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Unable to log in to support portal to create ticket on top of service being down

Posted November 19, 2019 734 views
DigitalOcean Accounts

Our service went down, and when I go to create a ticket, I’m presented with this rage-inducing message:

“We were unable to log you in to the support portal.
Error: Email not verified”

The page title is just “sso-error”

If there is a place to further verify my email (despite having already done so), I don’t know where it is. Does anyone know how to get past this message?

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richardrosenthal
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richardrosenthal

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3 answers
MattIPv4 November 19, 2019

Hi there @richardrosenthal,

In our public community, we aim to answer open questions about anything SysAdmin, DigitalOcean and beyond. However, we make every attempt to keep personal information safe and so don’t ever access personal account information here. This means we can’t provide help with any account or billing-related issues.

Please reach out to our amazing support team who will be more than happy to assist you with your account issue! :)

https://www.digitalocean.com/company/contact/#support

Hope that helps!
- Matt.

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invoicingSpade April 13, 2020

@MattIPv4 that helps not.

To access support you need to have a working login, to have such working login apparently you have to verify your email.

When the system complains about unverified email there is no way to find a link to resend a verification email.

I’m also stuck in this stupid loophole.

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  • MattIPv4 April 13, 2020

    Hi there @invoicingSpade,

    The link I’ve provided in my answer to this question will take you to a support ticket form that does not require you to log in, so that you may contact our support team to get help in resolving your access issue.

    As mentioned in my original answer, we have no access to accounts on the Community and cannot help any further with these types of issue.

    Hope that helps!
    - Matt.

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richardrosenthal April 14, 2020

@invoicingSpade it wound up that the primary account owner didn’t have their email address confirmed even though I had mine confirmed - the error message is just useless. Hope that helps since I don’t think you’re going to get very far here.

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