This topic was automatically generated from Slack. You can find the original thread here.
We just had our account changed because the master account was SSO and there was no way to change it. Now ALL of our connected apps are failing, zoom token are 401 and we cannot re add the accounts due to the old ones that don’t work being hidden. Our entire business process is now failing.
Hey , could you send an email to support@pipedream.com? We use that channel for account issues
Mate - I’ve sent multiple emails to support with no response. Our project is completely broken and there is a bug, as the connected accounts from the original user are hidden, cannot be removed, cannot be edited and then adding replacement duplicate accounts are being blocked by the limit.
Hey , sorry for the inconvenience.
All of the emails are in the weekend — which is not in office hour.
I’ll try to connect with Pipedream internal team seperately
Thanks I understand but this was a result of a Pipedream support action rather than our internal “issue”.
much appreciated
Yes this is indeed a migration issue on Pipedream side. We are so sorry for this.
I’ve pinged our internal team separately, hope they can notice it in their morning in a few hours
still nothing. This critical change was made on a Friday afternoon and no support has been available to fix the bugs in the system.
We have had customers complaining to us all weekend, and I have no response to give because I have been given nothing. This has has a major impact on our brand and reputation, which is really unfortunate.
I don’t understand why the entire project was migrated rather than just adding a user to the existing account or changing the user. No I have a whole new account and 2 projects, one of which is now completely disconnected from everything and any user account.
All I can do is sit and wait.
Hi, , we’re so sorry.
The first thing I do on my timezone is to ping the internal team for help. BUT, since this is over the weekend, I can not connect to the team.
Please be sure that the team will be online within the next few hours (their morning), and I will make sure this is the top priority for the team.
Much appreciate Leo. These things happen, it’s just a bummer it happened when it did. I’m aware I’m not on any elevated support plan and everyone deserves a weekend.
Hi , greatly apologize for the issue that happened. I’m checking it out now
Hi , I fixed the connected accounts visibility issue - which was consequence of your user account being a workspace member. I elevated the privileges to a workspace owner.
I’ll follow up through email to explain what happened, why it happened, and how we can prevent this from happening in the future.
Hey - thought I’d sign this off with an update.
Working in SaaS application development (albeit in operations) I understand the issues around grandfathered account or system management, especially around fringe case bugs. I was not aware of the potential issue, though I do recall having a similar issue some time ago because of the same reason.
At the end of the day, I’ve now been able to manually correct the accounts and tokens and took it as an opportunity to do some housekeeping. I’ve been able to run the workflows and bring our data up to date and customers are back to normal. So thank you for assisting to get that done.
On another note, it is appreciated having the legacy plan as our requirements are minimal and the new plans would blow our cost out to an unviable tier resulting in us having to move to another service. We only run minimal workflows however they are business critical. Next year as we plan to expand and use more robust data storage we will look to upgrade to one of the current plans as Pipedream has always been a step ahead in terms of customer engagement and support. So thank you for enabling us to stay on as pipedream outgrew us from the startup days.
Cheers
