Closed Bug 1897066 Opened 1 year ago Closed 1 year ago

Update SUMO articles regarding Mozilla accounts password reset process

Categories

(support.mozilla.org :: Knowledge Base Content, enhancement)

Product:
support.mozilla.org
Component:
Knowledge Base Content
Type:
enhancement

Tracking

(Not tracked)

Status:
RESOLVED FIXED

People

(Reporter: vzare, Assigned: dgalindo)

References

Details

Did you check out the steps and FAQs for submitting requests to the CX content team? (yes or no)? [REQUIRED]

**Note: Learn more at https://mozilla-hub.atlassian.net/wiki/spaces/MSS/pages/21430745/Mozilla+Support+Content **

YES

IMPORTANT NOTICE: FOR TIMELY PUBLICATION, CONTENT REQUESTS MUST BE SUBMITTED AT LEAST 14 DAYS BEFORE THE RELEASE DATE, ENABLING THE SUMO TEAM TO MAKE THEM LIVE WITHIN 48 HOURS POST-RELEASE. PLEASE ENSURE THAT ALL SUBMITTED INFORMATION, INCLUDING FEATURE DETAILS AND VISUAL ASSETS, IS FINAL. IN THE EVENT OF ANY UNFORESEEN CHANGES OR DELAYS NECESSITATING A PUSH TO A SUBSEQUENT RELEASE, PROMPTLY INFORM US TO PREVENT PUBLISHING AS PER THE ORIGINAL SCHEDULE.

Is the content restricted to staff or under embargo (yes or no)? [REQUIRED]

Note: If yes, ensure 'Advanced Fields' are visible by selecting 'Show Advanced Field' at the top right, then scroll to 'Security' and check 'Confidential Mozilla Employee Bug (non-security)'.'

NO

Product (ensure to select only one product for each ticket. If your request involves multiple products, file an individual Bugzilla for each)

Choose one below and delete others. [REQUIRED]

Mozilla Accounts

Select the type of request.

Choose one or more below and delete others. [REQUIRED]

KB content update/ new content

Please provide a summary of the request and outline any user-facing changes. [REQUIRED]

As discussed, we have redesigned the password reset flow and will need to update some existing articles + create 1 new article.

Summary of updates:

  • Design update
  • Copy update to clarify which data is preserved and which is lost when resetting without an account recovery key, and reduce confusion around how non-sync customers don't lose any data if they reset their password without a recovery key
  • Replacing password reset link with password reset code
  • 2FA customers will need to complete 2FA verification in order to reset their password
  • 2FA customers who have and can provide recovery key, will not be required to do 2FA verification
  • After a successful password reset, a new recovery key is generated for customers who used one during the process

The following existing articles will need to be updated to reflect the new design:

The following NEW article will need to be created:

  • How to get your sync data back if you are logged in to another device or have a local copy of your data on another device.

Are the user-facing changes mentioned above final? (yes or no)? [REQUIRED]

YES

Is this an on- or off-train release? Please indicate the product version number, if applicable, and add it to the end of the Summary field using the format of: Summary [Product V123]. [REQUIRED]

NA

What is the anticipated release date? [REQUIRED]

Note: Content is typically published at, or within, 48 hours of the release.

This feature will be launched on June 12, 2024

Does the content need to be published prior to the release date? If so, when? [REQUIRED]

Note: If you don’t let us know if this date changes, it will be published on this date

No

Does the content need to be localized in any languages outside of EN-US? If yes, please indicate which languages. [REQUIRED]

Note: A minimum of 10 days is required for translation requests.

Same as other MzA articles

Please include any related JIRA/Github/Bugzilla tickets, documentation, demos or practical use cases. [REQUIRED]

https://mozilla-hub.atlassian.net/browse/FXA-9545

Please include links to any design assets, visuals, figma files, etc. [REQUIRED]

Note: Ensure to submit only final visual assets relevant to the Production release, excluding Nightly or Beta images, and favor 'Light mode' UI screenshots over 'Dark mode'

FIGMA: https://www.figma.com/design/8NqLKthkW1CWXFgmMv2qLj/Password_reset_flow_2023?node-id=1805-37550&t=mP8zkVrKbtxYzzEJ-0

Please add instructions for testing that will enable us to replicate the expected product behavior. [REQUIRED]

Does the content need approval before publishing? If yes, identify the one approver responsible for this task.

