Hello Mozilla Support Team,
I am writing because my primary email address associated with my Mozilla/Firefox account has been compromised and I no longer have any access … (emoñe’ẽve)
Hello Mozilla Support Team,
I am writing because my primary email address associated with my Mozilla/Firefox account has been compromised and I no longer have any access to it. Unfortunately, this prevents me from performing basic account management tasks.
Specifically:
• I would like to add and verify a new email address (f.intini@outlook.com) as a secondary email so I can later promote it to primary.
• However, when trying to add any secondary email, Mozilla sends a verification code/link to the current primary email address — which I cannot receive anymore.
• As a result, I am completely locked out of updating or securing my account, even though I can still log in with my password (and possibly 2FA if set up).
My new desired primary email is: f.intini@outlook.com
I have read the official documentation (e.g., https://support.mozilla.org/en-US/kb/change-primary-email-address-firefox-accounts and https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information), which states that changing the primary email without prior secondary email setup is not possible for security reasons when the old primary is inaccessible.
Questions:
1. Is there any exception, manual verification process, or alternative recovery method available in cases of compromised/lost primary email access? (For example, through identity verification, account recovery key if I have one, or support-assisted change?)
2. If no recovery is possible, can you please confirm that creating a brand-new Mozilla account with f.intini@outlook.com is the only remaining option, and advise on how to best migrate my synced data (bookmarks, passwords, history, etc.) if still accessible on my devices?
I understand the security implications and that Mozilla prioritizes protection against unauthorized changes — I just want to regain full control and secure my data properly.
Thank you very much for your help and any guidance you can provide.
Best regards,
Francesco Intini