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Unable to reset password

Posted

I am unable to sign in. My password reset doesn't work 1: Click on "My password isn't working" 2: Enter email address. 3: Receive confirmation. 4: Enter new password. 5: Enter username and new password. 6: Receive the message "Please enter a correct username and password. Note that both fields are case-sensitive."

I have entered both my username and my email address. I have entered as many passwords as I can remember using in my lifetime. Nothing seems to work.

I have just created a new username with a new email address and it seems to work. Past experience has shown that once I leave this session I will never, ever, be able to logon again. So, this is my only attempt to ask a question. My next attempt will fail because I can't logon.

My inability to logon is long standing, going back for a couple of years or so. There is no way that I know of to ask a question unless I am logged on, and there is no way to logon. Catch-22.

Since I am unable to logon I don't believe that there is any way that I can verify any answer directly, and I can't respond to give any more needed information. I am stuck.

I am unable to sign in. My password reset doesn't work 1: Click on "My password isn't working" 2: Enter email address. 3: Receive confirmation. 4: Enter new password. 5: Enter username and new password. 6: Receive the message "Please enter a correct username and password. Note that both fields are case-sensitive." I have entered both my username and my email address. I have entered as many passwords as I can remember using in my lifetime. Nothing seems to work. I have just created a new username with a new email address and it seems to work. Past experience has shown that once I leave this session I will never, ever, be able to logon again. So, this is my only attempt to ask a question. My next attempt will fail because I can't logon. My inability to logon is long standing, going back for a couple of years or so. There is no way that I know of to ask a question unless I am logged on, and there is no way to logon. Catch-22. Since I am unable to logon I don't believe that there is any way that I can verify any answer directly, and I can't respond to give any more needed information. I am stuck.

Chosen solution

Thanks to all. Madasan resolved the issue. As I expected (sigh) it was my fault. My username was incorrect. However the issue still remains that there seems to be no way for someone who can't log on to communicate and the failure message does not identify the exact cause of failure, viz., it is a username issue or it is a password issue. Instead, the message indicates that it is either a username issue or a password issue.

I don't use "master passwords" or any such like in any of my internet interactions. Unless I understand exactly where the password is stored and have a guarantee that this storage place is inaccessible and not hackable I prefer to keep my usernames/passwords separately. Paranoia, yes. Unhackable, yes. Oh, I'm also a troglodyte and do not have a cell phone (or smartphone). Annoys my friends, yes. Annoys me, no.

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More Information

FredMcD
  • Top 10 Contributor
4267 solutions 59840 answers

What is it you are trying to log into? If you can't log back in, I am sending you my e-mail.

What is it you are trying to log into? If you can't log back in, I am sending you my e-mail.

Question owner

I am trying to sign onto Firefox in order to ask a question. After I click on "Signon", my username and/or email address is accepted but my password is rejected. Each time I try reset my password, the reset operation appears to work but when I attempt to input my username and/or email address my login is rejected.

I have assumed that my username and/or email is accepted as valid because there is no messaging that indicates that it is invalid. When I try to open a new account using my email address the new account is rejected because my email address is known. The only other thing that I can think of is that I'm using an incorrect username but I don't know how to check this out. I can't log off and try it now because I might never be able to logon again.

So, I'm stuck. It could be my username is wrong but I would have thought that the logon or reset process would have messaged that I am using an incorrect username.

I am trying to sign onto Firefox in order to ask a question. After I click on "Signon", my username and/or email address is accepted but my password is rejected. Each time I try reset my password, the reset operation appears to work but when I attempt to input my username and/or email address my login is rejected. I have assumed that my username and/or email is accepted as valid because there is no messaging that indicates that it is invalid. When I try to open a new account using my email address the new account is rejected because my email address is known. The only other thing that I can think of is that I'm using an incorrect username but I don't know how to check this out. I can't log off and try it now because I might never be able to logon again. So, I'm stuck. It could be my username is wrong but I would have thought that the logon or reset process would have messaged that I am using an incorrect username.
FredMcD
  • Top 10 Contributor
4267 solutions 59840 answers

Any username/password issues should be posted here with password in the heading; https://support.mozilla.org/en-US/forums/contributors

Include your original username.

Any username/password issues should be posted here with '''password''' in the heading; https://support.mozilla.org/en-US/forums/contributors Include your original username.

