B2B Manual Unlink and Relink may be needed if members are getting error messages that organizations cannot be linked at sign up, we are not seeing the “free” status on admin after sign-up, or in rare cases when approved for members who previously deleted the account and want to sign up again (very old accounts with truncated program types may cause issues if reopened). Follow the steps on the next slides to unlink and relink B2B accounts from Admin (Vida) accounts.
If Tier 1 Member services agents encounter these errors, they should escalate to Tier 2 for review. If Unlinking and/or Relinking is required, Tier 2 agents can process that using the steps listed below.
Unlink B2B <-> Admin Account
1. Click B2B UUID
2. Click ‘Remove Vida account from eligible record'
Link B2B <-> Admin Account
1. Click B2B UUID
2. Paste Admin UUID
3. Click ‘Save’
4. Note any errors and process as needed
5. If error codes persist, escalate via JIRA escalation process
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