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How To Resolve the “Some users have invalid contact ID” Warning

There is a common “error” message that can appear in the dashboard of your AccessAlly site that reads:

AccessAlly: Some users have invalid contact ID. Please update through Permission Settings.

This is not a serious issue, and can be remedied using the steps outlined in this article.

Why This Error Message Appears

The “Invalid Contact ID” error is usually caused by contacts that exist in your membership site but do not have a corresponding contact in your CRM.

If you click on the link in the error message, you will be taken to AccessAlly > Permissions > Update Users. The interface will look similar to this:

How to Resolve Contact ID Errors

In AccessAlly > Permissions > Update Users, you will see a list of users, along with an explanation of what the issue is.

Example Issue 1:

In this example, the Contact ID cannot be found. This was caused because the admin deleted the user from the CRM system, so the Contact ID no longer exists.

Example Issue 2:

In this example, two different users share the same Contact ID. This was caused by a manual error on the part of the site admin.

Admin Action Required!

At this point, you’ll have to determine what actions need to be taken to resolve the issue. If you intentionally deleted the user from the CRM system, for example, you may wish to simply click on the “Delete” button next to the user with the error. This will delete the user from your membership site entirely, so they can no longer log in and access content.

In a more complex scenario, you might have deleted the user from the CRM by accident and re-added them (in the process, the CRM would assign them a new contact ID). In this case, you could use the “Go to Profile” button to manually assign the new contact ID to the site user.

In all cases, please be cautious before deleting a user and make sure that you absolutely want to perform this action. (You can always re-create a user, but all of their site history and statistics will be lost).

When you’re done resolving each of the issues, click on the yellow START UPDATE button.

If you’ve successfully resolved the issues, you’ll see the warning sign disappear.

When to Contact AccessAlly Tech Support

In most cases, the Invalid Contact ID errors are easily resolved with a few steps. However, if you come across dozens (or hundreds) of errors with no apparent resolution available, please reach out to support, as this can indicate a more serious issue with your site’s setup and CRM integration.

Updated on October 30, 2020

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