This article explains what to do if you have been locked out of your Mozilla account two-step authentication login.

• If you received a message that your Mozilla account was locked because a confirmation email was returned, see the I'm having problems confirming my Mozilla account article instead.

Two-step authentication adds extra security to your Mozilla account by making it harder for someone else to sign in to your account. If you’ve gotten locked out of your two-step authentication login, you can use one of your previously saved backup authentication codes to securely regain access to your account. Alternatively, if you have a device still signed in to your account, you can use that device to disable two-factor authentication, so you can sign in to your account without two-step authentication.

I have my two-step authentication device but it says invalid code

1. Ensure you’re using the correct authentication application. You may see a name on it such as “Firefox:”.
2. If you're using Google Authenticator, tap on the three-dot menu, go to Settings, select Time correction for codes and then Sync now.
3. Check your device clocks: Authentication apps rely on accurate time settings. Ensure that both your authentication device and the device you're logging into have the correct date and time settings. Consider enabling automatic time synchronization in your device settings.

I lost my two-step authentication device but I have another signed-in device

If you're locked out of your account but have a device still signed in via two-step authentication, you can use that device to disable two-step authentication:

1. Go to https://accounts.firefox.com and sign in.
2. Under Security, click the Disable button next to Two-step authentication.
3. Click the Disable button in the Disable two-step authentication? prompt.

If you don't have access to your signed-in devices and lost your two-step authentication devices, continue to the sections below.

I lost my two-step authentication device but I have a backup authentication code

1. Go to https://accounts.firefox.com and sign in.
2. If you are prompted for a two-step authentication code, click Trouble entering code?
3. If you are prompted with a choice between Recovery phone and Backup authentication code, choose Backup authentication code.
4. Enter one of your previously saved backup authentication codes.
   • If you don't remember saving your backup authentication codes, search your device or cloud storage for a file named <your_email> backup authentication codes.txt or <your_email> Firefox backup authentication codes.txt.
5. Go to Security and click the Disable button next to Two-step authentication.

I lost my two-step authentication device but I have a recovery phone

After you enter your account’s password to sign in, the login process will request the code from your authenticator app. If you lose access to your authenticator app, you can request a code via SMS to regain access to your Mozilla account, as long as you have previously set up your recovery phone number.

1. Go to https://accounts.firefox.com and sign in.
2. If you are prompted for a two-step authentication code, click Trouble entering code?
3. Choose the recovery phone option to receive the text message.
4. Enter the six-digit code that you received via SMS.
5. Go to Security and click the Disable button next to Two-step authentication.

I lost my two-step authentication device, can’t find my backup authentication codes and don’t have a signed-in device but I did previously register my phone number

If you have set up a recovery phone and can transfer that number to another sim card or device, you will be able to receive your one-time password as long as you have previously saved your recovery phone number.

If you don’t have a recovery phone number, unfortunately, deactivation by Mozilla of two-step authentication is not supported, and you will not be able to access your existing Sync data. For more information, see Sync Firefox data. You can however create a new account with a different email address to begin syncing again and reach out to our support team to cancel any active subscription.

I lost my two-step authentication device, can’t find my backup authentication codes and don’t have a signed-in device. Can I request to delete my Mozilla account?

In this case, it is currently not possible to delete your Mozilla account, since we don't have a way to verify your identity and ownership of that account. We recommend creating a new Mozilla account to use Firefox Sync and other services that require a Mozilla account.