Active/correct email but Firefox says password reset being bounced back.
- Please see my second response below to see updated problem.**
So I have my email address through a family small business provider. @example.com. My old email address was emaidenname@example.com and then I got married. My new email address is emarriedname@example.com. About 3 weeks ago our small business migrated to a new service provider for the domain. I left emaidenname@example.com behind thinking I'd remembered everything. Well I forgot sync. Mostly because I had it saved on my computer so it didn't matter. Then I needed to restore my machine to factory settings. Now I lost sync and have come to the realization that I don't recall the password. Trying to reset it Firefox helpfully did this:
"The confirmation email we sent to xxx was returned and we’ve locked your account to protect your Firefox data."
...and gave me the only option of: "No longer own that email? Create a new account."
I tried setting up mail forwarding from the old to the new but unless I pay my new domain provider for a month of email access to get one confirmation email, I'm SOL.
There has got to be some other way to confirm my identity. Phone number? Address? Anything else on file? Do you want a copy of my marriage certificate?
I get that you're trying to protect me and yourselves from liability, but come on - I just want my bookmarks tab back.
Modified by Elle
All Replies (5)
Sorry I see these sit forever as no idea what to do with them. I will try to escalate this.
Are you sure about not being able to get that email address as most places let you have up to 5 addresses (here in Canada) per internet account. ?
I could pay for it to be activated again, I just find it ridiculous that there's no way inside of Mozilla to solve this problem.
Okay, I've now paid to reactivate my old email address. It's receiving emails. However, going into try and reset it I've gotten error messages.
Either:
Under reset account: "Your email was just returned. Mistyped email?
Or:
When I just try to enter passwords it could be, I get: The confirmation email we sent to emileti@trlby.com was returned and we’ve locked your account to protect your Firefox data.
Below that it says:
If this is a valid email address, let us know and we can help unlock your account.
Which just takes me to the forums.
HI Elle,
Congratulations on your new marriage! I am sorry to hear that the Firefox Sync is causing grief.
What I can tell you right away is that everything in your profile from the last time it successfully synced should be on your computer, as long as no reformating was done on the computer you use Firefox on. SInce sync is not a back up service, it will keep all of your information on the computer it is actively syncing then will mirror any other devices connected to the Firefox account.
Take a look in the profile folders to make sure it is all there. Back up and restore information in Firefox profiles Is there any bookmarks, passwords, anything that is not there? What steps have you taken on the local computer that was syncing your Firefox profile last?
The other thing to consider is that if you change the password, all previous firefox profile info is not accessible. The password is what ecrypts the info and no one but yourself knows that passowors. Second, we can troubleshoot the account. Since the account has been locked I can start a private bugzilla.mozilla.org bug to make a case, however, I cannot guarantee it will be unlocked, this is why I refer to the new sync account with the same profile that was originally syncing.
If you do not mind creating an account in bugzilla.mozilla.org and private messaging me the email I can add you to the private bug and we can continue the case for the locked account there.
The computer I use sync on was reformatted so that's gone. I know at one point I could access sync on my iOS device as well, but having forgotten the password I can't log back in there either.
The reason I wanted to recover my password and unlock my sync account is completely for the bookmarks and passwords.
Are you telling me that even if I get my account unlocked I will have lost all that information (bookmarks and/or passwords)?
If that's the case there really isn't any point for me in opening a bug.