⭐️ Login Issue (unknown reason)

User is unable to log in without a clear indication of whether they have entered an incorrect password or recovery phrase

Step-by-Step Solution:

1. Verify the email address in BackOffice by checking the User Profile and Wallet Lookup. 

 

1.1 If a single profile appears on both sections: 

•  Use the macro "What is the error?" to check the nature of the error.
•  Request a screenshot of the error message. 

Important note: If it shows a single profile containing a standalone Exchange account, please use the macro “What is the error?” while ensuring they are logging into the Exchange website.

1.2 If multiple User Profiles or a Wallet Lookup are shown:

• Use a combination of “What is the error?” and “Multiple GUIDs - linked to the same email”. 

It will prompt users to supply additional information and screenshots, and to attempt login on any other accounts they may have.  

2. If it does not show any BackOffice results on both User Profile and Wallet Lookup, use these metabase queries to double check: 

• User lookup by (old or new) email
• email_to_userid_and_profile
• Dashboard for CS Security.

2.1 If the search result is associated with a BackOffice profile with a different email address: 

• Use the macro "Buy/Sell - Email Account Mismatch (No BO Profile)" to inform the customer that we cannot locate any accounts associated with the email address used to contact us. 

• If they respond with the correct email address that is linked to a BackOffice account, please use the macro "Buy/Sell Email Account Mismatch" to inform them that they must contact us using their correct/registered email address. 

2.2 If the search yields no results: 

• Use the macro "Buy/Sell - Email Account Mismatch (No BO Profile)" to inform the client that we cannot locate any accounts associated with the email address used to contact us.
• If they respond with the correct email address that is linked to a BackOffice account, use the macro "Buy/Sell Email Account Mismatch" to inform them that they need to contact us using the correct/registered email address.

Finally, if the client is unable to provide a legitimate email address with a BackOffice account that may be associated with their account, please apologize and inform the client accordingly.

Important Note: The steps above offer a general macro framework. Please adapt it as needed by adding or removing elements to ensure a targeted response. Additionally, only post a question on Slack if you encounter an issue not addressed in the Password/Login Issues category after thorough investigation. This will help us expand our knowledge base. Thank you!