Note: Minor changes such as string updates are directly handled in SUMO, and will not lead to the generation of a pre-publishing draft. [REQUIRED]

YES

@dayani Brittany and I have already started working on a draft here: https://docs.google.com/document/d/1sObWw7FsdM3_TPLbKQpqj-xrUNUcRo3urawun_-GCrE/edit

We will try and get that finished and ready for your edits/changes ASAP.

Assignee: nobody → dgalindo
Status: NEW → ASSIGNED

Related KB template (in case it needs updating): https://support.mozilla.org/en-US/kb/templateresetmozillaaccount

Status: ASSIGNED → RESOLVED
Closed: 1 year ago
Resolution: --- → FIXED

(In reply to breid from comment #5)

The below KB articles can be archived now that the new article has been published:
https://support.mozilla.org/en-US/kb/how-reset-your-password-without-account-recovery-keys-access-data
https://support.mozilla.org/en-US/kb/reset-your-firefox-account-password-recovery-keys
https://support.mozilla.org/en-US/kb/i-forgot-my-firefox-account-password-and-i-cant-log-in-to-mozilla-vpn

There are many other articles that link to the above articles. See:
https://support.mozilla.org/en-US/kb/how-reset-your-password-without-account-recovery-keys-access-data/links
https://support.mozilla.org/en-US/kb/reset-your-firefox-account-password-recovery-keys/links
https://support.mozilla.org/en-US/kb/i-forgot-my-firefox-account-password-and-i-cant-log-in-to-mozilla-vpn/links

Instead of archiving, I think might be better to either update each article by adding a a note at the top that links to the new article, or else redirect each article to the new one by replacing the content with the following: REDIRECT [[How to change or reset your Mozilla account password]]

(In reply to breid from comment #5)

The below KB articles can be archived now that the new article has been published:
https://support.mozilla.org/en-US/kb/how-reset-your-password-without-account-recovery-keys-access-data
https://support.mozilla.org/en-US/kb/reset-your-firefox-account-password-recovery-keys
https://support.mozilla.org/en-US/kb/i-forgot-my-firefox-account-password-and-i-cant-log-in-to-mozilla-vpn

For the record, someone (Dayani?) moved these articles to the Administration category, instead of archiving them. See:

When you archive an article (by editing the article metadata to mark it Obsolete) a banner is added to the top of the article which says (quote)
This article is no longer maintained, so its content might be out of date. The article is also hidden from search results. Moving an article to the Administration category doesn't add any information that the article is outdated, although it does hide it from search results.

I'll reopen this bug, since I have revisions pending review to add the following note to the top of each article, with {warning} markup:
This article may include outdated content. Please see How to change or reset your Mozilla account password for current information and instructions. That information is needed since, like I said earlier, many other articles link to those articles.

If my revisions are approved as ready to localize, the articles need to be moved back to the "How to" or "Troubleshooting" category so that they appear on the localization dashboards (see bug 1395242). Afterwords, they can be archived, or else moved back to the Administration category if that's what Dayani wants.

Status: RESOLVED → REOPENED
Flags: needinfo?(dgalindo)
Resolution: FIXED → ---

(In reply to Alice Wyman from comment #7)

(In reply to breid from comment #5)

Hi Alice! Appreciate all the help here. I’ve approved your revisions and moved the articles back to ‘How to’ so L10N can start.
Dayani, could you keep an eye on L10N and time it right for archiving?

Flags: needinfo?(dgalindo)
Flags: needinfo?(dgalindo)

(In reply to vzare from comment #0)

The following existing articles will need to be updated to reflect the new design:

For the record, https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information hasn't been updated yet.

