When a customer is on the "Inactive customers" list, with the status: "onboarding started" means that they have started creating their OkiOki account, but have not reached the end of the onboarding flow (the OkiOki dashboard).
The most common reasons why they cannot continue are:
- the customer needs to link the bank account, but does not have the card or card reader at hand, or the account is not yet active;
- the customer wants to connect a mailbox, but that doesn't work (e.g. they don't have the IMAP server details at hand);
In the "onboarding started" status, they have already created their username and password. So if they want to continue, they must log in via: https://www.okioki.app and pick up the process there (this happens automatically).