[Internal] Customer Cannot Log in to API Dashboard - Stuck in Verify Loop

Symptom

In some cases, users can get stuck in a verify loop and cannot verify their email address or mobile number to gain access to the API Dashboard.

Applies To

• API (non-Video) Dashboard (https://dashboard.nexmo.com)
• User accounts that were originally registered before 2FA was required for Dashboard sign-up (mid 2020)

Resolution

1. Login to JIRA
2. Click Create to create a new JIRA
3. Set the JIRA Project to "Dashboard" (APIDB)
4. Set the Subject to:
   Move <email@address> back to "VERIFY_PHONE" status
5. Enter the following message in the JIRA Description:

   "User <email@address> is unable to sign up and their account was never created.
   We need a dbpushplan to move them back to VERIFY_PHONE status."

6. Create the JIRA and then notify the customer of the following:
   "It looks like your account was originally registered before our security updates that require two factor authentication on sign up.  Your account status is not compatible with this new status.  I have requested that our administrators correct your status so that you can continue with the sign up process."
7. Attach the JIRA to the support ticket.
8. Once the JIRA has been processed the customer should be able to continue with the sign up process.

Cause

Email addresses for accounts registered before our Mid 2020 Dashboard updates have an account status that is not compatible with our current sign up process that requires 2FA and email/phone verification.

Additional Information

If you have problems with this process you should consult with the regional Dashboard Expert.  Dashboard Experts can raise further issues with #ask-api-customer-dashboard in Slack.