The button to remove phone number on user profile leads to inability to login for an unknown amount of time
Hi!
This post is a suggestion for improvement. I've recently had an issue with logging in and the problem is now resolved. But the cause of the problem still persists in Discord and this post is a suggestion to improve it.
So, I've recently got registered, and it asked me for phone number verification. I did everything Discord asked me to do and I got inside Discord web-app on desktop PC.
Then I went to profile and noticed button "remove" near phone number. Since I didn't want to have my phone registered with my account I wanted to delete it, because the system allowed me to do that. And once I did it, I got kicked out of Discord with message stating something like "something wrong is going on with this account, please verify it by phone". That already was unpleasant. And I could no longer use Discord. But when I wanted to re-verify my account via phone to get back in, it gave me an error, stating:
"The phone number was recently used on a different account"
despite the fact I used the same phone number and account was mine and not somebody else's. So, I was unable to get back in [Discord]. I wrote to support. And they ultimately said:
"Since you have recently attempted to verify this number already, our system will put a timeout on a number from being used again for anti-abuse purposes. You will need to wait for the end of the timeout to use the number once more or use a different number to verify the account. The system automatically detects and generates a timeout period when a phone number has been used multiple times to verify an account, there is no exact ETA for when the number will be available to verify another account. The best workaround right now is to wait for the security cooldown to end. Using another phone number would be a good option, too."
So, as an improvement to this situation, suggestions are as follows:
- Maybe you can change the error message a bit to give the true/real owner of the phone and account a chance to understand what is going on, then I would have understood the situation and you would not have received this ticket at all. Since this is a security and abuse control, for all other people trying other person's phone, or same phone but used in another account, that generic message is perfectly valid.
- Also, it's a good idea to warn the user about the "delete phone number" button consequences. However, I don't really understand why there is a button to remove the phone number in the first place, if that action leads a user to being kicked out from Discord. Maybe you should re-consider having that button, or if it is there, please re-think the flow that occurs once the button is clicked and phone is removed.
I hope I gave enough details. I'm also attaching two relevant screenshots.


Kind Regards
-
It looks like a mechanism that could allow you to change phone numbers associated with an account, not a mechanism to protect your privacy by removing your phone number from their database.
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