Neither has https://support.mozilla.org/en-US/kb/im-having-problems-my-firefox-account#w_how-do-i-change-my-mozilla-account-password ... which includes the following content:
=How do I change my Mozilla account password?=
You can change your password from the [https://accounts.firefox.com/settings Mozilla account settings page] by following these steps:
[[Template:changesyncpw]]

Does Template:changesyncpw also need an update? That template is also being used by the https://support.mozilla.org/en-US/kb/suspicious-activity-my-firefox-account article (and by some archived articles).

Flags: needinfo?(lsiebert)
Blocks: 1930743

(In reply to Alice Wyman from comment #9)

(In reply to vzare from comment #0)

Thanks, Alice, for catching this! About the template — it definitely needs an update. Do you think we could just point users to the new article (bug 1930743) rather than including the steps in multiple places? I checked the articles you mentioned, and yes, they’ll need some updating. Dayani, when you have a minute, could you review them? I think they should also link to the new article (maybe using anchors?).

Flags: needinfo?(lsiebert)

(In reply to Lucas Siebert from comment #10)

(In reply to Alice Wyman from comment #9)

(In reply to vzare from comment #0)

Thanks, Alice, for catching this! About the template — it definitely needs an update. Do you think we could just point users to the new article (bug 1930743) rather than including the steps in multiple places? I checked the articles you mentioned, and yes, they’ll need some updating. Dayani, when you have a minute, could you review them? I think they should also link to the new article (maybe using anchors?).

I would just update Template:changesyncpw. As for the new article, How to change or reset your Mozilla account password, much of its content was already covered in existing articles (some of which you now want to archive). The new article was supposed to cover (from the bug description)
How to get your sync data back if you are logged in to another device or have a local copy of your data on another device.

(In reply to Alice Wyman from comment #12)

Hi Alice! The new article combines all password reset scenarios in one place. The PSM requested it, as it’s linked to the Zendesk templates that frontline agents use when helping users locked out of their accounts or needing data recovery after a reset.

(In reply to Lucas Siebert from comment #13)

(In reply to Alice Wyman from comment #12)

Hi Alice! The new article combines all password reset scenarios in one place. The PSM requested it, as it’s linked to the Zendesk templates that frontline agents use when helping users locked out of their accounts or needing data recovery after a reset.

OK, just my opinion but you could make the new article an overview of the reset scenarios and link to details in the updated existing articles.

(In reply to Lucas Siebert from comment #11)

Flagging this as they may also need review:

See https://support.mozilla.org/en-US/kb/change-your-firefox-accounts-password/history
I have a revision pending to replace the steps with [[Template:changesyncpw]] (they're the same). When you update Template:changesyncpw the articles that use it will also be updated.

I submitted a revision to update Template:changesyncpw - see https://support.mozilla.org/en-US/kb/templatechangesyncpw/history

In case it helps, I also created a new Template:ChangeMozillaAccountPW that's pending review. See https://support.mozilla.org/en-US/kb/templatechangemozillaaccountpw/history

The content of Template:ChangeMozillaAccountPW is copied from the https://support.mozilla.org/en-US/kb/how-change-or-reset-your-mozilla-account-password article's "Change your Mozilla account password" subsection Change your account password while signed in. I was thinking, if approved, it could be used to replace the content of that subsection, as well as replacing the steps in the https://support.mozilla.org/en-US/kb/change-your-firefox-accounts-password article. It could also be used in articles that currently use Template:changesyncpw for example,
https://support.mozilla.org/en-US/kb/im-having-problems-my-firefox-account#w_how-do-i-change-my-mozilla-account-password ... which includes the following content:
=How do I change my Mozilla account password?=
You can change your password from the [https://accounts.firefox.com/settings Mozilla account settings page] by following these steps:
[[Template:changesyncpw]]

Status: REOPENED → RESOLVED
Closed: 1 year ago → 1 year ago
Flags: needinfo?(dgalindo)
Resolution: --- → FIXED

(from comment #9)

