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  • Archived

I do not want to use the Virtual Private Network. How do I quit and get a refund

I signed up to try Firefox's VPN. It did not load properly and I have not used it. In thinking about it, I use my PC so seldom and I really don't need it. I want to st… (read more)

I signed up to try Firefox's VPN. It did not load properly and I have not used it. In thinking about it, I use my PC so seldom and I really don't need it. I want to stop the VPN and get a refund of my money for the trial period. I have never used it anyway. Thanks for any help. It is not easy to get help from Firefox.

Rob Stoinoff

Asked by robnsac1 1 year ago

Last reply by ryancarrie 10 months ago

  • Solved
  • Archived

Payments: I am trying to PAY for Mozilla VPN but payment not accepted

when trying to sign up for the Mozilla VPN the payment fails with the following message: ¨the currency of this subscription is not valid for the country associated with y… (read more)

when trying to sign up for the Mozilla VPN the payment fails with the following message: ¨the currency of this subscription is not valid for the country associated with your payment.¨ I get this message both with my credit card or with paypal. Both payment methods are being used succesfully all the time, but Mozilla seems no to like it ??? I am travelling from Spain, thru France and I am in Belgium now, alle EU currency countries so what is going wrong here. Might Mozilla working from the UK for their EU operations? Is that what fails?

I need a good VPN so I appreciate any help here, thanks Rina

Asked by ffox 1 year ago

Answered by benjms2000 11 months ago

  • Archived

Refund Request

Hello! there I am requesting a refund because I have not used Mozilla VPN. services after I made payment. My contact email is fangtian1014@qq.com Thank you! … (read more)

Hello! there

I am requesting a refund because I have not used Mozilla VPN. services after I made payment. My contact email is fangtian1014@qq.com 

Thank you!

Asked by fangfang19701014 1 year ago

Last reply by Dae 1 year ago

  • Archived

Locked out of Firefox and need to cancel Mozilla VPN subscription

Mozilla really doesn't make this easy. I am locked out of Mozilla VPN account, even though I am logged onto it on two devices. However, I cannot authenticate, having lost… (read more)

Mozilla really doesn't make this easy. I am locked out of Mozilla VPN account, even though I am logged onto it on two devices. However, I cannot authenticate, having lost the device with the 2FA app. I never received "recovery keys". Would like to delete the current account but can't, and would certainly like to cancel the subscription -- but can't. Any help would be much appreciated, short of me asked the credit card company to deny those charges as fraudulent. I get that there's a lot of volunteers/community for Mozilla but a paying customers should be able to reach someone in support.

Asked by pcys 1 year ago

Last reply by pcys 1 year ago

  • Solved
  • Archived

Unable to make payment

Hi, I live in Spain and I am trying to pay for my VPN subscription using a UK bank card. I am told that country of currency must match that of the card but I get paid in … (read more)

Hi, I live in Spain and I am trying to pay for my VPN subscription using a UK bank card. I am told that country of currency must match that of the card but I get paid in the UK so need to use my UK card. Any solution? Thanks.

Asked by rpmdr 1 year ago

Answered by edubon 1 year ago

  • Solved
  • Archived

How do I delete my credit card information from my account?

I had several subscriptions from Mozilla, but I have cancelled all of them, and now I want to delete my credit card information from my account. I can see how to change/… (read more)

I had several subscriptions from Mozilla, but I have cancelled all of them, and now I want to delete my credit card information from my account. I can see how to change/update my payment information but I don't see how I can remove it. Please tell me I'm just overlooking the way to remove my personal credit card information and that Mozilla isn't holding it hostage with no ability for it to be removed. How do I delete a payment method?

Asked by arwenfreer 1 year ago

Answered by edubon 1 year ago

  • Archived

invocie

Dear, How can we get an invoice of paid services ? We paid to obtain the VPN and this works correct but we need an invoice on our company's name. Many thanks. Dirk Paesen… (read more)

Dear,

How can we get an invoice of paid services ? We paid to obtain the VPN and this works correct but we need an invoice on our company's name. Many thanks.

Dirk Paesen

Asked by dirk32 1 year ago

Last reply by MagsMoz 1 year ago

  • Archived

Can't access account because I didn't enter password

Hi, I just signed up for the Mozilla VPN, but when it asked me to make an account, it didn't ask me for a password. I thought 'huh, that's weird' but I went along with it… (read more)

Hi, I just signed up for the Mozilla VPN, but when it asked me to make an account, it didn't ask me for a password. I thought 'huh, that's weird' but I went along with it and put in my payment details, but now I can't access my account so can't use it and I don't know how to unsubscribe, and I'm kinda freaking out about it.

