Scenario: An end-user’s account or node was locked with the reason “Locked due to Negative balance” How do we request assistance to Reconcile the Negative Balance?
What information is needed?
- User ID
- Reason for unlocking the User.
How to Request for Unlocking the user:
- First check if the user is locked with the note: “Locked due to Negative balance”
- Provide the Synapse's User id and reason to unlock the account.
- Our CS team will change the permissions on the user's locked account.
- After the permissions have swapped successfully, your team will receive confirmation of completion.
If there are any questions regarding any of the accounts in question, please feel free to file a follow-up inquiry. This allows our QA system to see your initial inquiry as one ticket and your follow-up questions/concerns as a second. We appreciate your cooperation during this as it allows our analytics to show accurately.