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The support and contact now button is not working! It keep going to my account page.

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  • Last reply by SUMOsJR

Road75
Road75
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I did the following steps; https://support.mozilla.org/en-US/kb/help-i-still-have-questions-about-mozilla-vpn#firefox-private-network-vpn

From Windows 

   Open Mozilla VPN and click the Settings vpn settings icon icon.
   Click Get Help.
   Click Contact us.

From Android and iOS 

   Open Mozilla VPN and click the Settings vpn settings icon icon.
   Tap Get Help.
   Tap Contact us.


When i click Contact us, it open a browser on my mobile / desktop and showing my account page of Mozilla. I never see a page to contact directly the support! Why is they not a easy way to contact the support. I'm paying for my VPN services. I don't like to post it on this board, my questions!

I did the following steps; https://support.mozilla.org/en-US/kb/help-i-still-have-questions-about-mozilla-vpn#firefox-private-network-vpn From Windows Open Mozilla VPN and click the Settings vpn settings icon icon. Click Get Help. Click Contact us. From Android and iOS Open Mozilla VPN and click the Settings vpn settings icon icon. Tap Get Help. Tap Contact us. When i click Contact us, it open a browser on my mobile / desktop and showing my account page of Mozilla. I never see a page to contact directly the support! Why is they not a easy way to contact the support. I'm paying for my VPN services. I don't like to post it on this board, my questions!

All Replies (1)

SUMOsJR
SUMOsJR
  • Moderator
  • Administrator
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Hi,

Thanks for reaching out. From what you noted it sounds as though you are not actively signed into your Firefox Account when you try to contact support through the app.

In most instances a user will be signed into their account. If you are signed in actively clicking contact support will take you directly the a form that submits your support request.

However, if you are not signed in, then you need to go through the sign in flow before you can get to the support page.

Having just tested the flow myself, it does seem a little tedious if you are not signed in because you then need to sign in, then click the manage subscriptions button, then click contact support to get back to the form.

This is good feedback that I will send over to the VPN team. For now if you do not want to follow that route, you can simply email vpn-support@mozilla.com and one of our support agents will follow up with you.

I hope this helps.