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Can't log in.

Posted

My wife is having difficulty logging in to support.mozilla.org. She has tried both Firefox and IE, cleared cache and cookies, reset her password at least a dozen times, but still can't log in here. I've run out of ideas of what to try. Suggestions?

My wife is having difficulty logging in to support.mozilla.org. She has tried both Firefox and IE, cleared cache and cookies, reset her password at least a dozen times, but still can't log in here. I've run out of ideas of what to try. Suggestions?

Chosen solution

The Firefox account that is used for Sync is an email address. This SUMO forum uses a user name to login and not an email address.

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  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:63.0) Gecko/20100101 Firefox/63.0

More Information

FredMcD
  • Top 10 Contributor
4221 solutions 58912 answers

I called an administrator. Please wait

Such e-mail is always sent to the address on file with the website.

Check your user profile at the site. Also, check your junk mail folder.

I called an administrator. Please wait Such e-mail is always sent to the address on file with the website. Check your user profile at the site. Also, check your junk mail folder.

Question owner

She has no problem getting the reset e-mail. Each time the reset has been confirmed. She just can't login afterwards.

She has no problem getting the reset e-mail. Each time the reset has been confirmed. She just can't login afterwards.

Question owner

Note, this is a different account than mine. I am posting because she can't.

Note, this is a different account than mine. I am posting because she can't.
cor-el
  • Top 10 Contributor
  • Moderator
17411 solutions 157274 answers

Does she get an error message (invalid user name or password) or is something else wrong that possibly isn't password related?

You can remove all data stored in Firefox from a specific domain via "Forget About This Site" in the right-click context menu of an history entry ("History -> Show All History" or "View -> Sidebar -> History").

Using "Forget About This Site" will remove all data stored in Firefox from this domain like history and cookies and passwords and exceptions and cache, so be cautious. If you have a password or other data from that domain that you do not want to lose then make sure to backup this data or make a note.

You can't recover from this 'forget' unless you have a backup of involved files.

If you revisit a 'forgotten' website then data from that website will be saved once again.

Does she get an error message (invalid user name or password) or is something else wrong that possibly isn't password related? You can remove all data stored in Firefox from a specific domain via "Forget About This Site" in the right-click context menu of an history entry ("History -> Show All History" or "View -> Sidebar -> History"). Using "Forget About This Site" will remove all data stored in Firefox from this domain like history and cookies and passwords and exceptions and cache, so be cautious. If you have a password or other data from that domain that you do not want to lose then make sure to backup this data or make a note. You can't recover from this 'forget' unless you have a backup of involved files. If you revisit a 'forgotten' website then data from that website will be saved once again. *https://support.mozilla.org/en-US/kb/delete-browsing-search-download-history-firefox

Question owner

She says:

On my machine, I have in Firefox, - reset password link about dozen times and have been informed that "password changed successfully" ( This means that I have clicked the link, received an email, clicked the link in the email, and have been informed that the password reset was successful.) - used "Forget About This Site" for anything with "mozilla" - cleared cache and cookies - attempted to login Response: "Please enter a correct username and password. Note that both fields are case-sensitive."

On my machine, I have in Internet Explorer - reset password link and have been informed that "password changed successfully" - attempted to login Response: "Please enter a correct username and password. Note that both fields are case-sensitive."

On another machine, I have - attempted to login Response: "Please enter a correct username and password. Note that both fields are case-sensitive."

So, I think this is a problem with this particular login, don't you? Is there a way to connect with a human at https://support.mozilla.org/?

She says: On my machine, I have in Firefox, - reset password link about dozen times and have been informed that "password changed successfully" ( This means that I have clicked the link, received an email, clicked the link in the email, and have been informed that the password reset was successful.) - used "Forget About This Site" for anything with "mozilla" - cleared cache and cookies - attempted to login Response: "Please enter a correct username and password. Note that both fields are case-sensitive." On my machine, I have in Internet Explorer - reset password link and have been informed that "password changed successfully" - attempted to login Response: "Please enter a correct username and password. Note that both fields are case-sensitive." On another machine, I have - attempted to login Response: "Please enter a correct username and password. Note that both fields are case-sensitive." So, I think this is a problem with this particular login, don't you? Is there a way to connect with a human at https://support.mozilla.org/?
FredMcD
  • Top 10 Contributor
4221 solutions 58912 answers

The people who answer questions here, for the most part, are other Firefox users volunteering their time (like me), not Mozilla employees or Firefox developers.

One idea, if the old username refuses to work, create a new one.

The people who answer questions here, for the most part, are other Firefox users volunteering their time (like me), not Mozilla employees or Firefox developers. One idea, if the old username refuses to work, create a new one.
cor-el
  • Top 10 Contributor
  • Moderator
17411 solutions 157274 answers

What user account (username) is this about?

It sounds that the account got deactivated for some reason. If that is the case then a site administrator needs to reset this account to being active. Moderators do not have this permission.

What user account (username) is this about? It sounds that the account got deactivated for some reason. If that is the case then a site administrator needs to reset this account to being active. Moderators do not have this permission.

Helpful Reply

The current login is her e-mail address. Changing that to something else is perceived as being confusing.

How would one contact a site administrator?

The current login is her e-mail address. Changing that to something else is perceived as being confusing. How would one contact a site administrator?

Helpful Reply

Mystery solved. Checking back in some historical materials it turns out she had a user name that was not her e-mail address. Using that one, she can log in. So, the weirdness is that it kept sending her a password reset e-mail even though the e-mail user name was not the actual user name.

Mystery solved. Checking back in some historical materials it turns out she had a user name that was not her e-mail address. Using that one, she can log in. So, the weirdness is that it kept sending her a password reset e-mail even though the e-mail user name was not the actual user name.
cor-el
  • Top 10 Contributor
  • Moderator
17411 solutions 157274 answers

Chosen Solution

The Firefox account that is used for Sync is an email address. This SUMO forum uses a user name to login and not an email address.

The Firefox account that is used for Sync is an email address. This SUMO forum uses a user name to login and not an email address.