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Rick Watts avatar image
Rick Watts asked ·

Sorry, we don't recognize your email address.

My team has been using the free version of Glip for over a year. We find it very useful and have a significant number of projects in it. This morning, when I attempted to log in using the same email address that was used when I signed up I get the following message "Sorry, we don't recognize your email address." Thinking I may have entered the wrong address I clicked "Login with Google". It logged me in but my dashboard is empty, as if I'm a new user. (My regular work email is an alias for my institutional gmail account so is likely treated as a new different user by Glip). I went back through my emails, found my original registration message and confirmed that my original login  address was correct.

It looks like my original account no longer exists and I cant access any of my teams or tasks in Glip. I checked with two of my colleagues and they have the same problem. This is over a year of work that I can't access. Please help!

Rick.
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hi Rick,

Since you have the Glip Only account, please contact our Support Team by opening a New Case here
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I'm terrified of this happening... Saadet, can you reassure Glip users that if this happens, accounts can be recovered?
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Hey Timm,

I don't have that type of information but you can email our Glip team at support@glip.com regarding this.
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Rick Watts avatar image
Rick Watts answered ·
So here's the problem...
  1. When someone creates a Glip account (let's call them UserA, Glip looks at the domain name in their email. If they are the first user from that domain they are automatically set as the domain administrator. They are not told they are the domain administrator and are offered no option.
  2. When another person with the same domain creates an account (let's call them UserB) they are automatically assigned to the same "team" in Glip. They are not offered any other option and they do not know that they have a domain administrator. 
  3. UserA knows nothing about UserB and UserB knows nothing about UserA. They do appear in each other's dashboards but it could be assumed that's just for convenience. It is in no way obvious that the two user accounts are dependent on each other.
  4. When UserA deletes his account he is automatically deleting ALL ACCOUNTS FOR THE DOMAIN. when he has no idea that he is responsible for these accounts. NONE OF THE OTHER USERS ARE WARNED BEFORE THEIR ACCOUNT IS DELETED.
My employer administers tens of thousands of email addresses. The domain administrator could have been anyone of these. As a result of this problem, myself and EVERY OTHER USER AT OUR INSTITUTION has lost their Glip accounts. For me that was over a year of project tracking data and notes for more than twenty projects.
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Woah! That's insane! Thanks so much for sharing.

Let's say User A adds User B an administrator. If User A deletes their account, will User B (as the remaining admin) retain the account?

Scary stuff!
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I have no idea. I've been reluctant to do too much in Glip since my account was deleted!
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