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Re: Changes to how you verify that you’re the account owner


@srlawren wrote:

@kav2001c wrote:

 

 

Question #2

Why not just scrap the entire "send a private message to Mod"?

Seriously

 

It seems far easier to go the route your competitors have chosen

(EG, *REQUIRE* login to self serve account, THEN click a button to submit request)

 

 Seeing as this message board community is in no way tied to our actual Public accounts I think it is well past time that method of support is scrapped


@kav2001c I'm hoping this is an interim step toward the full ticketing system, which I would imagine would replace private messaging the mods.  This is purely conjecture of course.

 

Your question #1 (which I did not quote, for brevity) is also extremely poignant, and leads quite naturally into quesiton 2.


I'm also wondering if this procedure is temporary.  It sounds like almost as if it's a band-aid solution to something that they've been made aware of.

Oracle

Re: Changes to how you verify that you’re the account owner

This authentication seems similar to the authentication used by the dog brand for live chat interactions where the agent asks for the phone number associated with the interaction.  The customer is then sent a secure link to enter the PIN code.  Upon successfully supplying the PIN code gives the rep access to the account.  With live chat this authentication step is real time.  I see this process potentially increasing the complexity and adding to response time, unless...  this is the beginning of a transition to live chat as a replacement for the current private messaging system. 

Town Hero / Héro de la Ville

Re: Changes to how you verify that you’re the account owner

It will be interesting to see how this plays out.  Adding to response time from the Moderators would certainly not be an improvement.  

Mayor / Maire

Re: Changes to how you verify that you’re the account owner


@will13am wrote:

This authentication seems similar to the authentication used by the dog brand for live chat interactions where the agent asks for the phone number associated with the interaction. 


@will13am thanks for bringing that up, I was going to mention that too

 


@will13am wrote:

I see this process potentially increasing the complexity and adding to response time, unless...  this is the beginning of a transition to live chat as a replacement for the current private messaging system. 


@will13am this underscores the need for the help request process to be improved...whether that's through live chat, a ticketting system, or even a more guided web form that asks structured questions and then immediately asks for this verification info up front.  There is significant work left to be done, as the free-form approach currently in place isn't good enough.


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Great Neighbour / Super Voisin

Re: Changes to how you verify that you’re the account owner

Awesome, very helpful  

Mayor / Maire

Re: Changes to how you verify that you’re the account owner

@computergeek541

I was actually comparing to Fido

Freedom system is so incredibly insecure as to make old Public system look good

 

You can gain access to ANY Freedom account with a 4 digit pin only

VERY easy to brute force hack that

 

Mayor / Maire

Re: Changes to how you verify that you’re the account owner


@kav2001c wrote:

@computergeek541

I was actually comparing to Fido

Freedom system is so incredibly insecure as to make old Public system look good

 

You can gain access to ANY Freedom account with a 4 digit pin only

VERY easy to brute force hack that

 


@kav2001cNot anymore. They changed the way it works about 3 months ago at freedom, once you figure out that 4 digit code you have 2nd authorization code (good for X minutes) e-mailed or sent as a text message unless you are using the same computer as previously registered with a successful login.

Great Citizen / Super Citoyen

Re: Changes to how you verify that you’re the account owner


@kav2001c wrote:

Question #1

@Alan_K

Is this system *automated*?

 

I am a bit concerned if this new method requires Mods to respond back to EVERY support request (doubling number of messages required, as well as possibly impacting response times)

 

Question #2

Why not just scrap the entire "send a private message to Mod"?

Seriously

 

It seems far easier to go the route your competitors have chosen

(EG, *REQUIRE* login to self serve account, THEN click a button to submit request)

 

 Seeing as this message board community is in no way tied to our actual Public accounts I think it is well past time that method of support is scrapped

 

 


Logging in to Self-serve account and writing directly to the Moderators (through a new button) will surely be far more secure and time saving. 

 

Deputy Mayor / Adjoint au Maire

Re: Changes to how you verify that you’re the account owner

Great change, I think this will be much more efficient!

Good Citizen / Bon Citoyen

Re: Changes to how you verify that you’re the account owner

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