Asked by mannixprhealy 1 year ago

Last reply by MagsMoz 1 year ago

  • Archived

My subscription got canceled?

When I opened the software, mozilla VPN forces me to log in through the browser, which I did, but it claims I do not have a subscription anymore. I searched my inbox and … (read more)

When I opened the software, mozilla VPN forces me to log in through the browser, which I did, but it claims I do not have a subscription anymore. I searched my inbox and I did not receive any emails about my subscription being canceled.

However, what I did find, is that in July, I received an email claiming "You've secured our lowest price ever" at $4.99/month. Nevertheless, when I tried to restart the plan, the price is still $9.99/month.

I am pretty sure I did not sign into the wrong account either, as my current email address for the mozilla account is the same one as the one getting the locked price email. I also searched through my password managers, and it does not seem that I have more than 1 mozilla account.

Asked by scucumber 1 year ago

Last reply by MagsMoz 1 year ago

  • Archived

Payment taken but "Error confirming subscription…"

I've tried to bill my Mastercard and I get an "Error confirming subscription..." message. My bank (Monzo) has marked the transaction as pending and an active card check w… (read more)

I've tried to bill my Mastercard and I get an "Error confirming subscription..." message. My bank (Monzo) has marked the transaction as pending and an active card check was made.

Subsequent re-tries have lead to no further billing but an extra active card check each time.

Sounds like the backend has confirmed and marked on my record that a payment has been made but a bug somewhere else is throwing an error.

Asked by joseph_evans 1 year ago

Last reply by MagsMoz 1 year ago

  • Archived

Terrible experience with VPN signup - charged credit card but can't log in

Hello, I signed up for Mozilla VPN. I paid the $59.99 fee. My credit card was charged (shows up as pending transaction in my bank record) But I am not able to log in to t… (read more)

Hello,

I signed up for Mozilla VPN. I paid the $59.99 fee. My credit card was charged (shows up as pending transaction in my bank record) But I am not able to log in to the VPN account - it says `Oops account not found. ` There is no email address to reach out for support. This is 2021 - how do you not have payment and signup flows figured out. What is happening with my account? I have been charged for a service and I am not able to access it.

Who do I reach out to resolve this matter?

Asked by rakmoomkar 1 year ago

Last reply by dia 1 year ago

  • Solved
  • Archived

Unable to Update Payment Information

Greetings, I believe I am unable to update my Mozilla VPN payment information. I've attached a screenshot where I thought was the place to update subscriptions in the Acc… (read more)

Greetings,

I believe I am unable to update my Mozilla VPN payment information. I've attached a screenshot where I thought was the place to update subscriptions in the Accounts Settings page. But it appears that subscriptions isn't even an option. How do I update payment information for Mozilla VPN?

To make things more confusing, clicking "Already a subscriber?" on the Mozilla VPN page claims that my account is not subscribed to Mozilla VPN. I moved recently so I'm wondering if the new address has something to do with it.

Thank you for any help with the matter.

Asked by leaflet757 1 year ago

Answered by leaflet757 1 year ago

  • Archived

Grandfathered into a subscription to Mozilla VPN, but subsription will not work.

I was recently grandfathered into a subscription of $5/month, and I am having an error message now on Mozilla VPN saying that I am not subscribed and should start a subsc… (read more)

I was recently grandfathered into a subscription of $5/month, and I am having an error message now on Mozilla VPN saying that I am not subscribed and should start a subscription, even though I just got a bill from Apple (where I started the subscription) today. I don't know what caused this, but I am frustrated that I am being billed for a product that will not work.

Asked by Blake 1 year ago

Last reply by Tim Mattison 1 year ago

  • Archived

Payment failure

For some reason my payment failed. Don’t know why because it has been successful for the past months since I enrolled. Now my account has been cancelled. Please advise. … (read more)

For some reason my payment failed. Don’t know why because it has been successful for the past months since I enrolled. Now my account has been cancelled. Please advise.

Asked by rhonpen 1 year ago

Last reply by edubon 1 year ago

  • Archived

Mozilla VPN Payment Method

Hi, My billing information was out of date after my credit card was blocked. A week later VPN stopped working and my subscription is cancelled. I can't update the payme… (read more)

Hi,

My billing information was out of date after my credit card was blocked. A week later VPN stopped working and my subscription is cancelled. I can't update the payment information and can't continue with the same pricing I had of USD 4.99 per month.

I follow the link to update my subscription information in the email sent to me. But that link just takes me to my account profile with no option.

Cancelling a subscription and leaving no option for moving forward is very poor customer service.

Please give me the option to continue with VPN on the same basis as before.

Many thanks,

Charlie

Asked by Charlie 1 year ago

Last reply by edubon 1 year ago