1. Customer must fill out AIQ Account Recovery Form
The AIQ Account Recovery Form is the only approved method for restoring a customer account.
Have the customer complete the form themselves, providing:
Their email
Their phone number
The company/retailer name associated with the account
For privacy and compliance reasons, only the customer may initiate an account recovery request. Forms submitted by anyone else (including staff) cannot be processed and may violate privacy laws.
2. What Happens After Submission
Once the customer submits the form:
AIQ verifies the request to ensure ownership and compliance.
The account is restored, including removal from the Internal Archive List.
Loyalty point history is automatically reinstated, when applicable.
The customer will receive a confirmation email once the restoration is complete.
Submissions depending on weekend or weekday submission can take 3-5 days to be completed.
3. Verifying Restoration & Points
After you receive confirmation:
Open the customer’s profile in AIQ.
Confirm the account details are correct.
Check the points balance to ensure prior points were restored.
If points appear incorrect or accrual rules did not apply, contact AIQ Support.
4. If Issues Persist
If the customer still can’t be found, points appear inaccurate, or something feels off:
Double-check any search methods used (email, phone, ID).
Gather the customer’s known details.
Contact AIQ Support via the Live Chat Widget and include all relevant information.