OLX Group
Faster account recovery for users
Improving user experience and operations by enabling secure support-driven account recovery.
Problem
- Blocked accounts required developer involvement, delaying resolution
- Users could wait hours to regain access
- Customer support lacked tools to act independently
- Direct system access (e.g. AWS Cognito) could not be safely granted
Work
- Identified the problem and initiated the effort to improve the workflow
- Coordinated with teams to design and deliver a secure solution
- Enabled support to perform recovery actions within controlled permissions
- Ensured balance between usability and strict security constraints
Impact
- Reduced account recovery time significantly
- Improved user experience by restoring access faster
- Enabled support team autonomy
- Removed recurring operational burden from engineering