What if I can't find a user in our system?
This can be tricky sometimes, so you'll first want to make sure you've exhausted all of your options.
The first, most obvious pieces of information to try would be the E-mail address they used for writing into our help desk and the last name that appears in the ticket.
Beyond this, you'll likely find one of the following scenarios.

1. The user has only created an affiliate account, and not a user account. Try checking to see if they've created an affiliate account by doing an affiliate search with their E-mail address or last name.
2. They started to create account but didn't complete the full sign up process. In this case, they don't have an account yet (they'll need to start from the beginning).
3. The user is writing in from a completely different name and/or E-mail address. If this is the case, you can check the body of their ticket to see if there's a signature including a different name. If so, try searching for this name to see if perhaps you can find an account they may be referencing.

If you've exhausted all of these options... your next step is to simply respond letting them know you're having difficulties finding the account in reference.
You can ask them to provide to provide the following information to help search.

1. The last four digits of the credit card used in the sign up process
2. The E-mail address they may have used in signing up
3. Their username (if they can remember it)
4. Their IP address (by going to http://whatismyip.com)

If you still can't find an account after verifying the above information… it's safe to say they don't have one and may be confusing us with another service like Clickfunnels or Clickbank (this does happen!)