Question

What kind of welcome is this?

Posted December 16, 2014 11.4k views

I created an account with a valid credit card, with 100% correct information. There is no security concerns attached to my card, name or billing address what so ever. All info is legitimate and accurate. So why is my new account locked?

This is no way to welcome new clients. Sorry I need more than an auto reply to verify. You charged my card just fine so what is the fraud issue? You need to give a valid reason in a more detailed explanation to keep me as a client.

This is insulting:

“Some of the information that you’ve provided seems a bit off. To help us further verify your identity, please send us the following:

  1. A photo of you holding your government-issued photo ID or passport.

We do this manual review process to ensure the safety and security of the platform for legitimate users, and to prevent cases of credit card fraud or identity theft.”

Still waiting a reply from a human.

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GStevens
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4 answers
Woet December 16, 2014

It’s not insulting, it’s a business protecting itself and its users from possible fraudulent and/or abusive users. Being able to charge a card does not mean it’s not a stolen card.

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  • GStevens December 16, 2014

    So were you locked during sign up? Nope you weren’t. So then it’s for a reason right? So i’m awaiting the reason details. If there is something about your basic info that raises a “possible fraudulent” flag I feel I have a right to know what it is.

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  • Woet December 16, 2014

    They obviously can’t tell you what it is, else it would be extremely trivial to get around their measures.

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  • GStevens December 16, 2014

    Actually wrong again,

    please do not post private support ticket communication

    Instead I get locked with a lame auto reply. Sorry change your system and just try telling the truth. It’s insulting and even worse it’s annoying.

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  • Woet December 16, 2014

    Please provide me with your evidence that this is based solely on your country.

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  • GStevens December 16, 2014

    Evidence? You’re welcome to log in to my locked account and read what I’ve pasted above. Does that work? Regardless my point isn’t pointing fault at the reasons why this or that country is flagged, no complaint there. I’m simply saying why not just state their policy and request it upfront instead of locking the account using words like “"a bit off” and “inconsistent” as though you’ve entered incorrect or fraudulent info?

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  • Woet December 16, 2014

    Because only when you make a payment do they have actual information to check. For example, whether the creditcard/paypal information matches your DigitalOcean information, whether your paypal account is verified, whether your cvc code is correct, etc.

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  • GStevens December 16, 2014

    Nope, not the case because the info is correct and verified. Simply connecting from a flagged country is the issue. The policy is flawed, even insulting. There is no reason to play with vague verbage . Just as soon as the person enters a flagged country it should pop up:

    please do not post private support ticket communication

    Problem solved.

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  • Woet December 16, 2014

    Which brings me back to my original question:
    “Please provide me with your evidence that this is based solely on your country.”

    And as mentioned before:
    “They obviously can’t tell you what it is, else it would be extremely trivial to get around their measures.”

    If they would disclose the reason why they flag people, fraudsters can very easily get around that flag and keep trying until they are not flagged.

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  • GStevens December 16, 2014

    The evidence is the support replies - that I guess got flagged & removed. I’ll just say this and then it’s time to move on. The words “it’s bit off.” and “inconsistencies” shouldn’t be used when the customer is connecting from a flagged country. It shouldn’t even allow you to have an account to be locked in the first place. The support should just say; “to complete your account please submit the following items…” Instead of making the customer think they entered something incorrectly. Instead of having a legitimate customers first experience with the company is getting locked… Must be a smoother welcome than that, just my opinion..

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  • Woet December 16, 2014

    No, because you getting flagged does not mean that it is based on your country. You’ve been assuming this from the start without any reason.

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  • GStevens December 17, 2014

    I assumed nothing. I asked , waited and support said it was. The end.

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raddadz May 26, 2020

I was going to try digitalocean trusting their name in the game, but when I got asked for a passport scan and a selfie when all I wanted to do is learn docker with a couple of web apps to try, I canceled my account. the worst part is I gave my credit card info at the first step. I cannot trust anyone with a copy of my id, especially the internet. they will behold no responsible if my info gets stolen, at least tell me before signing up, and before I give you my credit card info that such verification will be needed, to lure me into it and force it on me is shameful scam-like behavior

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turgenevskaya December 16, 2014

Hi,

Its the best kind of welcome. Digital ocean introduced itself to you now you have to introduce yourself to her. She eagerly looks forward to your validation of your account. Until then best of luck,

Turge

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  • GStevens December 16, 2014

    Getting locked without reason is no welcome I’ve heard of,. I’ve had plenty of hosting, never had an issue. Very disappointing start.

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  • gparent December 16, 2014

    This is very common in the hosting industry. Credit card theft is a serious issue.

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  • GStevens December 16, 2014

    Well then interesting that you assume credit card fraud is the issue, I think a clear answer to exactly what the actual issue is would’ve been more helpful by the admin. Instead they leave me without a clue. No reply from them at all. I can only assume it’s a clear representation of how customer service will be like if I actually migrate my sites here. Plenty of other options…

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  • gparent December 16, 2014

    I didn’t assume anything:

    “We do this manual review process to ensure the safety and security of the platform for legitimate users, and to prevent cases of credit card fraud or identity theft.”

    They didn’t leave you without a clue, they told you exactly what to do to verify your account, which you also posted in your original message.

    In case you missed it:

    “Some of the information that you’ve provided seems a bit off. To help us further verify your identity, please send us the following:

    A photo of you holding your government-issued photo ID or passport.

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phalacee December 16, 2014

Given the ease of use of the API, and a few other factors, it is understandable to force new users to verify themselves before allowing them access to the system.

And you weren’t billed up front, unless you transferred funds from paypal all transactions are done at the end of the month based on usage, not at the beginning of the month based on projected usage.

This is done for all new users. Some of the older users, Turge, Woet and myself included, didn’t have to because we signed up way back when. Back before a bunch of script kiddies came up with a way to ruin it for everyone.

Once you’re over this small hurdle and start enjoying the service and the community around it, you’ll forget this inconvenience and that will be the end of it.

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