Question owner

Username: aschwarz1309

Username: aschwarz1309
FredMcD
  • Top 10 Contributor
4267 solutions 59840 answers
I sent a message to https://support.mozilla.org/en-US/forums/contributors
Madasan
  • Administrator
  • Moderator
22 solutions 165 answers

Hi!

Admin here. I have checked your username "aschwarz1309" in the database and I cannot find it, so it is probably wrong. If you can send me the email address that you used to open that account, that would be great, in this way I can try and find out what's the right username. Please send it to me via PM.

Hi! Admin here. I have checked your username "aschwarz1309" in the database and I cannot find it, so it is probably wrong. If you can send me the email address that you used to open that account, that would be great, in this way I can try and find out what's the right username. Please send it to me via PM.

Question owner

The email address is either: *** or ***.

The email address is either: *** or ***.

Modified by Madasan

Madasan
  • Administrator
  • Moderator
22 solutions 165 answers

Thanks, I'll look into it. I'm going to black out the email addresses above for privacy reasons as this is a public forum. Let's continue this conversation via Private Message.

Thanks, I'll look into it. I'm going to black out the email addresses above for privacy reasons as this is a public forum. Let's continue this conversation via Private Message.
FredMcD
  • Top 10 Contributor
4267 solutions 59840 answers

Robot scammers are known to look for such information. That is why I sent you my e-mail by Private Message before.

Robot scammers are known to look for such information. That is why I sent you my e-mail by Private Message before.
John99 971 solutions 13138 answers

Have you tried setting a master password and letting Firefox remember your sign in details for the forum. Note you sign in with the user name NOT the email address. Your current username and display name is apparently "lostbits"

See also

Hopefully you have now sorted out this issue from contact with Fred & Madalina. Obviously if you are unable to login, or if you register a new email address AND create a new support account we will not be able to contact you by Private Message, until you login again with the new account. You will however be able to communicate by email to those that are aware of your email address.

Have you tried setting a master password and letting Firefox remember your sign in details for the forum. Note you sign in with the user name NOT the email address. Your current username and display name is apparently "lostbits" See also * [[Password Manager - Remember, delete, change and import saved passwords in Firefox]] *[[Using Master Password on Firefox for Android]] Hopefully you have now sorted out this issue from contact with Fred & Madalina. Obviously if you are unable to login, or if you register a new email address AND create a new support account we will not be able to contact you by Private Message, until you login again with the new account. You will however be able to communicate by email to those that are aware of your email address.
James
  • Top 25 Contributor
  • Moderator
1600 solutions 11321 answers

Helpful Reply

lostbits said

Username: aschwarz1309

lostbits said

I am trying to sign onto Firefox in order to ask a question. After I click on "Signon", my username and/or email address is accepted but my password is rejected. Each time I try reset my password, the reset operation appears to work but when I attempt to input my username and/or email address my login is rejected.

Are you referring to signing in at https://support.mozilla.org/en-US/users/auth ? or somewhere else?

''lostbits [[#answer-906943|said]]'' <blockquote> Username: aschwarz1309 </blockquote> ''lostbits [[#answer-906827|said]]'' <blockquote> I am trying to sign onto Firefox in order to ask a question. After I click on "Signon", my username and/or email address is accepted but my password is rejected. Each time I try reset my password, the reset operation appears to work but when I attempt to input my username and/or email address my login is rejected.</blockquote> Are you referring to signing in at https://support.mozilla.org/en-US/users/auth ? or somewhere else?
James
  • Top 25 Contributor
  • Moderator
1600 solutions 11321 answers

FredMcD said

Any username/password issues should be posted here with password in the heading; https://support.mozilla.org/en-US/forums/contributors Include your original username.

You may not see it this way but some people may mistake your password comment in putting their actual password for sumo account in subject.

FredMcD said

Robot scammers are known to look for such information. That is why I sent you my e-mail by Private Message before.

Why do you need to know the email and other account details? when you have no access to any accounts but your own.

''FredMcD [[#answer-906863|said]]'' <blockquote> Any username/password issues should be posted here with '''password''' in the heading; https://support.mozilla.org/en-US/forums/contributors Include your original username. </blockquote> You may not see it this way but some people may mistake your password comment in putting their actual password for sumo account in subject. ''FredMcD [[#answer-906984|said]]'' <blockquote> Robot scammers are known to look for such information. That is why I sent you my e-mail by Private Message before. </blockquote> Why do you need to know the email and other account details? when you have no access to any accounts but your own.

Modified by James

John99 971 solutions 13138 answers

Helpful Reply

James said

... Why do you need to know the email and other account details? when you have no access to any accounts but your own.

