Locate Account

To locate an account in Icepak, use the search bar and enter one of the following:

• Email address
  • Check for any other email addresses that may have been used
• Full name
• First name
• Last name
• Last 4 of the card on file
• Last name + last 4 of the card on file
• Phone number
• Full address (physical address or billing address)
• Partial address
• How does the charge appear?
  • e.g. Sling, Amazon Sling Amazon Digital, etc

The account may not be one of the first few emails listed. Be sure to look carefully through the results that come up. 

You can also search by adding an asterisk (*) at the beginning and/or the end of the searched term. The (*) tells the search to look for a partial match (e.g. *SearchCriteria*).

• Example: If the customer's email address is SlingEmail2016@Gmail.com, you could do a partial search using SlingEmail*

If the account cannot be located in Icepak, use the same search criteria in Knowledge. If the account is found in Knowledge use the "Go To Icepak" link to load the account in Icepak.

Customers who are partner billed may need to reach out to their billing partner for more information on their account. See Partner Billed section below.

Do not escalate to support staff without first using the search terms provided above. If none of the search criteria above have worked to locate the customer's account reach out to your support staff.

Always provide all of the following information in your message (ask customer for these details):

• The exact transaction amount, including cents
• Transaction date - the date a customer sees a transaction on their bank statement
• First 6 numbers of the card on file
• Last 4 numbers of the card on file
• Name(s) the account could have been created under
• Possible email address(es) the account could have been created with