This guide for troubleshooting for error on CustomersDot.
Error about an address or credit card
When purchasing a subscription via the CustomersDot if a user receives an error
about an address or credit card, check the address listed in the My Account
section of the CustomersDot. This is typically due to a bad address
(city/state/zip code). If the address is correct and the error persists, check
Sentry for a relevant error and file an issue in the
CustomersDot tracker as necessary.
Getting error message from Sentry
To find the error specifically related to a customer on sentry, try the following:
Go to Customers search page by clicking on Customers on the left panel
Search for customer using one of the following: email, domain, or First/Last name (in case customer registered with a different email)
Click on one of the info, pencil, or person icon in the result
Take the customer ID from the URL https://customers.gitlab.com/admin/customer/customerID/pagepath
Finding the errror message for the customer in Sentry:
Go to https://sentry.gitlab.net/gitlab/customersgitlabcom/issues/
Use user:customerID (replace customerID with the actual customerID from CustomersDot)
Open sentry issue → Click on EVENTS
Use customer email to search for the relevant event
Troubleshooting Email Delivery From CustomerDot
Sometimes a customer reports that they did not receive an email from the portal, such as a password reset request or new account confirmation. GitLab uses Mailgun as a service to send outgoing mail. We can login to Mailgun to view the message logs, and when appropriate, remove suppressions.
The general workflow that Support uses for this process is documented in the Support handbook page on confirmation emails, and that page has a full description on navigating the Mailgun dashboard and searching through the logs.
The process here is much the same, but since we are investigating mail from CustomerDot, in Step 4 of the general workflow ensure that customers.gitlab.com is selected as the domain to search under.
Note that reseller customers will not have access to customers.gitlab.com and subsequently, password reset emails will not be sent to them. Check whether the customer has access to customers.gitlab.com by navigating to the Edit page for the customer record (pen icon on right-side of customer record) and looking at the Login activated checkbox. If the checkbox is ticked, the customer has access; if the checkbox is not ticked, the customer will not have access and they will not receive password reset emails. Reseller customers should make their purchases via our Sales team.
Example of previous tickets:
Customer cannot purchase new subscription because of an expired subscription:
