Dormant email accounts - when trying to log in are unable to recover passwords with the email account and/or phone number. The codes emailed and texted do not work as sufficient proof of ownership and additional documentation is needed but is never prompted in the current workflow.

The UX on this process is completely dysfunctional. If my account is dormant and requires additional verification there should be two things that happen: 1) I am notified my account is dormant and requires additional verification. 2) A simple and direct link to complete the verification. In the attached video you can see that it indicates additional verification is needed (but does not say why). and then sends the user through an endless loop without any clear direction or opportunity to complete the needed task. Even when I click "learn more" it takes me to a page that does not have direct instructions on what to do.

If you need the user to upload a DL or other ID then please direct them on the password reset page to that exact opportunity to upload the document.

I spent an hour on the phone with support trying to just log in through an older email address. This is a major failure in the UX space. Being able to log in with an existing account is a critical feature. If there is a reason that that account is flagged as dormant it should be routed through a different workflow to be able to submit the documentation needed to complete the task. Sending users on a wild goose chase is not good form. It is fine if you want to enhance security but do so in a way that considers the UX and isn't a colossal waste of customer time.