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reset password from recovery impossible

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SuMo Bot
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Hi there, I'm desperate... I don't have the Sync password anymore, I do have the recovery key. There is a problem: in the "KB help page" it says:

1 Click the Forgot your password? link on the sign-in page. 2 Check your email and click the password reset link in it. 3 Enter your account recovery key. 4 Create a new password. 5 Create a new account recovery key.

Problem: when I click on "forgot password" there is no option for recovery. I receive the link by email, I click on the "reset link" As per KB I expect the option to recever account, but the page ONLY has the space for the NEW password. There is no place to put the recovery key. There is only option to reset the password (and erase all my data).

I attached screenshots that show the options I'm given. There is no mention to "retrieve account via recovery key" or to the "recovery key" at all.

Please help / advise: it's vitally important to me to retrieve my firefox sync account.

Thank you dearly Guido

Hi there, I'm desperate... I don't have the Sync password anymore, I do have the recovery key. There is a problem: in the "KB help page" it says: 1 Click the Forgot your password? link on the sign-in page. 2 Check your email and click the password reset link in it. 3 Enter your account recovery key. 4 Create a new password. 5 Create a new account recovery key. Problem: when I click on "forgot password" there is no option for recovery. I receive the link by email, I click on the "reset link" As per KB I expect the option to recever account, but the page ONLY has the space for the NEW password. There is no place to put the recovery key. There is only option to reset the password (and erase all my data). I attached screenshots that show the options I'm given. There is no mention to "retrieve account via recovery key" or to the "recovery key" at all. Please help / advise: it's vitally important to me to retrieve my firefox sync account. Thank you dearly Guido

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Ciao, in effetti sembra ci sia qualche problema Purtroppo però non ho modo di verificare. Se non ricevi altre risposte in qiesto forum, prova a chiedere qui -> https://forum.mozillaitalia.org/ dove c'è un maggior numero di utenti attivi

p.s. rispondo in italiano perché questa è la sezione in lingua italiana del forum Se preferisci supporto in inglese devi scrivere qui -> https://support.mozilla.org/en-US/

I answer in Italian because this is the Italian language section of the forum If you prefer support in English you have to write here -> https://support.mozilla.org/en-US/

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