Supposition but it looks like Fred was

  1. Asking that the prior account name & email address be posted in the attn admin thread in the contributors forum
    • The display name would allow a public Sumo search for prior posts
  2. Trying to maintain contact by email, knowing that this thread will be inaccessible once the OP signs out.
  • The OP is also going to lose contact with Madalina as pms will be inaccessible once the OP signs out, unless the matter is resolved.

As you will have noticed we also have had cases where users confuse Sumo and Mozillazine, and having Firefox remember logins at least makes sure they are for the correct website.

''James [[#answer-907244|said]]'' <blockquote> ... Why do you need to know the email and other account details? when you have no access to any accounts but your own. </blockquote> Supposition but it looks like Fred was # Asking that the prior account name & email address be posted in the attn admin thread in the contributors forum #* The display name would allow a public Sumo search for prior posts # Trying to maintain contact by email, knowing that this thread will be inaccessible once the OP signs out. * The OP is also going to lose contact with Madalina as pms will be inaccessible once the OP signs out, unless the matter is resolved. As you will have noticed we also have had cases where users confuse Sumo and Mozillazine, and having Firefox remember logins at least makes sure they are for the correct website.

Chosen Solution

Thanks to all. Madasan resolved the issue. As I expected (sigh) it was my fault. My username was incorrect. However the issue still remains that there seems to be no way for someone who can't log on to communicate and the failure message does not identify the exact cause of failure, viz., it is a username issue or it is a password issue. Instead, the message indicates that it is either a username issue or a password issue.

I don't use "master passwords" or any such like in any of my internet interactions. Unless I understand exactly where the password is stored and have a guarantee that this storage place is inaccessible and not hackable I prefer to keep my usernames/passwords separately. Paranoia, yes. Unhackable, yes. Oh, I'm also a troglodyte and do not have a cell phone (or smartphone). Annoys my friends, yes. Annoys me, no.

Thanks to all. Madasan resolved the issue. As I expected (sigh) it was my fault. My username was incorrect. However the issue still remains that there seems to be no way for someone who can't log on to communicate and the failure message does not identify the exact cause of failure, viz., it is a username issue or it is a password issue. Instead, the message indicates that it is either a username issue or a password issue. I don't use "master passwords" or any such like in any of my internet interactions. Unless I understand exactly where the password is stored and have a guarantee that this storage place is inaccessible and not hackable I prefer to keep my usernames/passwords separately. Paranoia, yes. Unhackable, yes. Oh, I'm also a troglodyte and do not have a cell phone (or smartphone). Annoys my friends, yes. Annoys me, no.
John99 971 solutions 13138 answers

Glad you sorted it out.

If you wish to explain what the confusion was it may help us in future. We will be changing to a new forum soon and maybe we will be able to make it better at handling or avoiding such problems.

No doubt you tried to get in to this forum because you are having problems with Firefox, if so post again in this thread once you have asked any new question & will try to make sure it is answered.

Glad you sorted it out. If you wish to explain what the confusion was it may help us in future. We will be changing to a new forum soon and maybe we will be able to make it better at handling or avoiding such problems. No doubt you tried to get in to this forum because you are having problems with Firefox, if so post again in this thread once you have asked any new question & will try to make sure it is answered.
FredMcD
  • Top 10 Contributor
4267 solutions 59840 answers

lostbits said

I don't use "master passwords" or any such like in any of my internet interactions.

In the event that the passwords information is lost, you should record all information in a separate text file somewhere else on your hard drive, or written down. You can easily copy and paste if you need to do so. If you are concerned about someone else looking at that file, you can compress it using a password.

''lostbits [[#answer-907324|said]]'' <blockquote> I don't use "master passwords" or any such like in any of my internet interactions. </blockquote> In the event that the passwords information is lost, you should record all information in a separate text file somewhere else on your hard drive, or written down. You can easily copy and paste if you need to do so. If you are concerned about someone else looking at that file, you can compress it using a password.
FredMcD
  • Top 10 Contributor
4267 solutions 59840 answers

John99 said

Supposition but it looks like Fred was . . . .

Trying to maintain contact by email, knowing that this thread will be inaccessible once the OP signs out.

Thank you. That is why I sent the user my e-mail.

''John99 [[#answer-907247|said]]'' <blockquote> Supposition but it looks like Fred was . . . .<br><br> Trying to maintain contact by email, knowing that this thread will be inaccessible once the OP signs out. </blockquote> Thank you. That is why I sent the user my e-mail.

