Mozilla Support rules and guidelines

Contributors Contributors Last updated: 01/12/2024 71% of users voted this helpful

This page includes rules and guidelines for using the forums at Mozilla Support. The rules on post content (no spam, derogatory language, etc.) also apply to Private Messages. See also the Mozilla Community Participation Guidelines(*) and our Legal Notices. We assume good faith when dealing with violations; we will only warn or ban users who repeatedly or blatantly violate the rules.

Administrators have the final say in modifying, interpreting, and enforcing these rules.

(*) Contributors can learn more about Mozilla Community Participation Guidelines by taking this CPG introductory course.

Note: If you observe someone breaking a rule or behaving in a questionable fashion, do not try to deal with it yourself. Alert a forum moderator or administrator by clicking "Report Abuse" in the 3-dot menu next to the post. Alternatively, contact a community manager. For a list of FAQs and issues an Admin can help with, see this article.

Subjects covered in the support forum

Posts in the support forum must be either questions about the use of products listed on the Mozilla Support home page or else answers to those questions. Users who post about subjects that are not support requests for those Mozilla products will be directed to an alternative discussion forum or to another resource, if appropriate, and the question will be tagged "offtopic". (Contributors: see Off-topic questions.)

Note: Feedback, ideas, opinions or suggestions about improving Mozilla products can be posted to the Mozilla Connect website. See What is Mozilla Connect? for more information.

Posting support requests

Create one thread and only one thread for each subject or Mozilla product you need help with.

Do not re-use existing threads started by others, even if they are seemingly on the same subject. Ask a new question instead.

Warning: Support threads are automatically archived and locked, when they reach a certain age. If you re-use an old thread to ask for help, you might not get an answer.


Users who post forum spam will have their posts removed. If a post that is otherwise appropriate includes links considered to be spam, those links will be removed.

Images and other media

You can add images, such as a "screenshot" of your computer screen. Images or other media added to a support question must help explain a problem with a Mozilla product or a solution to the problem. Inappropriate media will be removed. Note: For basic instructions on creating a screenshot, see the How do I create a screenshot of my problem? article.

Sensitive information

Don't post any sensitive information. Moderators will remove personal information from posts to protect your privacy.

Link to content rather than posting it in its entirety, unless you are the copyright holder or have permission from the copyright holder.

Do not post links to third-party download sites for Mozilla products. Third-parties sometimes fetch the wrong builds, or add malicious software to the download. Moderators may edit or remove links to third-party download sites.

Do not post direct links to executable files. Moderators may remove these links to protect users from potentially harmful downloads. (You can post a link to the webpage that contains the file download but it may also be removed if a Moderator finds that the web page content could be harmful or if the web page link is spam.)

Language and conduct

Do not use obscene, lewd, lascivious, filthy, or excessively violent language.

Do not harass, insult, taunt, provoke, demean, or personally attack other forum members. Be friendly even if others are not.

Do not excessively "bump" a thread (post simply to get a thread to the top of the list).

Helpfulness of a support forum answer

You can use the upvote/downvote feature (thumbs up/thumbs down emoji) to indicate helpfulness of an answer. For answers that are unhelpful and also violate the rules and guidelines, click on the three-dot menu next to the answer and select "Report Abuse".

Marking support threads as "Solved"

The Original Poster (OP), also called the "Question owner", can select Solves the problem next to an answer, to mark the thread they started as "Solved". Moderators can also mark threads as solved when the Original Poster (OP) clearly indicates the problem is solved (such as "thank you, problem fixed now" or "ok, it looks like it worked" etc.). We will not mark as solved threads which appear to be solved and probably are but where the OP did not make any comment.

Multiple Accounts

In certain cases, multiple accounts are acceptable for use on Mozilla Support, for example:

  • Moderators or Reviewers who want an account to view or participate in the Mozilla Support site without special permissions.
  • SUMO members with a recognized role, such as Moderator, who want anonymity to ask a question, for personal privacy.
  • Users who are having trouble signing in to their account might create a new one.

It's recommended that you indicate any alternate profiles in your primary user profile.

Multiple accounts cannot be used for trolling, spamming, phishing for private information, gaming the helpful votes in the forum, or for any other behavior that violates our rules and guidelines. See also Consequences of Unacceptable Behavior.

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