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keybase / keybase-issues

A single repo for managing publicly recognized issues with the keybase client, installer, and website.
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Not receiving recovery email #3730

Open kwadner opened 4 years ago

kwadner commented 4 years ago

I'm attempting to do a reset and recovery of my account since I've not used it for.. a lot time. However, I'm not receiving the recovery email in my inbox or spam. Requests were initiated yesterday and today. Keybase username name "k i e l w a d n e r" without spaces. Email is same as GitHub. Suggestions on how to proceed?

heronhaye commented 4 years ago

Hi, what specifically did you try to do? Recover username, password, or start account reset? I'm seeing an email for recover username that went out around a day ago but no reset process started.

kwadner commented 4 years ago

Hi @heronhaye, I'm attempting an account reset but you are correct I did do a username recovery.

My steps:

  1. Account Login
  2. Click on "Forgot Password?"
  3. Enter the username above and press continue
  4. On the warning screen about account recovery press "Start account reset"
  5. Click close on message box about checking email.

The steps above were performed again around 21:18 UTC. The first time I tried, the UI briefly showed a red message about a database error, but I don't recall which step and haven't seen it since.

heronhaye commented 4 years ago

Got it. Please try again tomorrow.

kwadner commented 4 years ago

Received the following error when trying to reset account. I continued on but did not receive an email. DB Error

kwadner commented 4 years ago

@heronhaye any suggestions for this? I am still receiving the DB error shown above when trying to reset.

duncanbeevers commented 4 years ago

I had attempted this process a few days ago, and saw the same DB error as mentioned previously.

Today I attempted the process again and received a success message, but no recovery email seems to have been sent to the address associated with the account.

heronhaye commented 4 years ago

@duncanbeevers Are you doing this from the website? Are you logged in and going through the flow at https://keybase.io/account/reset_me, or are you pressing "Forgot password" in the login modal? Or are you resetting from the app?

duncanbeevers commented 4 years ago

@heronhaye This is a logged-out, account recovery/hard reset flow. screenshot screenshot

kwadner commented 4 years ago

@heronhaye I am seeing that same "Autoreset is not available on accounts without devices" message at the top. It is from an iOS device with a fresh install of the app after entering my username and clicking "Forgot password".

When I pressed Start Account reset I see a message similar to @duncanbeevers did about checking my email. No message was received, including in the spam folder. I've pressed "Send it again" and do not receive an email.

heronhaye commented 4 years ago

Thanks for the reports. We're going to fix this bug soon and let you all know.

heronhaye commented 4 years ago

@duncanbeevers Just to be clear, you've both lost all your devices and forgotten your password?

duncanbeevers commented 4 years ago

@heronhaye This is for an account to which I invited a close friend. They signed up, but seem never to have added devices.

duncanbeevers commented 4 years ago

@heronhaye Feel free to message me on keybase @duncanbeevers should you wish further details.

heronhaye commented 4 years ago

@duncanbeevers Ah, you should've said that: I was looking up information for your own user. I will DM you.

kwadner commented 4 years ago

@duncanbeevers Just to be clear, you've both lost all your devices and forgotten your password?

Correct. I signed up years ago but never used it. Might have been all the way back when it was invite only honestly. Not sure what device (or if there was one?) it was tied to. I had a team want to use this now and I didn’t want dual identities for me.

heronhaye commented 4 years ago

@duncanbeevers @kwadner Please try entering the reset flow again, thanks!

kwadner commented 4 years ago

Looks to be working. I received the email after the reset, was able to confirm reset from the link, and was told about the three day hold.

Thanks.

heronhaye commented 4 years ago

Great, let me know if you have any problems completing it in 3 days.

sebastianlach commented 2 years ago

Hi, I still have the same problem. When I clicked "Start account reset" I received "Check your email or phone. We are sending instructions to your email address or phone number." But I haven't received any mail. I doesn't seem like email provider is the issue because when I try to recover username email is delivered. Could you help me with this issue? It's really annoying. I like keybase but for now it's useless for me. Thanks in advance.