No verification email, submission form broken and zero response to support emails for days.

September 17, 2018 385 views
DigitalOcean Ubuntu 16.04

This is getting a bit ridiculous. We have been locked out of our company account for days now because all forms of contact with Digital Ocean seem to be broken.

  • Verification email doesn’t arrive.
  • No one responds to support emails.
  • The contact submission form on the site is broken.
  • No one responds via twitter.

This is the company that raised over 300m dollars? Do I have to fly down and physically show up at the offices to get this sorted?

EDIT: Jesus Christ the support bot just replied on twitter and linked me to a support page that doesn’t exist. Get your shit together.

1 Answer

Hey friend!

I’m sorry that this has been so frustrating for you. It looks like your domain has no MX records so we are unable to send email to you. Are you able to correct that at your DNS provider?

Jarland

  • Are you sure about that? All my other email is being delivered.

    • If you go to whatsmydns.net and type in your domain, then change the A to MX and hit Search, it will come up empty.

      • After I write this, it has just been updated. However, it will need more time for propagation as the nameservers have been moved.

      • It looks completely normal to me when I check the domain

        • That’s because you just changed the nameservers very recently (within the last hour I suspect).

          • I’ll ask my dev team if they made any changes recently. I just received a stack of verification emails all with the same time stamp. I will wait and try again as there is no way to determine the correct one.

            Is there any way to disable the verification code and use an alternate method for security?

          • Excellent! Glad to hear things are moving back to a working order so quickly. To disable device verification you can do one of two things:

            1. Disable any browser addons that prevent us from tracking the browser, and mostly just use the same systems.
            2. Enable two-factor authentication on the account.

            I know it’s a bit annoying at times but it was something we did to protect customers from real and active threats. So many people out there are using the same password everywhere, and so many websites are compromised on a near daily basis, exposing their passwords to malicious actors. That threat goes beyond just a single user as a malicious actor on the platform has the potential to lower the performance and reliability of your servers. We’ll continue to iterate and aim as much toward convenience as possible while retaining the purpose of it.

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