Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Mozilla Support would not recognize my old password and would not send an email to reset it [need ADMIN]

  • 3 replies
  • 1 has this problem
  • 14 views
  • Last reply by John99

more options

Needed to find a solution to the Firefox Mobile Synching problem and tried to log in to my Mozilla Support account (https://support.mozilla.org/en-US). It would not accept my password that worked before saying that "Accounts created before December 2010 may have issues logging in. Please reset your password below. " Okay, tried to reset password and got this: "We've sent an email to any account using this address. Please follow the link in the email to reset your password." However, no email arrived, after two days and about a dozen of attempts!!!!!! At the same time, I could easily get an email confirmation of my ID and verification that account is active. The only problem is with receiving an email that resets the password.

So, I had to create a new account with a temporary email to use Support - it would not allow me to use my main email address, because "it is used by another account". Thus, my old account is completely locked, and I can not use my email address for a new one. This is not only my problem - I saw other people running into the same trouble. It needs to be fixed soon. At the very least, I need somebody with ADMIN privileges to resend me an email for password reset or delete my old account altogether, so I can use my email again. My old user ID is: TPN49. Thanks.

Needed to find a solution to the Firefox Mobile Synching problem and tried to log in to my Mozilla Support account (https://support.mozilla.org/en-US). It would not accept my password that worked before saying that "Accounts created before December 2010 may have issues logging in. Please reset your password below. " Okay, tried to reset password and got this: "We've sent an email to any account using this address. Please follow the link in the email to reset your password." However, no email arrived, after two days and about a dozen of attempts!!!!!! At the same time, I could easily get an email confirmation of my ID and verification that account is active. The only problem is with receiving an email that resets the password. So, I had to create a new account with a temporary email to use Support - it would not allow me to use my main email address, because "it is used by another account". Thus, my old account is completely locked, and I can not use my email address for a new one. This is not only my problem - I saw other people running into the same trouble. It needs to be fixed soon. At the very least, I need somebody with ADMIN privileges to resend me an email for password reset or delete my old account altogether, so I can use my email again. My old user ID is: TPN49. Thanks.

Chosen solution

It looks like it has been fixed. I was able to receive an email with a link to reset a password and log into my old account.

Read this answer in context 👍 4

All Replies (3)

more options

Someone has already flagged this for admin attention. The flag is not yet cleared but most admins probably work Monday to Friday.

I will duplicate this to another forum.


edit see now /forums/contributors/709123

Modified by John99

more options

Chosen Solution

It looks like it has been fixed. I was able to receive an email with a link to reset a password and log into my old account.

Modified by TPN495

more options

OK Glad it is fixed, thanks for posting back.

I am not sure if that was due to silent Admin action,or whether it was due to a bug fix with the SUpport. MOzilla (sumo) system.

(IIRC there may have been a couple of recent bug reports but I do not have time to look into that at the moment)