a1dert/lh-tickets-test — Issue #321: Customer has problems registering
Author: a1dert
Created: 2011-11-30 12:06:03+00:00
State: open

Imported from lighthouse. Original ticket at: http://redtape.lighthouseapp.com/projects/59696/tickets/260. Created by Matthew Stibbe - 2011-05-27T14:02:47Z

This customer has set up an account but can't actually log in. I enclose the full email trail so you can see what is happening.

Please can you look into this urgently.

(This problem has also been reported by a friend of mine trying to log into the system).

Yep, the account activation email arrived fine, and I clicked on the link - that brought me to the initial login page (with the "Your company account has been created" pop-up).

After a few attempts failing to login, I went and clicked the activation link again, just to be sure, and this second time gave me a message that the security token was invalid (or something similar to that). From this, I deduced that the first activation attempt was successful (as I hadn't seen a similar message previously).

(No matter how many times you check & double-check before release, there's always something waiting to trip you up... as I discovered when we issued our last-but-one public beta release for Amulet, and found afterwards that it crashed & burned when installed on a Media Center with no TV support configured; oops! Had been working fine in every release prior to that...)

Cheers,

Eddy

From: Matthew Stibbe [mailto:Matthew@stibbe.net]
Sent: 27 May 2011 11:51
To: Eddy Carroll
Subject: Re: Tiny glitches

Good news and frustrating news.

Question: did you get the accout activation email? Did you click on the link in that?

Matthew

Matthew Stibbe
Written on my iPhone - please forgive any typos
Writer-in-chief
Articulate Marketing
Website: www.articulatemarketing.com
Blog: www.badlanguage.net

On 27 May 2011, at 11:44, "Eddy Carroll" wrote:

Hi again Matthew,

I just created limelight.turbinehq.com (under the email address eddy.carroll@limelight.ie).

The signup process / credit card stages all went very smoothly, as did the confirmation email. However, when I click through to the login page (or indeed just manually enter limelight.turbinehq.com into my browser), my login name 'eddy' and password, while appearing to be accepted, just bring me back to the login page once more. (If I enter different login details, they are rejected.)

I tried logging in with my email address rather than user ID, and that too was rejected.

No doubt it's something straightforward to fix, but definitely a bit confusing for a new user.

(Also, a tad confusing - every time I visit that page, I get the popup "Company account was successfully created" with a close box -- presumably that would go away the first time I logged in successfully?)

Regards,

Eddy

From: Matthew Stibbe [mailto:Matthew@stibbe.net]
Sent: 21 May 2011 12:12
To: Eddy Carroll
Cc: Matthew Stibbe
Subject: RE: Tiny glitches

Hi Eddy,

We have fixed the last two of the three things you reported – thank you very much.

The tab order on the comment page is more of a matter of preference or opinion and so I’ve told the developers to focus on fixing some other little glitches rather than spend time changing that.

I hope you’ll consider signing up. I hope the credit card thing is not an obstacle – we don’t bill for 30 days even if you were paying but in your case, I’ll go straight into the merchant account and cancel your recurring payment so you won’t pay a bean.

However, if it is a concern or a barrier, we can wait a few weeks and we’ll get the new payment mechanism live which doesn’t take a credit card when you first register. If there’s something else that’s causing you a concern or delay, please let me know and I’ll try to resolve it ASAP so you can start enjoying your 12-month free beta trial period.

Cheers,

Matthew

From: Eddy Carroll [mailto:eddy@amuletdevices.com]
Sent: 18 May 2011 02:36
To: Matthew Stibbe
Subject: Tiny glitches

Subject: Tiny glitches

Name: Eddy Carroll

Email: eddy@amuletdevices.com

Company: Amulet Devices

Message: Hi Matthew,

Very impressed with my first look at Turbine – a relatively straightforward application but exceptionally well executed. (The look & feel will be very familiar to 37 Signals users.) Also pleased to read that an Expenses module will be here soon — that was the most glaring ommission when first read the feature set.

A couple of very minor glitches I noticed:

- On the Contact form (the form I’m using right now), the tab order when navigating through the fields is slightly counter intuitive: Name -> Email -> Company -> Subject, whereas I’d have expected Name -> Company -> Email -> Subject.

- At the bottom of the News page, a note says ”This conversation is missing your voice. Take five seconds to logged in or sign in to post a comment.”; I presume that should be ”..to log in”.

- The bottom of the Tour landing page includes a link to the FAQ, which goes to http://turbinehq.com/helpsupport/faq-and-guidelines/ – but it’s currently blank. (It was producing a 404 earlier, so maybe it’s in the process of being fixed fully.)

If these are the worst teething problems you encounter, of course, you’ll be doing pretty well…

Cheers,

Eddy

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