Your AccessAlly <your@accessally.com>
Mon 9/21/2020 4:54 PM
To:
  •  Phil Hawkes
Cc:
  •  Darryl deGraaf;
  •  Jordan Moore
Hi Phil,
 
I'm sorry to hear about this issue and I'm glad you reached out.
 
Unfortunately, if the user account is deleted in WordPress, it's not possible to restore the ProgressAlly history without going to a prior site backup point. So, in this case, it likely did lose their progress tracking information and quiz results.

It sounds like the sync from Infusionsoft to AccessAlly/WordPress could have been caused by a mismatched Contact ID. This can happen if the contact was deleted in Infusionsoft and then created again, for example. Corruption through the database is also possible technically, but that's pretty rare.

As a first step, our best recommendation would be to use the Permission update tool under Accessally > Permissions > Update Users.

That will tell you if any of the member's Contact IDs are mismatched with Infusionsoft and give you next steps on how to fix the issue: https://kb.accessally.com/tutorials/what-to-do-if-you-see-the-invalid-contact-id-warning-in-accessally/
 
If the Contact ID is correct, but the data still isn't syncing, in that case it would be best to reach out to us so that we can take a closer look and possibly escalate it to our development team to look into the database to see what might be possible to be restored or to see if there's any other issue with syncing.

In this case, you could possibly log in as the user and re-check the objectives based on any completion tags they might have. Otherwise, it likely won't be possible to regain that information.

Let us know if we can help with anything else!