Lost Email Account
Overview
This workflow covers cases when a user requests that their email address be changed, for example due to having lost access to all email addresses on their account and being asked to perform Account email verification in order to access their account.
Stage 0: Ticket Triage
Ensure the ticket has the correct:
- Form
SaaS Account - Category, such as
Cannot access account - Subcategory, such as
Need to change my username/email - Impacted email address
Stage 1: Process
As the user has reportedly lost access to the email address associated with their GitLab.com account, they have likely raised the ticket using an alternate email address. As with all account activities, you should be particularly mindful of this and take care to not share any information related to the account which is not publicly available, or where applicable, account verification has not been successfully completed.
The actions support can take on accounts are different for free users and paid users. To confirm the user’s tier status, search for the user using the User Lookup GitLab Super App in Zendesk to confirm the user’s group memberships, if the user is not a member of any premium group they are considered a free user.
Paid user
Refer to Making Changes and Taking Actions on a user’s behalf for the options available to paid users.
Free user
We are unable to take any action for free users who have lost access to all email addresses on their GitLab.com account. Apply the Zendesk macro Support::SaaS::GitLab.com::Email::Free user verification code and submit the ticket as Solved. Note that the support ticket will be closed after applying the macro, removing any opportunity for further response from the user, do not use the macro if you believe further dialogue is needed.
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