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Accelerate your software lifecycle with help from GitLab experts
Popular GitLab use cases
Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsThis workflow covers cases when a user says they are not receiving their confirmation email.
GitLab.com::Account does not exist
or if you believe it's applicable use General::Verify self-managed or .com
.If the user made a typo:
Edit
.On the first attempt, if our email system could not get through (usually server says it's non-existent or similar), then our mail server will put a suppression on sending further emails.
supporteam
credentials in the Support Team vault in 1Password.Sending
along the left-hand side navigation bar.Logs
.mg.gitlab.com
is set as the domain above the activity graph.Not delivering to previously bounced address
in the log) proceed to Removing a Suppression in Mailgun or Removing a Suppression in ZendeskSuppressions
along the left-hand side navigation bar.mg.gitlab.com
is set as the domain at the top of the page.Search for recipients
search bar and perform a search.Delete
button next to an entry and then confirm your selection to remove the suppression.Apps
button located in the top right of the Zendesk interface.SaaS Account Ticket Helper
app located below the tag locker app.Email Suppressions
.copy
button to save the log from Mailgun to your clipboard that you can then paste into an internal comment on the ticket.Remove the suppression?
button.Once the suppression is removed you can then use the quick links menu that is displayed to either resend a new confirmation email, send a password reset email, or perform another search.
Mailgun does not allow us to check for multiple suppressions on the same domain within it's Suppressions
section, but we can use another method to find them without asking the customer for a list of email addresses that they suspect are being suppressed. To do so:
supporteam
credentials in the Support Team vault in 1Password.Sending
along the left-hand side navigation bar.Logs
.mg.gitlab.com
is set as the domain above the activity graph.*
as a wildcard for the username.Event is Permanent Fail
.Delivery Status Message
of Not delivering to previously bounced address
has been suppressed at one point in time.Suppressions
tab and enter in an email address from your previous search to confirm whether or not it's currently suppressed.Once the problem has been fixed, you can send the user a new confirmation email if it's the primary email address.
Let the user know you've sent a new confirmation email and ask them to check their inbox and spam folders.
Note: If a user changes their primary email, the form will also not work and they have to follow the process below for secondary email.
Instruct the user to sign in and trigger a new confirmation email through their profile: https://gitlab.com/profile/emails
If the user is unconfirmed, but their primary email address does not match the unconfirmed email address (see this internal example), then two options:
unconfirmed_email
to nil
.