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Unable to sign up and a subscribe to Mozilla VPN

  • 3 replies
  • 1 has this problem
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  • Last reply by SUMOsJR

dynajt
dynajt

Hi~ I had made numerous attempts to login to my Firefox account and subscribe to the Mozilla VPN, strangely after inputting my email and password correctly, it took me back to the prior "Try Mozilla VPN" landing page. I've been thrown into this loop with every attempt with no avail. I'm completely stumped as I've been able to to sign in the my regular Firefox account without any issues. I had also gone through the trouble of adding the Try Mozilla VPN (https://vpn.mozilla.org/) webpage to the exception list of Firefox's popup blocker, which didn't resolve the issue. Any helps from the community would be greatly appreciate it.

~J

Hi~ I had made numerous attempts to login to my Firefox account and subscribe to the Mozilla VPN, strangely after inputting my email and password correctly, it took me back to the prior "Try Mozilla VPN" landing page. I've been thrown into this loop with every attempt with no avail. I'm completely stumped as I've been able to to sign in the my regular Firefox account without any issues. I had also gone through the trouble of adding the Try Mozilla VPN (https://vpn.mozilla.org/) webpage to the exception list of Firefox's popup blocker, which didn't resolve the issue. Any helps from the community would be greatly appreciate it. ~J

All Replies (3)

SUMOsJR
SUMOsJR
  • Administrator
  • Moderator

Hi there.

Adding the page to your exception list was a good step to take to try and resolve this. It sounds as though there is some conflict when you are attempting to log into app. Specifically its getting stuck authenticating.

To clarify, Are you getting stuck before being able to download the app? Or are you getting stuck logging into the app afterwards.

If it is the former, you could try opening a private window and navigating to https://vpn.mozilla.org/. Then signing into your Firefox account and attempting to download.

If the issue is the later, then you would want to fully uninstall the app, and try a fresh install, then try logging in. If you have any previous VPN software installed, I would also suggest uninstalling that before reinstalling as it has been known to cause conflicts with some files that need to be downloaded.

Reply back with any updates and we can see what other options there are to resolve this for you.

dynajt
dynajt Question owner

Many thanks for your helpful pointers, SUMOsJR!

I'm stuck during the authentication stage before being able to download the app. This only happens on my Windows 10 notebook laptop/tablet. It was fine on my other devices.

I had gone through and ensure that there isn't any VPN installed that's conflicting with this new Mozilla VPN. I had also gone through the process of refreshing and uninstalling/reinstalling the Firefox browser and was still unable to resolve the problem on this one device.

Any suggestions and assistance are greatly appreciated!

Kind regards, ~J

SUMOsJR
SUMOsJR
  • Administrator
  • Moderator

Hi again,

So, it seems like a few windows users are running into this issue recently. Steps you may not have tried are:

  • Clear the Firefox Browsers cookies and cache
  • Make sure you are using the most up to date Fx browser version.

The VPN engineers seem to be working on windows specific fixes and this one we brought to their attention. Something that may not resolve it but would help us understand what is happening better, would be to send the debug logs over to the direct support reps.

In the app on windows click on "get help" link in the top right. This should still show even if you are unable to login through get started.

Under get help look for "view log" and click the pop out button. Save that file and send it our way.

I suggest creating a ticket with direct support at this stage so that they can provide your logs to the engineers for review. To do this, attach the text file to an email and send it to vpn-support@mozilla.com. Grab the URL link to this conversation as well and put that in the email. That way the agent can pick up the troubleshooting where we left off here.