User not receiving PIN to their email address
We have a real production user who is unable to access our application. They have reported that they have entered their email address and did not receive a PIN to their email address. We have passwordless email login enabled for this application and I have confirmed that I am able to sign in using this flow using my person gmail address. However, there don't appear to be any audit logs emitted when a user enters their email address and have been sent an email sign in code. This means that there's no way for me to validate that the PIN has been emailed to this user by Kinde.
Can you please help me to resolve this issue? I'm happy to send you full details over DM including the ID of my Kinde application, and the user's email address.
6 Replies
Hi, could you send me the details over DM please?
Thanks, I've replied to you over DM
@Daniel_Kinde - are there any plans to add audit logs to cover these kinds of partial login events where a user gets as far as entering their email address but doesn't complete the login? I'm very concerned that my team might have other users who are failing to login and we don't have any visibility into that right now.
Hi Martin, I will pass this onto the team to look at what we can do for logging these to the user logs.
I have heard back about your email, I will reply to you in DM about it.
I have heard back about your email, I will reply to you in DM about it.
@Daniel_Kinde - We've switched over to using our own custom SMTP server and confirmed that this works for us, but the user who couldn't log in has just confirmed that they're still not receiving the login code email from us. We can see in our SMTP logs that we've sent the email to them, but they don't seem to have received it. Have you made any progress talking to Spamhero about why/whether they're blocking emails from Kinde?
Hi @Martin , This is ongoing internally. I am not directly talking to spamhero myself but this has been escalated and it being looked into.
It appears that even though you're using your own custom SMTP, spamhero is blocking though that route also?
That seems to be the case. One thing to make you aware of is that we realised yesterday that the SPF DNS config on our domain (inrange.io) wasn't correctly configured to allow our Mailchimp SMTP server to send emails. We've now fixed that, but it's possible that was contributing to the issue with the customer who wasn't receiving the login codes emails. We haven't been able to confirm that yet as we haven't asked our customer to attempt another login.
Although that would only explain the fact that the emails weren't getting through from our custom SMTP server. I can see that Kinde's SPF config looks valid (https://mxtoolbox.com/SuperTool.aspx?action=spf%3akinde.com&run=toolpage) and so don't think this explains why the emails weren't getting through before we switched to a custom SMTP server.
MxToolbox
Network Tools: DNS,IP,Email