Oh Snap + Snapchat
What is an escalation and where does it go?
An escalation is a ticket that is not a locked account, sign up issue, or log in error and they are escalated to Zendesk for the team in Santa Monica.
What are three common reasons an account may become locked?
Third-party app usage, suspicious activity with no verified information, logging in from a known malicious IP address, or spammy behavior
What does this error mean: CLOUD_HOSTING_SERVICE_IP?
This error may appear on login for accounts that are using VPNs.
What is a Recovery Code?
A Recovery Code is a 10 digit number that a user can choose to generate and store when enabling Login Verification
What is the minimum age someone must be to open a Snapchat account?
Users must be 13 years old to have a Snapchat account
What is the name of the report that allows users to see information like their Friends or Snapchat Search History?
Download My Data
What are the three types of locks that could be on an account?
Temporary Static Lock, Temporary Time Based Lock, and Permanent Lock
Is it a login issue if someone tries to login using the email sam123@gmail.com but their email is really sam.123@gmail.com?
What are the two ways we can contact a user in order to reset their password?
SMS or Email
What does COPPA stand for?
COPPA is the Child Online Privacy Protection Act
Under which field in Oh Snap do we check if an account is locked?
Account Status
What kind of locks with Third Party Application Usage and Spamming trigger?
Time-Based Locking
What is a sideload download?
A sideload download is when an application is downloaded to a phone or computer through a usb or other means than the app store.
Fun Question: What is the mascot of Snapchat?
Ghost Faced Chillah
What is the highest priority in terms of information for prioritization?
Trust and Safety
For login errors, which section of Oh Snap do we investigate to find a reason or error code?
Login History at the bottom of the page and then Status.
How do we know in Oh Snap when an account has been successfully unlocked?
Check the Account Status and the Account History (New Value). Both should be 'OK'.
Fun Question! Brooklyn was bit by which animal?
What are two common words we see for Password Resets?
What is the new European Law that helps protects citizen's online data privacy? (Hint: You can just state the acronym).
GDPR - General Data Protection Regulation
What action must you take after your shift when you are leaving Oh Snap?
Remember to Dump Remaining requests!
What is the definition and an example of Spam?
Spam is the mass sending of unsolicited snaps, friend requests, or chats. One example can be weight loss advertisements.
What does "fail_ip_login_rate_limited" mean?
When there are too many login requests from a specific IP address within a very short amount of time.
Can my friend change my password to keep my snapstreaks? What are snapstreaks?
No, we do not give out or change user information for people who do not own the account. Snapstreaks mean you and your friend have Snapped each other (not chatted) within 24 hours for more than three consecutive days.
If someone dies, can we give their account to their loved ones in order to save their "Memories"?
No, we can delete the account if we are provided a death certificate but we do not give access to the account to anyone.