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Why isn't there a "Need More Help?" button on the Lost Password page?

  1. While starting my volunteering journey on WordPress.com support forum from today, I discovered what seems like a User Experience loophole.
    Let me elaborate;

    #1 http://en.support.wordpress.com/passwords/
    #2 http://en.support.wordpress.com/account-recovery/

    Both these links provide pretty much the same information for the account recovery process. Why so? Not only is that highly redundant, but it is also a bit confusing.
    I'll explain why.
    Link #1 says to "Just click Need More Help? on the Lost Password page." if the user lost access to his/her primary email address, or didn’t add an SMS number for recovery. However, there is no "Need More Help?" button on that page.
    Even Link #2 says the same thing, except for the fact that it provides a direct link an Account Recovery Form which the "Need More Help?" button is supposed to be linking to, if it existed.

    So, 2 things are wrong in this scenario:
    1. Redundant information
    2. No direct way for a user to access the Account Recovery Form apart from Link #2 in the documentation.
    Users should be able to see a way to reach this form via the Lost Password page itself. This is a really big UX issue which should be brought to the core team's attention.
    To clarify - I'm not suggesting to add a new button, instead I'm asking why it isn't already there when the documentation says it should be.

    P.S. A search revealed that 2 users had previously pointed to this issue, but nothing was done about it, at least not anything that's publicly stated.
    http://en.forums.wordpress.com/topic/need-more-help-button-missingno-account-access?replies=3
    http://en.forums.wordpress.com/topic/need-more-help-button-missing-help?replies=2

    The blog I need help with is niketraja.wordpress.com.

  2. In case you need it while waiting for a Staff response, here's the account recovery process link:
    https://en.wordpress.com/wp-login.php?action=recovery

    I wouldn't be surprised to find that Staff disable the "Need More Help" link on the password recovery form when they have a backlog. They are known to do the same thing when they are off to meetups, have a backlog ie. they disable the support link and create the crazymaking loopback to these support forums.

  3. @niketraja
    May I suggest that having your username link to a site that has advertising on it for Recommended WordPress Hosts – SiteGround & WPMU-Hosting may not be a good plan? Most bloggers who post here are brand new bloggers, who do not know the differences between WordPress.COM and WordPress.ORG and we Volunteers are careful not to confuse them. http://en.support.wordpress.com/com-vs-org/

  4. I am already aware of that link, timethief. But, thanks anyways!

    except for the fact that it provides a direct link an Account Recovery Form

    I would like to see what a Staff member has to say about why that button doesn't exist before I make my own assumptions and criticize on the basis of that.

    They are known to do the same thing when they are off to meetups, have a backlog ie. they disable the support link and create the crazymaking loopback to these support forums.

    "known"?
    Well, IF that is the case, I don't think it's a good practice to do so.
    if they have a backlog, it doesn't make much sense removing the button from the Lost Password page cause it anyways directly accessible via the link you pointed out.
    Also, from what I saw, the primary proof required for account verification is the transaction ID (I don't see how the user would have the activation URL or 2 factor auth codes if he/she doesn't have access to the email and hasn't registered his number, which is what this form is for in the first place.) So, assuming this form is mainly useful for upgraded members, would you want them to have such a user experience when they're paying for your service?

    P.S. Removed the link to my blog. But, I think I was well within my rights to link to it if I wanted to (which I don't, so let's not argue over this over here).

  5. Thanks for your feedback, and welcome to the ranks of forums volunteers. We're always happy to have more folks helping out around here. :)

    We are continuing to discuss and revise our account recovery process, including how the lost password form functions.

    Our goal is to make it as easy as possible for legitimate users to regain access to their accounts while maintaining strong security and protection against illegitimate attempts to gain access to accounts. This is an ongoing discussion, so there will likely continue to be changes in how this process works over the next several months.

    If users cannot access their account, always first direct them to https://en.wordpress.com/wp-login.php?action=lostpassword

    If that isn't sufficient, they are welcome to post in the forums, and we will contact them via email if necessary.

  6. We are continuing to discuss and revise our account recovery process, including how the lost password form functions.

    Glad to know that it's "under consideration".

    Just thought you should reflect such changes in the support document too.
    Plus, as I said in my previous posts, I don't really see a reason as to not keep that button.

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