Email Conflict
How many accounts can be linked to one email?
There SHOULD be only one, unless there is an email conflict :)
How many accounts can a phone number be tied to?
Only one :)
Where can you find if a user has 2FA enabled?
Basic User Info Context Card
What does 2FA stand for?
Two Factor Authentication
A user mentions "someone has changed my password and is soliciting nudes from my friends! Help!" How should we action?
Route to Trust and Safety
"I've never signed up for Snapchat, but keep getting emails about an account I DID NOT CREATE."
Remove email conflict first touch
If a user has access to the correct email but loses their phone and has SMS 2FA enabled, what macro would be sent?
SMS enabled and lost access
How many usernames can pop up attached to the same email?
An unlimited amount (trick question)
How many forms of 2FA can be enabled on an account?
TWO: SMS and OTP
We receive the following message "I don't know my snapchat code and I want my locked pictures, can you reset it?"
From the use of code and locked pictures we can assume this is for My Eyes Only, this is Routed to General Support.
"Every single time I reset my password it goes to my other account. I want this one!!! My email is linked to both accounts"
Route to L2
"Help someone is impersonating me. My account is mike_mike1 and someone made two accounts mike_mike11 and mike_mike111. My friends say they are using my name!!!"
Route to Trust and Safety
Before searching a phone number, what must be entered?
If a mobile number is verified with 2FA on an account, can it be verified again?
No
Someone writes in demanding data. What do we do?
Route to DMD
"Someone signed up using my daughters email"
Route to L2
What are the two reasons users would not be able to verify their phone number?
Mobile verified on another account & phone locked for suspicious activity
What are the three ways we can search for users in SnapOrca?
Username, Phone Number, Email.
How can a user bypass 2FA when logging in?
We get a ticket that says "Help! I've been hacked!! How do I solve this?" What do we do?
Route to L2!
"Help my son can't get into his account. He made it last year when he was 11 but I set it up using my info. He made a new account so now he can't log in to the old one"
Why would a user's First and Last name be appearing under a different username besides their own?
If we see in the Email events and email has been 'bounced' how do we handle?
Route to L2
If a parent writes in requesting 2FA be removed from their child's account and provides correct information, can we assist?
No, 2FA cannot be removed
We receive the following "I am a law enforcement officer badge #12345, I am reaching out to you in regards to a 12 year old user who is a victim of a bullying case and we need access to her chat history."
Although the inquiry is coming from a law enforcement office, it also is referencing a 12 year old user. Which we do not allow on our platform. This needs to be escalated to trust and safety (third party person claiming a user is 12)