Support ticket #847: a 19-day odyssey

I keep about thirty client sites running. Here's what happened with my last support ticket:

• Day 1: I requested a password reset for my account ending in 7392
• Day 3: Automated verification email sent; I didn't see it
• Day 5: Tier-1 agent requests photo ID and last 4 digits of payment method
• Day 7: I provided documentation
• Day 9: Account flagged for manual review due to geographic IP mismatch
• Day 12: Escalation to Tier-2 security team
• Day 14: Additional verification requested: original signup confirmation email
• Day 16: I couldn't locate my 2021 confirmation email
• Day 19: Direct engineer intervention resolves via alternate verification path

No phone support to call and hurry things along, just tickets. I'm reviewing whether I want to keep client sites here given how long identity verification can take.

Caramba! 19 days for password reset! Nossa, I have never seen this...

I had problem with GreenCloudVPS one time, they reset in 2 hours. But I send selfie with passport and my face and today newspaper, maybe I looked too desperate. They probably think "this brazilian is crazy, give him access before he send more photos"

Hetzner, you are not wrong to verify, but 19 days is not security, is punishment. The customer is not remembering email from 2021, nobody is remembering this.