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Improve the Login Experience for an Unverified User

Summary

User signed up a while ago, didn't confirm email and has since deleted the confirmation email. User tried to login and gets one of multiple errors:

  1. "You have to confirm your email address before continuing."
  2. "Incorrect login"
  3. "Invalid Login or Password"
  4. 422 Sign-in using X Auth failed / Email has already been taken

Steps to reproduce

  1. Sign-up for a new account.
  2. Don't click the confirmation email and let the confirmation token expire.
  3. Try login and observe the errors and lack of direction on how to proceed.

Proposal

  • Add a link to the error message on attempted login that indicates that email is unconfirmed. Link to the email confirmation resend page
  • This message should be shown for all auth methods (Gitlab login page, SSO, etc).
  • Improve language in the existing banner to tell users how long they have to confirm and that they will lose access if they don't confirm their email. In the MFA banner we give an exact time. It would be helpful to do this for this banner as well. "You need to do this before Fri, 10 Jul 2020 19:47:02 +0000."

Relevant cases

ZD Tickets (Internal):

  1. https://gitlab.zendesk.com/agent/tickets/152406
  2. https://gitlab.zendesk.com/agent/tickets/151027
  3. https://gitlab.zendesk.com/agent/tickets/152838
  4. https://gitlab.zendesk.com/agent/tickets/152933
  5. https://gitlab.zendesk.com/agent/tickets/152937
  6. https://gitlab.zendesk.com/agent/tickets/153056
  7. https://gitlab.zendesk.com/agent/tickets/153111
  8. https://gitlab.zendesk.com/agent/tickets/153466 (Large Gold group)
  9. https://gitlab.zendesk.com/agent/tickets/153494 (Silver Customer)
  10. https://gitlab.zendesk.com/agent/tickets/155847 SMB Bronze
  11. https://gitlab.zendesk.com/agent/tickets/156153
  12. https://gitlab.zendesk.com/agent/tickets/156397
  13. https://gitlab.zendesk.com/agent/tickets/156577 SMB Bronze
  14. https://gitlab.zendesk.com/agent/tickets/158578
  15. https://gitlab.zendesk.com/agent/tickets/158823
  16. https://gitlab.zendesk.com/agent/tickets/159438 Large Silver
  17. https://gitlab.zendesk.com/agent/tickets/159376 prospect
  18. https://gitlab.zendesk.com/agent/tickets/159096 SMB Silver
  19. https://gitlab.zendesk.com/agent/tickets/159718 Large Silver
  20. https://gitlab.zendesk.com/agent/tickets/159910
  21. https://gitlab.zendesk.com/agent/tickets/160219
  22. https://gitlab.zendesk.com/agent/tickets/160269
  23. https://gitlab.zendesk.com/agent/tickets/160924
  24. https://gitlab.zendesk.com/agent/tickets/161083
  25. https://gitlab.zendesk.com/agent/tickets/161147 Large Silver
  26. https://gitlab.zendesk.com/agent/tickets/161323
  27. https://gitlab.zendesk.com/agent/tickets/161638
  28. https://gitlab.zendesk.com/agent/tickets/162525 Silver
  29. https://gitlab.zendesk.com/agent/tickets/163535 SMB Silver
  30. https://gitlab.zendesk.com/agent/tickets/163064 Large Silver
  31. https://gitlab.zendesk.com/agent/tickets/163653 Prospect
  32. https://gitlab.zendesk.com/agent/tickets/164334 Mid-market Silver
  33. https://gitlab.zendesk.com/agent/tickets/170694 Mid-market Silver
Edited by Cynthia "Arty" Ng