Unable to Find Account

Troubleshooting: Account Not Found

If a customer reports that the EyeOnWater cannot locate their account, follow these steps:

1. Verify Account Number – Ensure the customer is entering their account number exactly as it appears in BEACON. This includes all special characters (hyphens, ampersands, plus signs, decimal points).
2. Verify ZIP/Postal Code – Confirm that the ZIP or postal code entered matches the one shown on the Monitor page card in BEACON.
3. Use the Billing ZIP/Postal Code – If the customer is still unable to proceed, suggest entering the ZIP or postal code associated with their billing address.

If none of these steps resolve the issue, escalate according to your support guidelines.