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Email: Password Reset & Account Access

Locked Account : Last Log in 5 Most Recent

Pull up to Admin 2

Account (under Account Email Address)

if the customer has been locked and the last log in is too (tagal na) Suppression

Email Delivery and Suppression's Workflow

reason is that customers kapag may yes kapag walang google/ apple sign in

A customer contacts us saying they aren’t able to reset their password/receive a 2 step verification code/receive an account deletion confirmation email. A few things to do before we get started:

  1. Check that they have a 23andMe account with the email address they are writing from. • If they do not have an account with the email they are writing from, send the macro Request Additional Details to Locate Account. • If they have an account, check the date they last logged in, verifying it is prior to the date and time they sent in their email (if a password reset issue/2SV issue) 1) If the customer has an account and logged in after submitting their most recent reply, personalize and send the macro Password Reset Not Needed. Note: this is not applicable for customers who do not receive an account deletion confirmation message. For these customers move to step 2 below.

       2) If the customer has an account and has not logged in successfully since 
   sending their most recent reply, check the Email Delivery information in 
   Admin to confirm if the email address is listed as “yes” or "no" on one or 
   more of the suppressions lists - there only needs to be one "yes" listed in 
   the Email Delivery section (this confirms the email is present on one of 
   the suppressions lists and you can move to the If "yes" drop-down menu 
   below.

IF YES Send the macro "Remove Email From Suppressions List (Request)." We will need to receive confirmation from the account email address before proceeding with removing the email from the suppressions list. • Once the customer confirms from the account email - apply the macro Request to Remove Email from Suppressions List and note which list the customers email is listed on (mg-account, mg-system, mg.23andMe) • The ticket will be re-opened in your queue once the email address has been successfully removed from the suppressions list by a Tier 2 agent. Once re-opened with an internal note stating that the email has been removed, use the macro Confirmed Email Removed from Suppressions List IF NO • If the customer is not receiving an account deletion confirmation email - escalate to Tier 2 Existing Account Experience queue, for other emails, follow below • Send the macro Email Not Found on Suppressions list - we must receive written confirmation from the current account email address confirming the new email to be associated with the account - we cannot accept verbal/phone confirmation • If the customer responds from an email that is not the account email ad dress, send the macro Contact Us From Correct Email • Once the customer confirms they want to update their account email address and provides a new email, apply the macro Email Change Request (Escalate to Tier2)

You also have to reply (Macro>High Volume) if it's (super tagal) to reply.

Unable to sign into account Account locked due to suspected compromised

CIRT-478 Information GSI - Google Sign In ASI - Apple Sign In

WORKFLOW Problem ticket: Locked Accounts Following CIRT-478

  1. Check the event log in Admin to confirm if there is an event on 11/02 "was locked in the auth service due to suspected compromise" • This can also be confirmed by a red text banner under the account information on the account homepage - see photo below in Admin Updates
  2. If the account has this event, link to the problem ticket and send the macro Account Access::Hacking (Breach CRT-478)::Locked Account Manual ID Verification • Once the macro is applied, escalate/set the assignee to MV-CS (Tier 2) and leave the ticket as pending
  3. T2 agents, follow the workflow linked here

***Account Access Requests for Locked Accounts

For any customers writing from an alternate email (because they cannot contact us from the account email) that is not associated with the locked account, we will be proceeding as normal with our standard ID Auth, Third Party or Deceased Account Holder language. • continue to link these tickets to the problem ticket • when reviewing the documents provided, please leave an internal note stating "account locked" when escalating to T2

HOW DO I LINK MY TICKET TO A PROBLEM TICKET? If you are handling a ticket in Zendesk that is related to a problem ticket, you should link that ticket to the problem. You will be notified via email if we are tracking a problem or issue through a problem ticket.

To link your ticket, follow the instructions below:

 1) Navigate to the left hand column of your ticket.
 2) Under the ticket field “Type”, select “Incident” from the dropdown.
 3) Once you select “Incident”, a “Linked problem” field will appear. Select  
 the appropriate problem ticket. You can do this by clicking into the box and 
 scrolling through the list of most recently updated problems, or you can 
 enter a keyword if you know the problem ticket name.
 4. Click “Submit”. Your changes will not be saved until you submit the 
 ticket.

***Cannot Access Account

ACCOUNT INQUIRY

  1. Were you able to locate the account? • If NO, send the macro Email not found::account inquiry::request additional details to locate account
    • If you are still unable to locate the account after requesting details, please reference the chart below to request any additional information that you have not already asked for. If you are still unable to locate the account after asking for all First and Second Touch details, escalate to Tier 1 Advanced Ops and make sure to list all the information the customer has provided in an internal note. • If Tier 1 Advanced Ops cannot locate the account in question, provide macro Sample / Account Not Found and solve the ticket. • If YES: send the macro Email not found and create a follow-up ticket to the account email address to assist the customer with their inquiry. Remember to leave an internal note in each ticket with the other ticket number. • If YES but we have not confirmed the customers full name and birthdate, always confirm the individuals full name and birthdate.

Please be sure that you are proactively searching for all of the following based on what the customer has provided: • Any common nicknames (ie. Liz, Liza, Lizzy, Eliza, Beth are all common nicknames for Elizabeth). You can use the following resource to check for common nicknames: https://datayze.com/nickname-finder • Alternate spelling for all names (i.e. Susan, Suzanne, Susanne) • Search for surname only, just in case the customer used a pseudonym for their first name • Search any other names or information contained in the email, even if it's not explicitly stated. For instance, the customer says the account name is under "Amy" and signs off as "Jane", you should also search for "Jane" if you could not find the information under "Amy".

First Touch Details Second Touch Details

Account Name Alternate account name(s) Alternate email addresses Alternate order email addresses Birthdate Alternate profile name(s) Barcode Order ID Shipping address Phone number listed on the order or account

Account Set Up and Password Resets Workflow Link: https://23andmetraining.zendesk.com/hc/en-us/articles/222701328-Account-Set-Up-and-Password-Resets-Workflow

GSI Login Difficulty Flowchart https://23andmetraining.zendesk.com/hc/en-us/articles/360038323574-GSI-Login-Difficulty-Flowchart