Can't Contact Mozilla
I have tried contacting Mozilla about problems with my VPN account. When I click the 'contact us' tab, it just opens up my account page. It would be nice if I could speak to someone directly about a minor billing problem. For some reason, every time Mozilla charges my Mastercard for the monthly fee, it is immediately refunded. I contacted my credit card company, and they told me that they are not cancelling the transaction, but that the merchant (Mozilla) is. There should be no problem with the credit card. I received a couple of emails from Mozilla telling me that the fees have not been paid and to update my credit card info. My credit card is working just fine, but Mozilla needs to stop cancelling their own transaction to make sure the fee is paid. When I click on the underlined 'support team' line in the email, I get connected to my account page. For the last 24 hours, my VPN has not been working, and my IP has not been masked.
All Replies (10)
If you have an active subscription, contact the Mozilla VPN team directly:
Log into your account at https://accounts.firefox.com, click manage next to Subscriptions, and click support.
Every link, including the one you just provided, sends me to my account page. "Update Payment Information", "Support Team", "Contact Us" all send me the same account page. On that page I can change my username, upload a user image, change my password etc, but I can not update my payment information or contact support.
Can you make sure you are logging in the with the same account (email) you signed up with for Mozilla VPN?
I am. I only use one email.
Where are you located and what is the country associated with the credit card?
When I try opening the VPN app, it just says "Waiting for sign in and subscription confirmation...." and never does anything. If I click on the link that says "Cancel and try again" I get sent to this screen (attached). I am unable to update my payment information from this screen, but that shouldn't matter because the credit card # I have on my account is correct. I get notified via email every time an international charge is used on my account (I'm in Canada). The transactions seem to be going through, but are then immediately credited by Mozilla.
Thanks. I'll escalate this to the team to investigate.
Hey Sean,
I'll DM you regarding this.
I was told that an email was sent to me that I never received. I guess there is some glitch with Canadian Postal Codes. Unfortunately I can not change my billing information. Very unhappy with the poor service I have received regarding this issue.
I'm going to delete my account and start from scratch, maybe that will work.