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I feel that all of these "locked out" reports - whether they are from Google or Facebook or something else, suffer from the same problem: The problem is not, t
by hooby 4y ago
I feel that all of these "locked out" reports - whether they are from Google or Facebook or something else, suffer from the same problem:
The problem is not, that a false positive happens, or the user does get locked out by an algorithm, etc. - that sort of thing is impossible to avoid entirely. You have to stop bad actors, and you'll never be 100% accurate with that.
Imho the big problem is, that people who get locked out wrongly, have no recourse. There's no support, neither free nor paid, no avenue, absolutely nothing they can do, to get help. THAT's the problem.
People have to resort to trying to go viral, because only then their problem will get fixed.
As a company, that's probably not what you want. To see your false positives cause waves all over the internet... You'd probably want to see those problems be solved silently. But that would require that you offer an avenue for the user to get their problem solved quietly - doesn't it?
- ryandrake 4y agoI guess the problem is: If the company offers recourse for good actors, then bad actors would make use of it, too. So, to stop bad actors from using recourse, the company would need to be able to differentiate between bad actors and good actors. And if they could do that, they wouldn't have the problem in the first place.
- hooby 4y agoFirst of all, I don't think bad actors are as willing to invest time/work into this as good actors - for them it's not worth the effort in most cases. In this specific case, if keeping the account for a longer time had been the goal, the bad actor wouldn't have gotten the account suspended immediately by violating the Terms of Use, nor would they have used a Vietnam IP to do so. Secondly - whenever such a thing does go viral, and Facebook comes under pressure - they all of sudden become very able to tell: - that the person who has been using the account for years without incident, with an US IP address, who can provide 2FA codes, controls the original sign-up email, can produce credit card statements for payments the account made, sent in a copy of their drivers license, is probably the good actor - that the person who (within just a few hours) reset the password, changed the email, disabled 2FA, and caused the suspension - all from a Vietnam IP - is probably the bad actor. Facebook doesn't have that problem because they are unable to differentiate between bad actors and good actors... Facebook has that problem because they don't want to differentiate good and bad actors - because that costs man-hours and thus money. The support teams dealing with that stuff are probably under-staffed, under-paid, lack the tools/knowledge for deeper investigation, and are being pressured to close as many tickets as fast as possible.