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Account Suspended (KYC - Russia)

For legal reasons (European sanctions after Ukraine war), we need to verify the identity of our customers from Russia and that they are not subject to sanctions.

Validation Process​

Intercom automatically sends a message to everyone with a Russian IP address.

Intercom Message

The message is sent to the email address of the user and it contains some questions to verify the user is not subject to sanctions.

We keep track of the contacted users in the following spreadsheet:

Bugfender Russia KYC

Suspending the account​

We need to suspend the account if:

  • After two weeks, if we don't receive a reply
  • The user answers YES to any of the questions

The way we suspend the account is by setting the suspended flag to 1 in the users table.

UPDATE users SET suspended=1 WHERE email IN (???)
DELETE FROM o_auth_bearer_tokens WHERE user_id IN (SELECT id FROM users WHERE suspended=1)

There's a recurrent Asana task to do this every 2 weeks. Currently, it's done manually by Aleix.

Email to the user​

Once the account is suspended, we send an email to the user to inform him that his account has been suspended.

Subject: Bugfender Account Suspended

Hi,

As of today, your account has been suspended. If you want to regain access to our tool, please remember to answer the required questions.

To answer the required questions, check for an email "Action required: We need to know more about you" some days ago.

Best,
The Bugfender Team

Customer complains his account has been suspended​

To reactivate the user account, we need to verify the user is not subject to sanctions. If he answers correctly to the questions, we reactivate the account. If he hasn't answered the questions, we ask him to reply to the message.

There's an Intercom macro called KYC suspended that asks the user to reply to the message.

There are two other macros:

  • KYC ok: If the user answers correctly to the questions.
  • KYC questions: If the user hasn't answered the questions yet and cannot find the original email.

Reactivating the account​

As soon as the user answers the questions correctly, we need to reactivate the account. To reactivate the account, we need to set the suspended flag to 0 in the users table.

UPDATE users SET suspended=0 WHERE email IN (???)

Once the account is reactivated, we need to send a message to the user to inform him that his account has been reactivated.

You can use the KYC ok macro to send the message if they have contacted via Intercom.