Issue (symptom, problem, or question)

Coaches will sometimes write in to support, requesting a member's phone number.

Environment

admin

Resolution

First, confirm if the provider doesn't see the phone number in the Key Information -> Contact Information section. If it's missing:

Navigate here https://www.vida.com/admin/
Click on "Teams"
Search for the Team Code and look up the customer. Copy the customer's email address
Navigate back to "Users". Search for the customer using their email address
Under the "Personal Info" section, note the phone number listed.
If there is no phone number, proceed in creating a new ticket and follow up with the customer to verify their phone number.

Response

"Hi [Member],

Your coach reached out to inform us that your phone number is not listed in your account. Could you please provide a phone number for us to update this on the back end of your account?

Please let me know if you have any questions."

Backend Process

Once the member responds with a phone number:

Navigate back to admin, then click on "Users".
Search for the member via their email address.
Under the "Personal Info" section, add the phone number.
Save

Cause (Show your Work)

Not all members onboard with phone numbers.

Articles in this section

Follow up for Coaches requesting Member Info - Phone Number