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

When a user loses access to their TOTP authenticator (e.g. lost phone), they submit a 2FA reset request through the platform's account recovery flow.

Process:

1. Go to 2FA Reset Requests in the sidebar
2. Open a pending request
3. Verify the user's identity — check their email, account creation date, and recent activity match what they claim
4. If satisfied: click Approve Reset — the user's TOTP is cleared and they log in via OTP email on next attempt
5. If not satisfied: click Reject with a reason

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 users can submit an appeal through the platform. Appeals appear here for review.

Process:

1. Go to Suspension Appeals in the sidebar
2. Open the appeal
3. Review the original suspension reason (in the audit log) and the user's appeal statement
4. Check whether the underlying issue has been resolved
5. Approve (reinstates the account) or Reject (keeps suspension in place) with documented reason

For notary suspension appeals, consult the compliance team if the suspension relates to an NPN issue.

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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.