CustomerDot Account Related Problems

Overview

Sometimes customers have trouble accessing their account. CustomersDot email and password log in has been deprecated. Customers can instead follow these steps to log in using a one-time sign-in link.

1. Customer cannot sign in even after password reset

This could be because the password reset email was requested from https://gitlab.com/users/password/new. We can confirm this by searching through the mailgun log. To locate the password reset email:

1. Log in to Mailgun using your account
2. On the left panel, expand Sending and go to Logs
3. On the top left, click the Domain dropdown and choose mg.gitlab.com domain to confirm that the password reset email was requested on GitLab.com.
4. If the customer is unable to log in using their GitLab.com account, request them to log in using a one-time sign-in link.

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:

1. Sign into CustomerDot with your admin account
2. Find the customer account
3. Click on the i icon on the customer account or Show if you’re already viewing the account
4. The confirmation is shown in Confirmed at field
5. If the customer has not confirmed their email/account, we can resend the confirmation email using this form and get back to the customer.

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 used for their GitLab subscription.

4. Unlinked CustomersDot account

Let’s say a Customer X has an existing Customers Portal account with their email customerX@example.com either because:

• They had a legacy Customers Portal account that was manually created before GitLab SSO was enforced
• Or their account was created as part of a sales assisted purchase

🔧 Customer X needs to log in to their Customers Portal account using a one-time sign-in link sent to their email and link their GitLab account

5. Unlinked CustomersDot account for purchases via Sales

Let’s say a Customer Y purchases a subscription through Sales. Their signed Order Form has the Sold To contact’s email as customerY@example.com. Once the Quote is processed, Zuora’s callout service triggers an account creation on Customers Portal. This service uses the Sold To contact’s details to create the account.

For various reasons, the created Customers Portal account is not linked to a GitLab account. For example:

• The subscription has not yet been applied to a group.
• Support used CustomersDot Support Admin Tools force associate workaround to bypass the need to have a linked GitLab account to apply a subscription and the customer never linked their GitLab account.

🔧 Customer Y needs to log in to their Customers Portal account using a one-time sign-in link sent to their email and link their GitLab account.

6. Linked accounts have different emails

Let’s say a Customer Z has an existing Customers Portal account (customerZ@example.com) either from an existing purchase or by creating a new account. And this Customers Portal account has been linked to a GitLab account (check the GitLab Groups tab) whose email is gitlabZ@example.com. This could be someone else’s GitLab account or Customer Z might have multiple GitLab accounts or multiple emails in their GitLab account.

🔧 Customer Z needs to log in to their Customers Portal account and either:

• Change the linked GitLab account to the GitLab account with email customerZ@example.com
• Or update the email in their Customers Portal account to match the email in the linked GitLab account, which is gitlabZ@example.com.

Because we try to keep the CustomersDot account email with GitLab account email have a one-to-one mapping, consider offering the addition of multiple CustomersDot accounts to the customer’s billing account.

In this case, we can recommend the following steps:

1. Unlink the GitLab account whose email is gitlabZ@example.com from the CustomersDot account whose email is customerZ@example.com.
2. The customer should then create a CustomersDot account using the GitLab account whose email is gitlabZ@example.com.
3. We add the new CustomersDot account whose email is gitlabZ@example.com to the billing account.
4. Additionally, the customer can also create a GitLab account with the email customerZ@example.com then link it to the CustomersDot account whose email is customerZ@example.com.

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