Subject: Fwd: Feature Update - User Password Change in 'my account'
From: Kritika Mirchandani <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Sankarshan Rajan <[email-masked]>
Date: Fri, 8 Nov 2019 02:13:02 -0700 (MST)

Hi all, 

PFB. 

Kind Regards 
Kritika Mirchandani 

From: "Brian Sexton" <[email-masked]> 
To: "Team Lead" <[email-masked]> 
Cc: "Anna Jeanne" <[email-masked]> 
Sent: Friday, 27 September, 2019 16:33:24 
Subject: FW: Feature Update - User Password Change in 'my account' 

FYI 

From: Anna Jeanne 
Sent: Friday 27 September 2019 09:23 
To: CSLeads <[email-masked]>; Michelle Gubbins <[email-masked]> 
Subject: RE: Feature Update - User Password Change in 'my account' 

Hi All, 

Please note that the Recover Account function in CSR in not working properly, therefore, if you send re-active/pro-active email to the customer – they will not be able to update their email address. 

Team Lead can send those cases directly to V.Watch – we will be able to update the customer’s email address directly from the DataBase. 

Just as a reminder: 

    * If the customer has access to their viagogo account: 

    * we should not offer the email change to the customer – we should advise them that they will be able to create a new account with the correct email address once their Event passes. Any correspondence with viagogo is visible in My Account in ‘My Messages’ tab. 

    * We should allow the email change only in the following edge cases: 

    * The customer made a typo in their email address after the ‘@’ sign (in example: gmail.con, yaho.com , etc) 
    * The customer needs to verify their email address in order to download their tickets 
    * The customer’s account has been taken over and they have no longer access to their existing email address 

We are working on the solution so the email address can be changed directly by Team Lead/customer – we will inform you once this is live. 

Could you please make sure that your Teams are informed? 

Thanks in advance for confirming once this is done. 

If you have any questions, please let me know. 

Thanks, 
Anna 

From: John Meerholz 
Sent: Thursday 29 August 2019 09:43 
To: CSLeads < [ mailto:[email-masked] | [email-masked] ] >; Michelle Gubbins < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Feature Update - User Password Change in 'my account' 

All leads, 

We have recently added a verification step to ‘My account’ for users that are trying to update the email address on the account, while already logged into their viagogo account. 

The top level overview here is: 

    * Users are sent emails with links to verify the new and existing account before changing an email address themselves 
    * Users who can log into my account, but no longer have access to the email address on the account, will not be able to change the email address on the account 

I attached the TL training doc here, it’s the same as the info agents will receive but with information on how to use the ‘pro-active’ recover account feature in CSR, when necessary. 

Please go over the attached and arrange to have huddles with your teams, confirm back to me once done. 

Training will send a comms to the agents later today 

Thanks 
John