Account Access & Authentication
Mention two different ways a user can verify ownership
of an account.
Double points if you mention all!
Credit card verification, matching the admin’s email domain, or AHC verification.
A customer says, “Apollo says I’ve been blocked for 24 hours, but I haven’t done anything wrong.” What should you do?
Verify in the activity log that the user is blocked, and then escalate the case to the Blockages team
A customer says, “I forgot to cancel my subscription, and it renewed today. Can I please receive a refund?” Mention at least two things you must check before proceeding.
Double Points if you name them all!
Check:
● How much of the subscription has been used.
● How long it has been since the renewal.
● Whether the customer has received any previous refunds, as shown in the activity log.
● Whether this was their first payment.
A customer contacts Support because they want to delete their account but cannot find a way to do so. What steps should you follow?
Explain the consequences of deleting the account, including the applicable recovery window and when the deletion becomes permanent. Once the customer provides clear acknowledgement, proceed with the deletion.
Which Mexican singer broke an apple with her head?
Belinda
What login methods does Apollo support?
Email and password; sign-in with Google, Microsoft, or Apple; and SSO.
A user reports that their account was suddenly deleted.
In TP, you find the following update: “Apollo system added an update: Team auto-blocked by behavioral analyzer.” What should you do next?
Escalate the case to the Blockages team.
A customer reports losing a large number of credits because “Qualify Account and Contact” was enabled without their knowledge. They demand a full refund of the credits used. Should you provide the refund, and what else should you do?
Yes. Refund the credits, show the customer how to disable the relevant fields, and explain how the feature works.
A user requests account recovery but cannot verify ownership. Should access be restored?
No. Restoring access without adequate proof of ownership could expose the account to unauthorized use.
Complete the song:
You are____
The one____
_____ when I say
I want it ______
You are my fire
The one desire
Believe when I say
I want it that way
What is the first thing you should check when a user suddenly stops receiving their authentication codes?
Check Customer.io.
A user sees the following message: “Action temporarily blocked because of past suspicious behavior. Please try again in one hour.”
Should this be escalated to the Blockages team?
No. Advise the user to wait one hour and ensure they are not using any scraping extensions.
A customer’s subscription currently renews on the 28th of each month, but they want to change their billing date to the 1st. Can we change it? If not, what is the best workaround?
The billing date cannot be changed directly. The workaround is for the customer to cancel the subscription completely and repurchase it on the date they want it to renew each month.
What is the grace period for recovering a deleted account?
14 days.
Name 3 main characters of the TV sitcom Friends
Rachel, Monica, Phoebe, Joey, Chandler & Ross
A customer has repeatedly requested a password reset, but all requests appear as “suppressed” in Customer.io. What should you do next?
Contact the Marketing Lifecycle team so they can unsuppress the customer’s email address.
A customer is trying to create a new account but keeps seeing the message: “Cannot sign up at this time. Please contact Sales.” What causes this error?
The domain the customer is using to create the account is blocked. Confirm the restriction with the Blockages team.
A customer with two seats on the Professional plan wants to downgrade to two seats on the Basic plan, but their account has a coupon. How should you proceed?
Check whether the discount applies per seat or to the account as a whole, and review the coupon details. Help the customer downgrade, then apply the appropriate discount after receiving approval from your team lead.
A customer reports losing all their data after accepting an invitation to join another team. Why did this happen, and can their data be recovered?
Accepting an invitation to another team automatically deletes the user’s original workspace. Unfortunately, this action cannot be undone, and the data cannot be recovered.
Which urban subcultures fought at the Insurgentes' roundabout on March 16, 2008?
Double points if you can tell me who stopped the fight!
Emos VS Punks
Double Points: Hare Krishnas
A non-admin user contacts Support because they want to set up SSO for their team. How should you guide them?
Explain that SSO must be configured by an admin on their side.
A user receives the following message:
“Our system shows that multiple accounts have been created using the same IP address, which is considered a violation of our Terms of Service. This is a permanent block, meaning you will not be able to use Apollo moving forward.”
Should this still be escalated to the Blockages team?
Yes, only blockages can confirm they are permanently blocked.
A customer reports losing 100,000 credits after asking the AI Assistant to create an enriched list. During a previous interaction, another agent already explained how the feature and its credit costs work and issued a courtesy credit refund. Can another one-time courtesy be provided?
No. Explain that the previous refund already served as their one-time courtesy and that an additional refund cannot be provided.
If a customer cannot complete credit card verification, what other form of ownership verification can you request to help recover the account?
Proof of domain ownership.
Which is Scotland's national animal
The Unicorn