A Phacility user is reporting that they can't add a credit card to change their autopay settings.

This user is not in an engineering role so details are pretty scarce, and I'm not sure if it's a bug or user error. I suspect trying to have them debug the issue may be a frustrating experience and not the best way forward. T12232 is a similar recent report from technical users, but it produced an error message, and this user at least hasn't told us about any error message they might have received. I can't reproduce either error locally or in production, and the user in question is still having problems after D17333 went live.

This user has also added a different card (say, ending in "1234") three times during this interaction, but has explained that this is not the card they intend to add (which ends in, say, "6789"). It's not clear if they're testing with a different card and just not describing that, or typing in the wrong card number, or if there's an actual bug.

In the short term, I'm planning to make these changes:

• Allow bin/auth recover to recover any user account.
• Allow bin/auth recover to bypass MFA.
• Login to the user's account and make the change on their behalf over the phone.

This is awful on a lot of levels and a set of capabilities I'd rather not exist (even though they exist in a technical sense). Beyond the user account stuff, I don't want us to ever actually know card numbers. But I don't really see any other way forward.

Actually, they're local, so maybe I can just do this in person.