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Account recovery procedure

If the account owner is an @gmail, @hotmail or similar email provider​

We assume the account is for individual use and so we will not offer recovery.

If the account is paid, we can stop payments by verifying:

  • Name of cardholder
  • The last 4 digits of the card used
  • Date and amount of the last invoice sent by Bugfender

If the account owner is a corporate email address​

We assume anyone being able to verify the domain can also take over the email address of the owner of Bugfender’s account, so we will grant access on this basis.

Notification:

  • We send an email to the legitimate owner of the Bugfender account asking them if it is OK to transfer the account to the person who requested it (see email template at the bottom).
    • If there is response, act according to response
    • If there is no response in 2 business days, then we will assume it’s OK to proceed
    • If the email bounces, we will assume it’s OK to proceed

We will verify ownership of the domain name of the current Bugfender account holder. This can be done in parallel with the email confirmation. Ask if they can do domain verification or DNS verification:

  • Can you or someone in your team add a new TXT entry in your DNS?
  • Alternatively, can you or someone in your team receive email at postmaster@<corporate-domain>, administrator@, hostmaster@ or admin@ ?

Then do the verification:

  • If they can receive email, send an email there with a 6 digit random code (template at the bottom)
  • If they can alter the DNS of <corporate-domain>, ask them to create a TXT entry with text “bugfender-account-transfer=<6 digit random code>”

Email templates

Subject: IMPORTANT: Bugfender account ownership transfer?

Hi XXX,

We have received a request from XXXXXXXX to take over ownership of your Bugfender account. Before doing so, I would like to verify you’re OK with it. Do you authorize the account transfer?

Yours,

Subject: Bugfender account recovery for XXXXXXX

Hello,

We have received a request from XXXXXXX to take over ownership of the following Bugfender account: XXXXXX

In order to authorize the transfer, please provide the following code to our support team: XXXXXX

Thank you,