Support Operations

Required permission: Support group (specific permissions vary by operation)

This page covers the day-to-day support tools available to the Support group.

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2FA Reset Requests

Permission: support.2fa_resets

Clients and admins can reset their own 2FA without support involvement — either by entering their current authenticator code, or by requesting a one-time email OTP from their profile (Account → Security → Reset 2FA). The support queue is therefore primarily used for notary 2FA resets, which require identity verification because notaries cannot self-reset.

When a notary loses access to their TOTP authenticator and has no backup codes, they submit an account recovery request through the login screen.

Process:

1. Go to 2FA Reset Requests in the sidebar
2. Open a pending request
3. Verify the user's identity — review the uploaded government ID and live selfie, and check the account email, creation date, and recent activity match what they claim
4. If satisfied: click Approve Reset — the user's TOTP is cleared and they receive an email prompting them to re-enrol their authenticator
5. If not satisfied: click Reject with a reason explaining what to resubmit

Important: Do not approve a reset without adequate identity verification. This is an account takeover vector if handled carelessly.

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Suspension Appeals

Permission: support.suspension_appeals

Suspended notaries can submit appeals through their Suspension Portal during the active grace period. These appear in the Suspension Appeals queue for review.

Viewing Appeals

1. Go to Suspension Appeals in the sidebar
2. The queue lists all notaries with active suspension appeals, sorted by most recent message
3. Click an entry to open the full conversation thread

The Conversation Thread

Appeals are structured as a back-and-forth conversation, not a single submission. The notary can send multiple messages; admins can reply to each. The thread shows:

• Each message with sender type (notary or admin), timestamp
• The original suspension reason at the top for context

To reply:

1. Type your response in the reply box at the bottom of the thread
2. Click Send — your reply appears in the thread immediately and is visible to the notary in their portal

Use the thread to request additional information, provide context on the suspension, or communicate the outcome before making a reinstatement decision.

Resolving an Appeal

After reviewing the thread and any supporting information:

• Reinstate — go to Notary Approvals, open the notary's drawer, and click Reinstate Notary. Any admin with approvals.write can do this, not just the suspending admin.
• Maintain suspension — reply in the thread to inform the notary of the decision and the reason. No system action needed.

For suspensions related to an NPN registry issue (SUSPENDED_EXTERNAL), consult the Compliance team before taking any action — those suspensions are registry-driven and may clear automatically.

Grace Period Expiry

Once the grace period ends, the notary loses access to the portal and can no longer send messages. The thread is preserved in the admin panel for audit purposes. If a notary contacts support after expiry, handle the reinstatement request via the Notary Approvals drawer directly.

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Waitlist Management

Permission: support.waitlist

Users on the Pro or Elite plan waitlist (where capacity is limited) appear here.

Process:

1. Go to Waitlist in the sidebar
2. Review pending applicants
3. Approve — activates their subscription and removes them from the waitlist
4. Reject — notifies them that their application was unsuccessful

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Failed Operations

Permission: support.failed_ops

The Failed Operations queue captures background jobs and API calls that failed after retries. Use this to investigate and manually resolve platform errors.

Common entries:

• Failed payout transfers (Paystack webhook not received)
• Failed email dispatches
• ENR check failures
• Webhook delivery failures

Process:

1. Go to Failed Operations in the sidebar
2. Identify the operation type and affected record
3. Investigate — check external service status if appropriate
4. Retry if the underlying cause is fixed, or Dismiss with a note if it needs no action

Persistent failed operations that can't be resolved at the support level should be escalated to engineering.

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Support Tickets

Users can submit support tickets through the platform's help interface. Tickets are routed to the Support group.