Compare Revisions

If you’ve forgotten your Firefox Accounts password, reset it to a new password, then log in to the VPN with your new password.

If you are having trouble logging into Mozilla VPN, you can try any of the steps in this article to resolve most issues. __TOC__ =Possible solutions= ==All platforms== *Make sure you are using the email and password combination associated with the Firefox account used to purchase your subscription. *Manually type in your credentials instead of pasting them or using a password management application. *Visit accounts.firefox.com on your web browser and log in. Then try to log into the VPN using the same credentials. {note}'''Note:''' If you are unable to log into accounts.firefox.com, then you may need to perform a password reset by following the [[#w_reset-your-firefox-account| steps below]].{/note} ==Desktop users== *Change your default browser to Firefox: **If Firefox is already your default browser, please try logging in using a different browser to see if the issue persists. **It's important to have the latest version installed. To learn how to update Firefox, visit [[Update Firefox to the latest release]]. *Disable any pop-up blocker extensions/add-ons installed. *Clear the cookies and cache of your web browser. =Reset your Firefox account= If none of the above solutions work, you can try resetting your Firefox account to log in to Mozilla VPN. These are the instructions for the different platforms: {warning}Any data you have on the server will be erased when you reset your password (unless you use [[Reset your Firefox Account password with Recovery Keys|recovery keys]]). We will be able to recover your payment information but not your browsing information, bookmarks and logins. Your other devices will stop synchronizing unless you update them with the new password.{/warning} ==Reset your Firefox account from a desktop or laptop computer== #Click on the menu button [[Image:Fx89menuButton]] to open the menu panel. #Click on {button Sign In} next to {menu Sync and save data}. #On the ''Sign in'' page, type your Firefox Account email and click ''Continue''. #Click ''Forgot password?'' #You will be asked to enter the email address associated with your Firefox Account. Firefox will send you a reset email. #Follow the instructions received in your email to change your password. After signing in with your new password, remember to update your password on each of your synced devices. ==Reset your Firefox account from an Android device== #Open the Firefox app. #Tap the menu button. #;[[Image:androidmenu89|width=320]] #Tap {menu Settings}. #Tap {menu Turn on Sync}. #The options ''Ready to Scan'' and ''Use email Instead'' will appear. Select {button Use email Instead} to be taken to the ''Sign in'' page. #Type your Firefox Account email and tap ''Continue''. #When you're asked to type your password, tap on ''Forgot password? '' #Enter the email address associated with your Firefox Account. #You will receive an email with instructions to reset your password. {note}Once you’ve changed your password, log in to Mozilla VPN with your new password.{/note} ==Reset your Firefox account from an iPhone or iPad== #Open the Firefox app. #[[Template:iosmenu]] #Tap {menu Settings}. #Tap {menu Sign in to Sync}. #The options ''Ready to Scan'' and ''Use email Instead'' will appear. Select {button Use email Instead} to be taken to the ''Sign in'' page. #Type your Firefox Account email and tap ''Continue''. #When you're asked to type your password, tap on ''Forgot password? '' #Enter the email address associated with your Firefox Account. #You will receive an email with instructions to reset your password. {note}Once you’ve changed your password, log in to Mozilla VPN with your new password.{/note} =I’m still unable to log in to Firefox accounts= If you’re unable to log in or contact us through the '''Contact Us''' form in the VPN menu, [mailto:fxasupport@mozilla.com?subject=2FA Reset Request contact us through this link].