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Sync issue - need help

  • 11 replies
  • 3 have this problem
  • Last reply by mikep

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I am trying to find email address for support. I need to ask specific question which I cannot get answer in any forum.

moderator edited the title of this thread to reflect the support topic discussion

Modified by the-edmeister

Chosen solution

You can reset a Lost or Forgotten Password or delete sync account here:

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Unfortunately there is no email support. The available type of support is the current support here.

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Which question would you like to see answered?

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I am having a problem with sync. On both my computers. When I click on the ff button, then go to "set up sync..." my choices are; create a new account or I have an account.

When I choose I have an account I get the pair a device codes however when I go to my other computer and enter the codes, click next, I get the ff Sync screen asking me to either create new or I have an account.

I have tried and searched for the recovery key and the manage account page but can not find either.

No matter how I open sync, the button/option, the set up sync or the sync from the ff start page, I get the same results.


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You first need to set up Sync on at least one desktop computer to be able to add other devices via the 12-character pairing code.

Sync needs to be set up and working on at least one (desktop) computer to be able to enter the 12-character code, provided by the device (computer) that you want to pair, in three fields to pair a device on the computer that has a working Sync setup.

Enter all details like the account name (email address) and password and the 26-character Sync key manually to connect to an existing sync account instead of using the 12-character code to pair a device if pairing isn't possible.

  1. open "Tools > Options > Sync" or "Firefox > Set Up Sync"
  2. click "Set Up Firefox Sync" to go to "Firefox Sync Setup"
  3. click "I Have an Account" : Connect
  4. click "I don't have the device with me" at the bottom to enter the account settings (email, password, sync key)
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Sorry, I forgot to mention that I have an account because when I try to set up an account and enter my email address I'm told that it is "Already in use".

I had this working at one time a few months ago.
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It's not a password issue. I can't get to the screen that allows me to manage my account or get my recovery key. The only screens I get are those I mentioned in my initial post.

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The screens that you mentioned indicate that Sync hasn't been setup.

You need to click "I don't have the device with me" to connect to an existing sync account and enter the credentials (e-mail, password, sync key) manually.
If you do not have those then you need to create a new account or if you did create an account a while back, but have forgotten the password then ask to send you a new password.

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I must be missing something because I can't create a new account. I don't have the credentials and I get the message that my email is already in use.

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Chosen Solution

You can reset a Lost or Forgotten Password or delete sync account here:

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I do not need to reset my password. I know my password. I have an account based on my current email address. That is probably why I get he message that my email is already in use when I try to create an account.

So the account exists, I know my password but none of the screens I get provide me with the "manage account" tab or page. Everywhere I go, reading the help information, it constantly "talks" about "select the manage account tab but I can not get to the page that has that on it.

Apparently, my account has been locked up somehow and is blocking my from getting to the manage account function.

At this point it looks like I will have to delete my account and start over. I'm disappointed that it has come to this.

Thanks for your help just the same.