Sometime customers would have trouble accessing their account. This page would help you troubleshoot the problem.
This could be due to the following reasons:
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.
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:
Sendingand go to
Domaindropdown and choose
customers.gitlab.comand enter the customer email to search for recent email. You can also search in
mg.gitlab.comdomain to confirm whether the password reset email was requested on GitLab.com or on customers.gitlab.com
When the account is not confirmed, the customer cannot log in. To view whether an account is confirmed:
iicon on the customer account or
Showif you're already viewing the account
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@example.org). 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.
If the customer has not confirmed their email, we can resend the confirmation email using this form and get back to the customer.