Information to have available for troubleshooting
AIQ Account UID: 4 digit number tied to your AIQ account
Campaign/Discount/Audience/etc. ID(s)
Persona PII: name, email, phone
Receipt IDs from your POS or ECOM provider
Screenshots or detailed descriptions (including examples) of the issue you are experiencing
Error information: the specific error message you are seeing and on what page
Examples: sharing specific examples of merchants experiencing the challenge you are sharing can help gain the necessary information for a resolution
Troubleshooting integration errors (POS, Ecommerce, etc.)
Start with the integration partner the error message is coming up with
The POS/ECOM provider may be experiencing trouble that can only be resolved by your service provider
If the error they are providing is because of AIQ, please ask for specific details to allow our support agents and engineers to troubleshoot
The more descriptive the error information we receive, the quicker the challenge will be resolved
Share your feedback and experience
After every support interaction, you may receive a post-conversation CSAT prompt asking whether your issue was resolved — this only appears after your chat conversation is closed.
Feedback is a gift. Sharing whether your challenge was resolved — and any additional context — helps us continue improving the support experience.