When clients enroll, many times they use a different billing address for their account, than what's on their credit cards (causing CHS to decline the payment). When this happens, clients are unaware and they give up on troubleshooting the credit monitoring billing, not knowing what's going on.

On our end, it looks like they never completed or attempted to enroll into CHS, because their dashboard still the step is incomplete, no login credentials, etc.

Therefore, when we reach out to the client and tell them they never signed up, they sound confused (as they did sign up). Then we have to ask them for their CHS password, so we can trouble shoot the account. In most cases, by the time we ask them for their password, they've forgotten it and we are unable to create a new CHS account, "because one already exists".

For example: Look at my screenshots. This client dashboard looks like the account is incomplete for CHS. However, when we log into our CHS affiliate portal, we can clearly see they did create an account, BUT the payment failed. Now we have to contact the client and HOPE they remember their password, opposed to use already being logged into their account and can quickly assist them over the phone. Overall, as soon as the client creates a password for CHS, it should be shared with us instantly!