CustomerDot Account Related Problems
Overview
Sometime customers would have trouble accessing their account. This page would help you troubleshoot the problem.
Customer cannot sign in even after password reset
This could be due to the following reasons:
1. Password reset email was requested from https://gitlab.com
It’s possible that customer request password reset email from https://gitlab.com/users/password/new. We can confirm this by searching through the mailgun log. To locate the password reset email:
- You can find the mailgun log in credential in 1password for support team.
- On the left panel, expand
Sending
and go toLogs
- On the top left, click the
Domain
dropdown and choosecustomers.gitlab.com
and enter the customer email to search for recent email. You can also search inmg.gitlab.com
domain to confirm whether the password reset email was requested on GitLab.com or on customers.gitlab.com - If no password reset was sent, we can issue a password reset email or ask the customer to request a password reset email from https://customers.gitlab.com/customers/password/new
2. The CustomersDot account has not been confirmed
When the account is not confirmed, the customer cannot log in. To view whether an account is confirmed:
- Sign into CustomerDot with your admin account
- Find the customer account
- Click on the
i
icon on the customer account orShow
if you’re already viewing the account - The confirmation is shown in
Confirmed at
field
3. The customer is trying to sign in using another email address
Situations may arise where a customer has used a different email address for their customers portal account and their GitLab.com account. It may also be possible that a customer has signed up more than once using different email addresses (e.g. firstname_lastname@organization.com
and firstname.lastname@organization.com
). In scenarios such as these, please explain the differences to the customer, and clarify which email address they have have used for their GitLab subscription.
4. The customer hasn’t confirmed their email address
If the customer has not confirmed their email, we can resend the confirmation email using this form and get back to the customer.
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