What if I'm locked out of Two-Step Authentication?

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

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.

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I have my two-step authentication device

  1. Go to https://accounts.firefox.com and sign in.
  2. Enter the authentication code from your two-step authentication application.
  3. After login, go to Security and click the Disable button next to Two-step authentication.
  4. A confirmation prompt will appear. Click the Disable button in the Disable two-step authentication? prompt.

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

  1. If you're using Google Authenticator, tap on the three-dot menu, go to Settings, select Time correction for codes, and then Sync now.
All authenticator apps depend on accurate clocks. If you are having problems logging in, please ensure the clocks are accurate on the device you are logging in on as well as your two-step authentication device.

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? and enter one of your previously saved backup authentication codes.
    • If you don't remember saving your backup authentication codes, check if your file was downloaded and saved with the filename <your_email> Firefox backup authentication codes.txt.
  3. 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

Unfortunately, deactivation by Mozilla of two-step authentication is not supported, and you will not be able to access your existing Sync data. You can however create a new account with a different email address to begin syncing again.

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.

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