General inquiries come to the info@scrabbleplayers.org email address, and many can be handled in a routine manner as described below on this page.
This is a ''living document''; the contents are updated as procedures are refined and developed.
== General guidelines ==
When responding to info@ email, always be sure to Cc: the info@ address, so that the other responders will know that the issue has been addressed. Likewise, before responding, always check to make sure that no one else has claimed the issue.
All email should receive at least an initial reply within 24 hours of receipt.
When interacting with members, keep in mind that their
work politely within their limitations.
This == Procedures == Here is a ''living document''; the contents are updated as list of currently documented procedures are refined and developed.
=== Cannot log in ===
# If a member does not have their ID or password, see the Lost [[NASPA ID]] or Lost NASPA Password section.
#: Follow the Lost NASPA Password procedure.
=== Cannot make payment ===
# If the inquirer is trying to make an online credit payment, use the CyberSource website to determine why by clicking on Transaction Search, finding their transaction and then the error message and subprocedure below.
#: The payment form asks for two lines of street address (the second may be blank), and then one line giving the city, state and “postal code”. People get confused and enter their city as the second line of the street address, and the state as the city. Or they enter a non-standard abbreviation for their state or province, like “Ont” for “ON” or “Tex” for “TX”. See if they are willing to enter the information correctly; if not then follow the [[Account procedures#Accept a credit card payment|procedure]] to accept a credit card payment by phone.
=== Lost NASPA ID ===
# If the inquirer says that they do not know their NASPA ID, first see if you can find it.
# At this point, you have found the player in the database, and their NASPA ID. Email it to them, explain that they can find it in future in the public membership database at http://www.scrabbleplayers.org/cgi-bin/members.pl and finish.
=== Lost NASPA Password ===
# If the member does not know their NASPA ID, follow the Lost NASPA ID procedure first.
#:Explain that we provide some member-only services in exchange for a membership fee, and the only way to ensure that those services are accessible only to members is password protection.
=== Profile photo updates ===
Profile photos are also used to respond to media requests,