Scenario: A Taxpayer has created a customer account online and when they log in they are seeing a PIDN record that is not theirs.
This can happen when getting started if you converted values into the ACCOUNT field on the PIDN record. The Customer ACCOUNT number is what links the Customer's Online Account with the PIDN records that are associated with them.
Check the following items:
Locate that Customer table record, Dashboard / Customer. Search for the customer. Click on that Customer to view details. What ACCOUNT value does it have?
On the Customer Detail view, at the bottom, you will see any PIDN records linked to this ACCOUNT.
If you see an incorrect PIDN, click on the PIDN hyperlink and you will drill down to that PIDN. Click EDIT PIDN and remove the value in the ACCOUNT field and that PIDN record will no longer be linked to that Customer Account.
If the above instructions do not solve your issue then contact support and the ticket will be elevated.
Version 5.0 of iGovServices
Last updated on: 12/16/2022
Updated by: CS
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