CustomerDot Account Related Problems

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2. CustomerDot Account Related Problems

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• Overview
  • Customer cannot sign in even after password reset
    • 1. The subscription was purchased through reseller
    • 2. Password reset email was requested from https://gitlab.com
    • 3. The CustomersDot account has not been confirmed
    • 4. The customer is trying to sign in using another email address
    • 5. The customer hasn't confirmed their email address

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. The subscription was purchased through reseller

This can be identified through the CustomerDot account edit page, the account would have Login activated unchecked.

Customers purchasing through reseller would not have access to their CustomerDot account. Future adjustment must be done through the reseller.

For GitLab.com customers, we would need to assist them with subscription provisioning.

NOTE: This also applies for purchases through GCP and AWS, the customer would not have access to CustomerDot.

2. 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:

1. You can find the mailgun log in credential in 1password for support team.
2. On the left panel, expand Sending and go to Logs
3. On the top left, click the Domain dropdown and choose customers.gitlab.com and enter the customer email to search for recent email. You can also search in mg.gitlab.com domain to confirm whether the password reset email was requested on GitLab.com or on customers.gitlab.com
4. 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

3. 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

4. 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.

5. 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.