FAQs

These are frequently asked questions by clients and internal employees.

Ascent360 FAQs


Data Ingestion

Can Ascent360 pull customer information from a credit card at point-of-sale?

No. It is not currently possible to pull customer information from a credit card at point-of-sale. Although there are some vendors and website that suggest that they are able to do this, none of the reputable Point of Sale vendors are selling this service.


Does Ascent360 store credit card information in the database?

Ascent360 will not store unsecured credit card information in the database. However, Ascent360 can store an encrypted version of a credit card such as a token or a seeded and hashed credit card. The encrypted version of the credit card can be very useful for matching.


Does Ascent360 share data across clients? 

No. Ascent360 does not share data across client databases without express written permission from the client. For more information, view Ascent360's Privacy Policy


Portal Usage

How do I reset my Ascent360 Portal Account Password? 

On the Portal Login page, select "Forgot Password?" and enter the email address associated with your Ascent360 account. You will receive an email with instructions for resetting your password. 

Full Instructions: How to Reset Your Password


What time zone does the Ascent360 CDP display? 

The Ascent360 CDP (Marketing Platform) displays all times in Mountain Time (MDT/MST) regardless of what time zone the end user is on. Therefore any export time or email send time is scheduled and displayed in Mountain Time.

The Mountain Time zone is an area 7 hours behind Greenwich Mean Time (GMT-7) during the winter months (referred to as MST - Mountain Standard Time) and 6 hours behind Greenwich Mean Time (GMT-6) during the summer months (referred to as MDT - Mountain Daylight Time).


How do I request an Ascent360 Portal account for a new user?

User account creation can be requested via the Ascent360 Help Desk or by emailing support@ascent360.com

Please indicate your organization name and the new user's:

  • Email Address
  • First and Last name
  • Start Date / Desired Access Date
  • Any pages that should be restricted for the user

How do I disable a user account? 

Disabling access to the Ascent360 CDP (or any other platform available via Ascent360) is accomplished by the Ascent360 team. Please contact the Ascent360 Help Desk or email support@ascent360.com

Please provide the following information:

  • Your organization's name(s)
  • The email address, first and last name of the user account to disable
  • The date by which the user needs removed/disabled

How to Reset Your Password

How to Reset Your Ascent360 Password

Resetting a forgotten password can be done by following these steps.

  1. On the login screen, select Forgot Password?
  2. Enter your email address, click submit.
  3. Check your inbox for an email from Ascent360 Support
  4. Click on the Reset Password button in the email or copy the URL into your browser. This link will expire after 1 hour.
  5. Complete the password reset by entering your email, new password and confirming your password.
  6. You will be redirected to a confirmation page. Click on Login to return to the login page.
  7. Login to your account using your new password.

What is an "Individual" in Ascent360?

When customer records are loaded into the database, Ascent360 employs a thorough sanitization, matching, and de-duplication process to determine a “Golden Record” for each individual. This article will help you understand which records Ascent360 will incorporate into the database and which records it will not.

Each individual in the Ascent360 database is assigned a unique individual ID, called the Ascent360ID. An individual is defined by come combination of the following fields:

  • First Name
  • Last Name
  • Address
  • City
  • State
  • Postal Code
  • Email Address
  • Phone
  • Cell Phone
  • Company Name

Most customer records that are loaded to the database will be missing many of the above fields. In general, a customer record will be loaded to the database if it is contactable in some form and includes data that can be used for marketing purposes. Review the list below for use cases, examples, and exceptions.  

  1. A record with a First Name or Last Name only will be skipped.  
    • Example: An incoming transaction record is attributed to “John Smith” in the source system. This customer record (and its associated transaction information) will be skipped because Ascent360 will not be able to reliably match this record to another at some point in the future. Even if another “John Smith” with a full email comes in, we cannot safely match the first record to subsequent records.
  2. Ascent360 will load records that only consist of an email address.
    • Example: An incoming customer record has an email address “jsmith@ascent360.com” – this record will be loaded to the database. If another record with the name “John Smith” and the same email comes through at a later point, Ascent360 will match and consolidate these records based on the shared data point
  3. Ascent360 will skip over records that only consist of postal data. 
  4. By default, Ascent360 will not load records that only consist of phone data. 
  5. There are about 150 combinations of contact information that result in Ascent360 creating an individual in the database.
  6. Two individuals can have the same email address, the same phone number or the same physical address.

