topic Re: Mods - Do you need some usertesting? in Get Support

Mods - Do you need some usertesting?

Azure — Wed, 05 Jan 2022 11:49:46 GMT

Hi Mods,

Thank you for running the Public Mobile site and for your assistance. I know you have been working on making changes and updates to the site to make it more user-friendly, which is great.

A couple of things I've noticed that, perhaps, you may be working on?

If a client has been corresponding with a moderator who asks the client to verify their email, the moderator provides a verification link. Once the client clicks the link, they are taken to a page that asks for their email address and password. That page would not accept my password. Even when the moderator re-set the password for me, it still wouldn't accept the password. There seems to be an issue with that particular input field on that page.
If the client can get the verification page to work by entering their cellphone number instead, the client is taken to a page that contains the following message: "If you attempted to authenticate using your Public Mobile Self-Serve username/password and couldn't succeed, click here to re-set." I clicked and followed the instructions, entering my email address in the hopes of having my password re-set that way. However, that did not work. Upon clicking the Submit button, I was taken to a page that had a progress bar showing that I was at step 1 of 3 steps (step 1 is "Verify your email address"). No email ever came through to me from Public Mobile, so I was not able to progress to steps 2 or 3 in order to re-set my password.

If your team is looking into these glitches, I would be happy to user-test them for you. Please let me know.

Thank you.

Re: Mods - Do you need some usertesting?

iliketotalk — Tue, 03 Sep 2019 14:55:57 GMT

@Azure hi this is a public forum we are customers like you if you want their attention you should private message them here https:/productioncommunityypublicmobilee.cat55/notescomposepagee/note-to-user-id/22437

Re: Mods - Do you need some usertesting?

will13am — Tue, 03 Sep 2019 15:24:14 GMT

I will tag @Alan_K just in case he is not aware of this issue. I too had problems with email/password verification a couple of weeks ago. SMS option worked but is not always convenient for those who manage accounts that they don't actually use.

Re: Mods - Do you need some usertesting?

popping — Tue, 03 Sep 2019 15:39:20 GMT

@will13am wrote:
I will tag @Alan_K just in case he is not aware of this issue. I too had problems with email/password verification a couple of weeks ago. SMS option worked but is not always convenient for those who manage accounts that they don't actually use.

I had the same issue with the email/password verification recently too.

I ended up supplied the answers for the 8 questions to get through to moderator.

Agree with SMS verification. Two users of my accounts that I managed do not live with me.

Re: Mods - Do you need some usertesting?

Azure — Tue, 03 Sep 2019 15:59:51 GMT

Thank you. I think an ideal solution would be verification via an authenticator app: Google has an authenticator app and Microsoft has one. These apps don't have to be used just for verifying email accounts associated with those two companies; they can be used to verify Paypal, facebook, etc. Just my two cents.

Re: Mods - Do you need some usertesting?

popping — Tue, 03 Sep 2019 16:04:30 GMT

@Azure wrote:
Thank you. I think an ideal solution would be verification via an authenticator app: Google has an authenticator app and Microsoft has one. These apps don't have to be used just for verifying email accounts associated with those two companies; they can be used to verify Paypal, facebook, etc. Just my two cents.

SMS message can be intercepted too. But it is better than just using email/password.

https://www.theverge.com/2017/9/18/16328172/sms-two-factor-authentication-hack-password-bitcoin

authenticator app is a better solution.

Re: Mods - Do you need some usertesting?

JackQuint — Tue, 03 Sep 2019 16:10:04 GMT

@Azure wrote:
Thank you. I think an ideal solution would be verification via an authenticator app: Google has an authenticator app and Microsoft has one. These apps don't have to be used just for verifying email accounts associated with those two companies; they can be used to verify Paypal, facebook, etc. Just my two cents.

^This. 2FA through authenticator apps is the best way to secure user accounts. As @popping noted, SMS is not ideal (better than nothing, but not as secure as TOTP).