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Mozilla account password incorrect and 2fa / backup code incorrect

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Let me start off with I've read https://support.mozilla.org/en-US/kb/what-if-im-locked-out-two-step-authentication

I use a password manager and when I tried to sign in it told me the password was incorrect. Little bit concerning, I reset it. Things are going good. It asks me for my 2fa. I enter it. Incorrect. I try it again. Incorrect. Third time. Incorrect. I make sure both my devices' time is correct. They are. I try a separate device. Same issue. I go grab my USB with my backup codes. I put them in. Backup authentication code not found.

And according to the article I'm basically being told to go sodomize myself as Mozilla doesn't provide any support outside of community support.

Is there anything that can be done?

Let me start off with I've read https://support.mozilla.org/en-US/kb/what-if-im-locked-out-two-step-authentication I use a password manager and when I tried to sign in it told me the password was incorrect. Little bit concerning, I reset it. Things are going good. It asks me for my 2fa. I enter it. Incorrect. I try it again. Incorrect. Third time. Incorrect. I make sure both my devices' time is correct. They are. I try a separate device. Same issue. I go grab my USB with my backup codes. I put them in. Backup authentication code not found. And according to the article I'm basically being told to go sodomize myself as Mozilla doesn't provide any support outside of community support. Is there anything that can be done?

Alle svar (6)

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Are you sure that the username (email address) is correct as that is a possible cause for the password not working and the 2FA codes as well ?

You can try again in case there was a problem with the Firefox Account server (yesterday this forum had a notification about work being done and I got logged out).

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cor-el said

Are you sure that the username (email address) is correct as that is a possible cause for the password not working and the 2FA codes as well ? You can try again in case there was a problem with the Firefox Account server (yesterday this forum had a notification about work being done and I got logged out).

One hundred percent without a doubt. I was even able to reset the password and receive a reset password confirmation.

I actually do have a firefox addon in the addon store on that account as well. So I'm a little bit peeved that nothing can be done. I did give them payment information for the addon store as well I believe.

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The plot thickens. There is a genuine bug. Looking at the network requests it's returning the following JSON:

{"code":400,"errno":120,"error":"Bad Request","message":"Incorrect email case","info":"https://mozilla.github.io/ecosystem-platform/api#section/Response-format","email":"<REDACTED>"}

I did add another email on the account, quite some time ago but I've definitely logged into the account since then. The email in the <REDACTED> field is the old email. Upon trying to login with the old email the page tells me "Primary account email required for sign-in".

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In case of issues, try to login to the Firefox Account via this website.

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cor-el said

In case of issues, try to login to the Firefox Account via this website.

That is where I'm trying to sign into. Is there any escalation process I can follow?

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The most common cause for newly generated codes to be rejected is that the time on your Google Authenticator app is not synced correctly meaning that it cannot correctly generate a working code. In these situations, Google has advised ensuring that your time and date are being set automatically by your device.

Regards, Will