Question owner

Sorry if there is any confusion. This whole issue was MY FAULT. Mozilla/Firefox is blameless, though helpful. The entire problem was because I entered the wrong Username when I created my account. When I tried to signon using the correct Username (which is actually the wrong Username) I received a diagnostic message saying that either my Username or Password was incorrect. The issue and confusion arose because Mozilla allowed me to reset my password. I provided my email address, which was correct, and received email allowing me to change my password. Missing from this was a correlation between the Username that I was using and my email. So, I successfully changed my password but was (still) unable to log on.

I think that there should be some correlation made between the username used and the email address before permission is given to change the password, or, some way of determining what the password is for a given username, or some way to determine the Username. Or something else which prevents this anomalous condition from occurring again.

The other issue is there doesn't appear to be any way to ask a question without being able to supply a correct Username and Password. Since there is no way to retrieve a Username we have a catch-22 situation (by-the-by, the book is much better than the movie). Inn order to ask a question about my Username I need to know my Username, and if I know my Username I don't need to ask a question about it. Or as Groucho Marks so eloquently said, "I would never join a club which would have me as a member".

At the present time I appear to have 3 accounts. Two with a known Username and one with an unknown Username. Of these 3 accounts I would like to delete two of them, but I can't delete one of them without knowing the Username. So, catch-22.

Thanks all. You have all contributed to my knowledge (of my own lack of self-worth). Thanks

Sorry if there is any confusion. This whole issue was MY FAULT. Mozilla/Firefox is blameless, though helpful. The entire problem was because I entered the wrong Username when I created my account. When I tried to signon using the correct Username (which is actually the wrong Username) I received a diagnostic message saying that either my Username or Password was incorrect. The issue and confusion arose because Mozilla allowed me to reset my password. I provided my email address, which was correct, and received email allowing me to change my password. Missing from this was a correlation between the Username that I was using and my email. So, I successfully changed my password but was (still) unable to log on. I think that there should be some correlation made between the username used and the email address before permission is given to change the password, or, some way of determining what the password is for a given username, or some way to determine the Username. Or something else which prevents this anomalous condition from occurring again. The other issue is there doesn't appear to be any way to ask a question without being able to supply a correct Username and Password. Since there is no way to retrieve a Username we have a catch-22 situation (by-the-by, the book is much better than the movie). Inn order to ask a question about my Username I need to know my Username, and if I know my Username I don't need to ask a question about it. Or as Groucho Marks so eloquently said, "I would never join a club which would have me as a member". At the present time I appear to have 3 accounts. Two with a known Username and one with an unknown Username. Of these 3 accounts I would like to delete two of them, but I can't delete one of them without knowing the Username. So, catch-22. Thanks all. You have all contributed to my knowledge (of my own lack of self-worth). Thanks
FredMcD
  • Top 10 Contributor
4267 solutions 59840 answers

Send a personal message to Madasan giving full details of what accounts you want to close.

Send a personal message to [https://support.mozilla.org/en-US/user/madasan Madasan] giving full details of what accounts you want to close.
John99 971 solutions 13138 answers

We are not blameless if our error messages and options cause confusion. We can be sure if they cause you problems that they have caused problems for others.

I understand your reasons for not wishing to allow Firefox to store login details, but it is helpful in similar situations because it should store the correct information.

Assuming the username accounts are on the forum they probably are doing no harm.

I do not think there is a method for a forum user to change the password without being logged on. If I understand it correctly the confusion was arising whilst trying to first register with the forum. That is something I have not tried recently. I know last time I tried it out it was very confusing.

It would not surprise me that with an email address a display-name and a user-name there is room for confusion.

Do you know what your public display names are on the forum. Also note the Firefox account is something separate. That for instance is used with Firefox Sync

We are not blameless if our error messages and options cause confusion. We can be sure if they cause you problems that they have caused problems for others. I understand your reasons for not wishing to allow Firefox to store login details, but it is helpful in similar situations because it should store the correct information. Assuming the username accounts are on the forum they probably are doing no harm. I do not think there is a method for a forum user to change the password without being logged on. If I understand it correctly the confusion was arising whilst trying to first register with the forum. That is something I have not tried recently. I know last time I tried it out it was very confusing. It would not surprise me that with an email address a display-name and a user-name there is room for confusion. Do you know what your public display names are on the forum. Also note the Firefox account is something separate. That for instance is used with Firefox Sync