Most of the time, ID card error handling falls in to two categories:
A members ID card has not arrived
On occasions, a card may not arrive with the member as expected.
This could be for a number of reasons, including inaccurate address details, processing issues (ie, the card was never sent) or the delivery service we use (Royal Mail) has not delivered the card correctly.
If a member contacts you asking where their card is, we recommend you follow these troubleshooting steps in order:
Was the card purchased less than 14 days ago?
First check to see how long ago the card was purchased. We aim to deliver within 14 days of the purchase so if the card was purchased less than 14 days ago, please advise the member to wait until 14 days is up and then get back in touch if the card still hasn't arrived.
Has it been issued?
Next check the Membership ID card report. You will need to filter the report to the date that the card was purchased. Once the card has been located, check to see if the card status has been updated to 'Issued'.
If it the status shows as issued, go to step 5.
Has it been activated?
If the card has not been issued, check to see if the activate button is visible. If it is, the card has not been activated correctly and therefore not issued to the member yet. Please click the Activate button and select the appropriate membership for the card.
If you are unable to activate the card due to an issue with either their address or their photo, please update the members profile first before trying to activate again.
Once activated, the card should be added to the queue automatically.
Has it been approved?
If the card is still not in the processing queue, check to see if the 'Approve' button is visible. If the button is visible and you are happy for the card to be processed, click approve. The card will then be added to the processing queue.
Please note approval is only needed if you have configured your ID card settings to manually approve ID cards.
Is the address correct?
If the card is marked as issued, go to the members profile and double check that the address they have provided is correct.
Update the address if relevant.
Re-issue the card
Once you have confirmed that the card has been issued and the members address is 100% accurate, you will need to reissue the card.
You can reissue a card via the Membership ID card report. You will need to filter the report to the date that the card was purchased.
Once the card has been located, click on the button labelled 'Reissue'.
The members card will now go in to the processing queue to be sent to the member and should arrive within 14 days.
If you've tried all of these steps and the member still does not receive their card, it may be worth sending the card to an alternative address.
The information printed on the card is not correct
If a member contacts you advising that the information printed on their card is incorrect, we recommend you follow these steps depending on what information is inaccurate:
Are the members details up to date?
If the members details, including photo, name or membership number are incorrectly printed on the card, go to their profile and make sure they are correct.
When the profile is accurate, reissue the card.
You can reissue a card via the Membership ID card report. You will need to filter the report to the date that the card was originally purchased.
Once the card has been located, click on the button labelled 'Reissue'.
The members card will now go in to the processing queue to be sent to the member and should arrive within 14 days.
Are the membership details printed incorrectly?
If the membership details have been printed incorrectly, then it means that the card has most likely been activated against the wrong membership.
Make sure the membership on the members profile is accurate first.
Then follow the process to reissue a new card for the member. You can find guidance on how to do this via this article.