1. Shopper must fill out AIQ Account Recovery Form
For privacy and compliance reasons, only the shopper may initiate an account recovery request. Forms submitted by anyone else (including staff) cannot be processed and may violate privacy laws.
The AIQ Account Recovery Form is the only approved method for restoring a shopper account. Account Recovery submissions now flow through our Chat Widget.
The shopper will need to navigate to aiq.com and select the widget on the bottom right of the screen:
Next, the shopper will need to select the button for "Account Recovery":
A confirmation will appear confirming the legal permission being provided by the shopper themselves to AIQ to recover their personal information:
Once the shopper selects "Yes," an option to "Create ticket" will be presented. And the shopper will need to click on that option:
The shopper will need to input their return email at the top of the submission, and then fill in the required fields before clicking "Create Ticket" at the bottom. The required fields required are below:
Their First Name
Their Last Name
Their Phone Number
Their Email address
The company/retailer name associated with the account
Lastly, a confirmation screen will load next with their ticket number info advising we will notify them once their submission has an update
2. What Happens After Submission
Once the shopper 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 shopper 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. Profiles on the blocklist are not deleted but are restricted from being active or visible in the system. After submission, the profile will be reinstated during the next system update cycle, ensuring synchronization and visibility.
3. Verifying Restoration & Points
After you receive confirmation:
Open the shopper’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 shopper still can’t be found, points appear inaccurate, or something feels off:
Double-check any search methods used (email, phone, ID).
Gather the shopper’s known details.
Contact AIQ Support via the Live Chat Widget and include all relevant information.
Need Help?
If you need help managing personas reach out to AIQ Support through the chat widget in your dashboard.