Confirmation Emails

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5. Confirmation Emails

On this page

• Overview
• Check GitLab Admin
  • Fix Email Address
• Check Mailgun
  • Removing a Suppression in Mailgun
  • Removing a Suppression in Zendesk
  • Identifying Multiple Suppressions on a Single Domain
• Resend Confirmation Email
• Primary email
• Secondary email
• Wacky state

Overview

This workflow covers cases when a user says they are not receiving their confirmation email.

Check GitLab Admin

1. In the GitLab.com Admin Area, search for the user by username or email address to confirm the account has been created. Alternatively, search in your browser using the API.
   • No account? Use the Zendesk macro GitLab.com::Account does not exist or if you believe it's applicable use General::Verify self-managed or .com.
2. Check the email address against what the user has reported.
   • Did they make a typo when registering? See Fix Email Address.
   • Otherwise see Check Mailgun.

Fix Email Address

If the user made a typo:

1. Make sure the account in question is a new account.
2. When viewing the user in the admin area, click Edit.
3. Fix the email address to the correct one and save your changes.

Check Mailgun

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.

1. Log in to Mailgun using the supporteam credentials in the Support Team vault in 1Password.
2. Click on Sending along the left-hand side navigation bar.
3. Click on Logs.
4. Ensure that mg.gitlab.com is set as the domain above the activity graph.
5. Enter the email address to be checked into the search bar, search, and then scan the results to see if mail is being delivered to that address.
   • If email is delayed, respond to the user and ask them to wait.
   • If email is bouncing due to a suppression (evidenced by the message Not delivering to previously bounced address in the log) proceed to Removing a Suppression in Mailgun or Removing a Suppression in Zendesk

Removing a Suppression in Mailgun

1. Click on Suppressions along the left-hand side navigation bar.
2. Wait a moment for results to load before searching.
3. Ensure that mg.gitlab.com is set as the domain at the top of the page.
4. Enter the email address to be checked into the Search for recipients search bar and perform a search.
5. Click the Delete button next to an entry and then confirm your selection to remove the suppression.

Removing a Suppression in Zendesk

1. Click the Apps button located in the top right of the Zendesk interface.
2. Scroll down to the SaaS Account Ticket Helper app located below the tag locker app.
3. Click the button for Email Suppressions.
4. Search for the email address using the search field.
5. If a suppression is found you may optionally click the copy button to save the log from Mailgun to your clipboard that you can then paste into an internal comment on the ticket.
6. Click the 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.

Identifying Multiple Suppressions on a Single Domain

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:

1. Log in to Mailgun using the supporteam credentials in the Support Team vault in 1Password.
2. Click on Sending along the left-hand side navigation bar.
3. Click on Logs.
4. Ensure that mg.gitlab.com is set as the domain above the activity graph.
5. In the search bar enter the customer's domain using * as a wildcard for the username.
6. Add a filter for Event is Permanent Fail.
7. Scan the results, any email address listed with a Delivery Status Message of Not delivering to previously bounced address has been suppressed at one point in time.
8. Navigate to the Suppressions tab and enter in an email address from your previous search to confirm whether or not it's currently suppressed.

Resend Confirmation Email

Primary email

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.

Secondary email

Instruct the user to sign in and trigger a new confirmation email through their profile: https://gitlab.com/profile/emails

Wacky state

If the user is unconfirmed, but their primary email address does not match the unconfirmed email address (see this internal example), then two options:

1. Impersonate the user and click on the "Resend confirmation email" under Email on their Settings > Profile page.
2. File a console escalation internal request to set the unconfirmed_email to nil.