(In reply to vzare from comment #0)

The following existing articles will need to be updated to reflect the new design:

For the record, https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information hasn't been updated yet.
Neither has https://support.mozilla.org/en-US/kb/im-having-problems-my-firefox-account#w_how-do-i-change-my-mozilla-account-password ... which includes the following content:
=How do I change my Mozilla account password?=
You can change your password from the [https://accounts.firefox.com/settings Mozilla account settings page] by following these steps:
[[Template:changesyncpw]]

See https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information/history I submitted a revision to the I've lost my Firefox Sync account information - What to do article to add this note with {warning} markup to the top of the article:
This article may include outdated content. Please see How to change or reset your Mozilla account password for current information and instructions.

https://support.mozilla.org/en-US/kb/im-having-problems-my-firefox-account#w_how-do-i-change-my-mozilla-account-password should no longer need updating since it uses the now updated Template:changesyncpw

Status: RESOLVED → REOPENED
Flags: needinfo?(lsiebert)
Resolution: FIXED → ---

(In reply to Alice Wyman from comment #18)

Hi Alice! Thanks again for all your help! I’m moving the needinfo to Dayani, as she’s the writer who handles Mozilla accounts content. She’ll review your submissions and make sure everything is finalized. Regarding Template:changesyncpw, I’m fully on board with using templates - they’re incredibly helpful for simplifying future maintenance. Since I’m not as familiar with the Mozilla Accounts support content, I’ll leave it to Dayani to identify how the template can be applied.

Flags: needinfo?(lsiebert) → needinfo?(dgalindo)

(from comment #16)

<snip>
In case it helps, I also created a new Template:ChangeMozillaAccountPW <snip>

The content of Template:ChangeMozillaAccountPW is copied from the https://support.mozilla.org/en-US/kb/how-change-or-reset-your-mozilla-account-password article's "Change your Mozilla account password" subsection Change your account password while signed in. I was thinking, if approved, it could be used to replace the content of that subsection, as well as replacing the steps in the https://support.mozilla.org/en-US/kb/change-your-firefox-accounts-password article. It could also be used in articles that currently use Template:changesyncpw
<snip>

Dayani approved the new Template:ChangeMozillaAccountPW ... See https://support.mozilla.org/en-US/kb/templatechangemozillaaccountpw/links for articles that use this new template, currently https://support.mozilla.org/en-US/kb/how-change-or-reset-your-mozilla-account-password and https://support.mozilla.org/en-US/kb/change-your-firefox-accounts-password

Flags: needinfo?(dgalindo)
Status: REOPENED → RESOLVED
Closed: 1 year ago → 1 year ago
Resolution: --- → FIXED

(from comment #17)

(from comment #9)

(In reply to vzare from comment #0)

The following existing articles will need to be updated to reflect the new design:

For the record, https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information hasn't been updated yet.
<snip>

See https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information/history I submitted a revision to the I've lost my Firefox Sync account information - What to do article to add this note with {warning} markup to the top of the article:
This article may include outdated content. Please see How to change or reset your Mozilla account password for current information and instructions.

<snip>
Dayani, My revision to https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information is still pending. Can you review it?

Status: RESOLVED → REOPENED
Flags: needinfo?(dgalindo)
Resolution: FIXED → ---

(In reply to Alice Wyman from comment #21)

(from comment #17)

(from comment #9)

(In reply to vzare from comment #0)

The following existing articles will need to be updated to reflect the new design:

For the record, https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information hasn't been updated yet.
<snip>

See https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information/history I submitted a revision to the I've lost my Firefox Sync account information - What to do article to add this note with {warning} markup to the top of the article:
This article may include outdated content. Please see How to change or reset your Mozilla account password for current information and instructions.

<snip>
Dayani, My revision to https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information is still pending. Can you review it?

Just did. Thank you Alice

Flags: needinfo?(dgalindo)
Status: REOPENED → RESOLVED
Closed: 1 year ago → 1 year ago
Resolution: --- → FIXED
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