Below is an example of two distinct individuals in the database that share the same email address, postal address, and phone number. Two common explanations for distinct individuals sharing data are: 

  1. Family members or roommates share a postal address
  2. Parents may use their personal email address to sign their child up for activities (such as a ski lesson). The child may be in the database as a separate individual with the same email address as the parent (child records with a known age under 16 years old will be automatically unsubscribed).
Ascent360 IDNameAddressEmailPhone
12345672Susan Johnson123 Main Street, Golden Coloradosjohnson@ascent360.com303-555-1212
54321543Ted Johnson123 Main Street, Golden Coloradosjohnson@ascent360.com303-555-1212


Below is an example of a few individuals with different amounts of information:

TypeAscent360 IDNameAddressEmailPhone
Email Only12345672

sjohnson@ascent360.com
Name + Phone54321543Bob Simpson

303-555-1212
Name + Address543958382Tom Johnson456 Elm Street, Denver CO 84834

Phone Only



805-555-1212
Email + Zip

91362ttoms@ascent3


The sanitation and matching process from your source system to the Ascent360 database inevitably includes some amount of “loss” that can be attributed to the overall data quality and capture of your source system. We encourage you to regularly revisit your data collection practices to ensure that your source system data upstream is successfully finding its way to Ascent360 downstream.  

For additional questions, please contact support at support@ascent360.com


What is the difference between an individual, customer and a prospect in Ascent360?

The Ascent360 CDP has three different concepts.  These are:

  1. An Individual:  An individual is a unique person in our database after all the matching and duplication.  This is 
  2. A Customer: A customer is any individual (unique person) in the database that has made a financial purchase.  So, everyone in the database who has made a purchase is considered to be an Customer.  However, for all of our clients, purchases can occur without us knowing about them.  For example an John Smith can walk into a retail store, buy a product for $150 and walk out without ever telling 
  3. A Prospect:  A prospect is an individual (unique person) who has not made a purchase but is in the database.  Typically prospects will come from sources such as an Email Sign up form or a Facebook contest.  Prospects have not yet made a purchase, however once they do make a purchase, we will change the "Customer Status" of that individual.

Where do we store this information in the Ascent360 CDP?  Ascent360 has a field called "Customer Status" which will contain the values of "Customer" or "Prospect".  Everyone in the CDP is an individual and will have a unique Ascent360ID.

To get an in-depth understanding of how Ascent360 defines an "Individual" please see this article.


How does Ascent360 define email permission for contacts under CASL?

Email contacts that are known Canadians will be processed under CASL rules. Canadians are identified if they have a known address in Canadian territory or if they have a “.ca” email address.

Here's how their email permission is determined:

  • If they have explicitly subscribed or unsubscribed, we consider this a “hard” email permission and the subscriber will stay with that email permission status unless they change it. 
  • If they have never explicitly subscribed or unsubscribed, we consider this a “soft” email permission. If they have made a purchase within the last 23 months, we consider them contactable, or a “soft” yes because there is an implied business relationship because of the financial transaction. This allows them to be contacted by email for up to two years after that point.
  • If their last financial purchase was more than 23 months ago, they are no longer considered contactable and we treat them as a “soft” unsubscribe.
  • Similarly, if a soft opt-in or opt-out explicitly unsubscribes or subscribes, their subscription settings change to a hard no or hard yes.

Last Financial Purchase Date

Current Email Permission

Hard No

Hard Yes

Soft Yes

Soft No

23+ months ago

Not contactable

Contactable

Becomes Soft No and not contactable

Not contactable

Less than 23 months ago

Not contactable

Contactable

Contactable

Becomes Soft Yes and contactable


Please note:

If any transaction data, specifically around a financial purchase date, was not being sent to Ascent360 correctly, that would impact the customer’s email permission for any contacts being processed under CASL rules. Because of this, a lack of transaction data would show more people as 'soft' unsubscribes than those that are.