Handling old accounts that have changed emails?

(Jeff Atwood) #1

If you visited a Discourse a long time ago, and no longer control the email address your account was originally created under – how can we get that user back into their account?

I guess there are two options here:

  1. You don’t remember which email it was, and you don’t control that email address any more

  2. You do remember which email it was, and you don’t control that email address any more

So you’d issue a standard forgot password request …

I guess the only option here is to contact staff out-of-band via the /about page email address and ask them to change the email on the account? This is extra tricky if you don’t remember the email address you signed up with – how does this other user prove that they are, in fact, the person who originally controlled the old email account?

I wonder how we can provide information / assistance to the user on these two dialogs to handle this rare, but highly unfortunate, scenario without it being TL;DR for everyone else.

Maybe a small link to the staff page on this dialog makes sense to handle that and other unusual login scenarios where staff intervention is inevitable and required. Or perhaps a “help” button on this dialog, so that way we’re not smacking every workaday “forgot my password again” user with a bunch of extraneous information that is only useful in these rare cases?

(Hosein Naseri) #2

Maybe it would be helpful to reveal some characters of the email. perhaps 3 characters? I see many big businesses do it.

we found username example and sent an email to nam*@example.com** , …

(Jeff Atwood) #3

OK! @techapj added this help feature and I will use this copy for it:

Email not arriving? Be sure to check your spam folder first.

Not sure which email address you used? Enter an email address and we’ll let you know if it exists here.

If you no longer have access to the email address on your account, please contact our helpful staff.