Sarah

[..]

> The problem seems to be people assuming they have an account (I have no 
> idea why), and complaining when the system tells them that no account 

Have you considered whether the use of the word "account" is confusing? If I have a bank account and I go to the internet banking website, am prompted to enter my account details and then told that I have no account then I may be a little confused.

> was found for them. Even though the "no account found" message also says 
> that they can enter as a guest and points them to the big "Enter" 
> button, they either don't read this or choose to ignore and send me an 
> email telling me there's a problem with the system.

I find this behaviour logical. If I believe I have an account with a certain bank and am told by the cashier that she can't find my account details, I would not simply shrug and open another account. I would tell the cashier that there is a problem, and ask them to investigate further - the equivalent of the user emailing you. Have you thought of replacing the "no account found" message with a mini FAQ or troubleshooting wizard?

> I think my next plan of attack is to ask the client if they know why 
> users keep assuming they have an account. If this doesn't help, I'm out 
> of ideas again.

Why not ask the users why they think they have an account - they probably have more idea than the client.

Regards

Chris Marsh

"Cthulhu for President. Why vote for a lesser evil?" --Cthulhu.org
