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How do I recover my account when I've lost access to my authenticator app and I've no recovery codes or key?

  • 4 replies
  • 2 have this problem
  • 216 views
  • Last reply by James

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I had to factory reset a mobile device that had on it both the authenticator app and the recovery codes for my Firefox account. The mobile device was also the only device on which I had been logged into my Firefox account. I still know my email address (username) and the password for this account, but without access to the account in order to set the authenticator app up again, I cannot generate the required 6-digit code to login. There doesn't seem to be a way to recover my account in this scenario, but I'm hoping I may find some way asking here.

Briefly, I can get to the sign-in step where I'm asked for the 6-digit code from my authenticator app, but I have lost access to the authenticator app as well as to the recovery codes generated when I enabled two-step authentication. Is there any way whatsoever to recover my account?

All Replies (4)

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Your better checking with a MOD on here as this is just a End user help forum and users can't help with account issues since we don't have access to them.

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Hi thomathy, unfortunately if you didn't stash your recovery codes somewhere else, I don't think you'll be able to recover the data in the account. You may be able to reset the account and start over, but the database would be lost.

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If you can login to the account via this page then you might be able to disable 2FA and re-enable 2FA to setup the authenticator app once again.

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WestEnd said

Your better checking with a MOD on here as this is just a End user help forum and users can't help with account issues since we don't have access to them.

The Support.mozilla.org site Moderators have no access to Firefox Account details so I wonder why you keep saying to contact the Mods.