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:
- "You have to confirm your email address before continuing."
- "Incorrect login"
- "Invalid Login or Password"
- 422 Sign-in using X Auth failed / Email has already been taken
Steps to reproduce
- Sign-up for a new account.
- Don't click the confirmation email and let the confirmation token expire.
- 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):
- https://gitlab.zendesk.com/agent/tickets/152406
- https://gitlab.zendesk.com/agent/tickets/151027
- https://gitlab.zendesk.com/agent/tickets/152838
- https://gitlab.zendesk.com/agent/tickets/152933
- https://gitlab.zendesk.com/agent/tickets/152937
- https://gitlab.zendesk.com/agent/tickets/153056
- https://gitlab.zendesk.com/agent/tickets/153111
- https://gitlab.zendesk.com/agent/tickets/153466 (Large Gold group)
- https://gitlab.zendesk.com/agent/tickets/153494 (Silver Customer)
- https://gitlab.zendesk.com/agent/tickets/155847 SMB Bronze
- https://gitlab.zendesk.com/agent/tickets/156153
- https://gitlab.zendesk.com/agent/tickets/156397
- https://gitlab.zendesk.com/agent/tickets/156577 SMB Bronze
- https://gitlab.zendesk.com/agent/tickets/158578
- https://gitlab.zendesk.com/agent/tickets/158823
- https://gitlab.zendesk.com/agent/tickets/159438 Large Silver
- https://gitlab.zendesk.com/agent/tickets/159376 prospect
- https://gitlab.zendesk.com/agent/tickets/159096 SMB Silver
- https://gitlab.zendesk.com/agent/tickets/159718 Large Silver
- https://gitlab.zendesk.com/agent/tickets/159910
- https://gitlab.zendesk.com/agent/tickets/160219
- https://gitlab.zendesk.com/agent/tickets/160269
- https://gitlab.zendesk.com/agent/tickets/160924
- https://gitlab.zendesk.com/agent/tickets/161083
- https://gitlab.zendesk.com/agent/tickets/161147 Large Silver
- https://gitlab.zendesk.com/agent/tickets/161323
- https://gitlab.zendesk.com/agent/tickets/161638
- https://gitlab.zendesk.com/agent/tickets/162525 Silver
- https://gitlab.zendesk.com/agent/tickets/163535 SMB Silver
- https://gitlab.zendesk.com/agent/tickets/163064 Large Silver
- https://gitlab.zendesk.com/agent/tickets/163653 Prospect
- https://gitlab.zendesk.com/agent/tickets/164334 Mid-market Silver
- https://gitlab.zendesk.com/agent/tickets/170694 Mid-market Silver
Edited by Cynthia "Arty" Ng