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Subscription Form Unknown User Error

Question

When submitting a  WhatCounts subscription form, why is the following error displayed:

"Unknown User We were unable to locate an entry for you in our database and, therefore, were not able to complete your request. In case it's a result of a technical problem on our side, we've generated and sent a message to our customer support team. Thank you and please accept our apologies if this caused you any inconvenience."

Answer

An Unknown User error may occur for any of the following reasons:

  • Email address was not entered before the form was submitted
  • Email field is missing from the form
  • Email field is using the incorrect form field name

To resolve the issue, verify the Email field exists and is in the following format:

<input type="text" id="email" name="email" size="25" />

Although the 'type' and 'size' items in the input can be adjusted, the name of the field input must be "email" in all lower case letters.  If all upper case or title case is used, the system will not understand the input and an "Unknown User" error will be displayed.

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