deliberately — it is the case staff will be asked about.
- The message wording makes sense in the place 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 rather than creating a duplicate.
- The opt-in the participant gave is what arrives, not a default.
- Rerun the same event and confirm your receiver does not write it twice.
Where to send a problem
| What is happening | Who to contact first |
|---|---|
| A known customer is not 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 needs to match on a stable identifier |
| Contacts do not 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 OmniLab Studio |