Episode EP-B89A9C71

{
  "business_checks": [
    {
      "action": "read_account_state",
      "contract": "check_account_state_v1",
      "prohibited_skipped": [
        "modify_account",
        "delete_account",
        "reset_password"
      ],
      "result": {
        "account_exists": true,
        "allowed_by_contract": "check_account_state_v1",
        "check": "check_account_state_v1",
        "login_enabled": false,
        "note": "Account created but email not yet confirmed"
      }
    },
    {
      "action": "read_confirmation_status",
      "contract": "check_registration_state_v1",
      "prohibited_skipped": [
        "send_confirmation_email",
        "modify_account"
      ],
      "result": {
        "allowed_by_contract": "check_registration_state_v1",
        "check": "check_registration_state_v1",
        "email_confirmed": false,
        "note": "Account created but email not yet confirmed",
        "registration_pending": true
      }
    }
  ],
  "candidate_contracts": [
    "check_account_state_v1",
    "check_registration_state_v1",
    "chat_guided_resolution_v1",
    "escalate_unknown_case_v1"
  ],
  "channel": "chat",
  "contract_id": "chat_guided_resolution_v1",
  "contract_name": "Guided chat resolution",
  "engineering_note": "Visible error: \u0027Invalid credentials or account locked\nToo many failed attempts. Please wait or reset your password.\nFailed attempts: 5 / 5 \u2014 Account temporarily locked\u0027. Review error handling for step: login.",
  "episode_id": "EP-B89A9C71",
  "message": "I can\u0027t log into my account, it says my credentials are invalid. The login screen shows an error and it looks like my account might be locked. Screenshot attached.",
  "resolution_mode": "chat_next_step",
  "resolution_output": "It looks like your account is temporarily locked due to multiple failed login attempts. However, our records show your email address has not yet been confirmed. Please check your inbox for a confirmation email from MyApp and click the link to activate your account.",
  "screenshot_uri": "gs://adroit-dock-489706-k1-mova-episodes/screenshots/T-49121687.png",
  "signals": {
    "browser_or_platform": "Browser",
    "confidence": 0.95,
    "current_step": "login",
    "language": "English",
    "screen_type": "login_screen",
    "step_stage": "error_shown",
    "system_or_product": "MyApp",
    "ui_elements_detected": [
      "Browser address bar",
      "MyApp logo",
      "New here? Create account link",
      "Sign in to MyApp title",
      "Error message box",
      "Email address label",
      "Email input field",
      "Password label",
      "Password input field",
      "Forgot password? link",
      "Sign in button",
      "Failed attempts counter",
      "Need help? Contact support link"
    ],
    "visible_error_text": "Invalid credentials or account locked\nToo many failed attempts. Please wait or reset your password.\nFailed attempts: 5 / 5 \u2014 Account temporarily locked"
  },
  "status": "closed",
  "ticket_id": "T-49121687",
  "timestamp": "2026-03-16T11:54:44.699294Z"
}