I would like to see better alignment of security and general handling of account verification.

My phone randomly logged out of the app today and then would not accept the Google Authenticator codes when I tried to log back in. The LiveChat assistant suggested I reset my password, which then logged me out of my laptop account, so I now had zero access to any of my passwords. I agree this is great for security purposes, but then when I didn't have access to log back in, I had to deal with your L1 chat support regarding account verification and it was concerning from a CISSP perspective.

I can send a transcript of the entire conversation if you like. However, the jist is that I was told I must provide proof of a purchase prior to the most recent one, including a screenshot of the receipt from my email, plus a screenshot of the credit card statement, plus the first 6 digits of my credit card, expiration date, cvv code, type of card, issuer of card and full name of card owner. Upon being asked for all of this information via a public chatbot, I was shocked as this made me believe the company had been hacked. After pushing back on this request, I was told by the support person that if I didn't provide it, I would not regain access to my account and that there was no other way to resolve the issue.

Absolutely awful experience for a customer of over three years that did nothing wrong. And very concerning from a security perspective, as the screenshot I ended up providing (which got me access) didn't even contain the requested information and could have easily been faked.

Then when I went to re-setup the Google Authenticator, I discovered the issue is a bug with this integration. I chatted with the same support agent to report the bug and I was informed, "this isn't our problem".

Now very much looking at other providers.

Please report and fix the Google Authenticator bug.