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locked out of sync account and it won't let me set up a new one

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  • 4 have this problem
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  • Last reply by John99

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I got a new phone that I wanted to sync to my account, but I could not remember my password. I tried the wrong one too many times and I am now locked out of my sync account on every device. I tried to set up a new sync account with a different email, but it tells me that my "limit is exceeded" when I do that, too. How can I create a new account? I don't mind doing that, because then I can sync it across my devices, but it is refusing to let me. I rebooted my computer, too, to see if that would help.

All Replies (9)

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Have you tried setting up your Sync account on another device?

You may want to report this here:

The User Advocacy team reviews all feedback and reports on the findings to the product teams and relevant parties, helping to influence and shape our products.

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I tried it on both the original computer that I set the account up on and the new phone. On the original computer, I never tried to relog in with the wrong password -- I just finally logged out and then tried to set up a new account with a different email, and it would not let me. "Attempt limit exceeded" is what I get on every device.

Modified by stacylev

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Try to delete the signedInUser.json file in the Firefox profile folder and delete the Weave folder (Sync was formerly named Weave). Remove an existing chrome://FirefoxAccounts entry in the Firefox Password Manager. If that isn't enough then delete the prefs.js files to reset all prefs and maybe also delete the compatibility.ini file to reinitialize the profile.

You can use this button to go to the current Firefox profile folder:

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Thank you, cor-el. That sounds like it might work. I will try it when I get home and post if it works.

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We had a flurry of such issues when people had to change over to new Sync version. I am not sure exactly when this precaution kicks in. I also note that recently there were problems with Sync servers,and I do not know whether or not that has any bearing on this, but please at least check the Sync servers are up and running before tying anything.

  • To check visit https://status.services.mozilla.com/
    Right now three is a problem again. It says there is a degraded service and has a message
    20160405
    Firefox Accounts
    We have detected that some FxA users are having issues logging in. Engineers are looking into the problem.
    Timestamp: Apr 5, 19:10 UTC

Part of the successful advice then was wait for at least a couple of hours. If you do get those errors you may need to wait at least a couple of hour, preferably overnight before tying again. I note you do not mind losing sync info and creating a new Sync account. You first could try to see if the reset password option does work.

But it is probably best and easiest for you to try to set up a new Sync account. if you are not able to setup a new sync account from one of your computers then rather than hacking an existing Firefox profile the easiest method may be to set up a new additional Firefox profile, run Firefox with that profile and try to set up Sync from that.

Once you have access to Sync again you can try syncing other devices and the original Firefox profile.

When creating a new profile use the location suggested. Use a short name such as new-2016-001. It is good practice not to rename or delete profiles. Note once you have multiple profiles, the manger lets you choose which profile to use. See

Please post back to say how you get on and what you tried. You may need more detailed instructions. if you have problems try to describe what did or did not happen and any error messages you get.


I note there is a possibly similar problem in another question thread

  • Error when entering credentials for sync "attempt limit exceeded" how do I fix this? /questions/1117061

It may be worth watching the progress in that thread for any successful solution.

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Thank you John99. I will wait until tomorrow and see if I get the error message when I set up the new account. I have a number of saved passwords with this profile. If I create a new profile to get a new account, won't I lose those? Am I correct that you seem to think that I can sync the new profile with the old one and that would save my passwords?

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The new profile will not contain the old profile's logins etc. You can still use both the original existing profile and the new additional profile. It may be easier setting up Sync with a new profile.

The passwords may be transferred manually between profiles if necessary,

but the main purpose of creating a new profile is just to get Sync set up and working again. Copying the original pair of files key3.db & logins.json to the new profile gives you the passwords.

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Good news! When I tried to set up a new account today, it worked. I believe that John99 was correct and this was the issue preventing me from signing in with a new account: To check visit https://status.services.mozilla.com/ Right now three is a problem again. It says there is a degraded service and has a message

   20160405
   Firefox Accounts
   We have detected that some FxA users are having issues logging in. Engineers are looking into the problem.
   Timestamp: Apr 5, 19:10 UTC 

I checked it yesterday evening and it was still like that, but this morning, everything seems fine. So I set up my new account and am syncing it with all my devices! Thanks for the help.

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Update

There is also an issue with users reusing passwords especially weak passwords