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Lolu chungechunge lwabekwa kunqolobane. Uyacelwa ubuze umbuzo omusha uma udinga usizo.

locked out of account

  • 14 uphendule
  • 1 inale nkinga
  • 7 views
  • Igcine ukuphendulwa ngu McCoy

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due to some circumstances with forgotten password, not secured codes and new phone (2FA not transfered to new phone). I cannot login to my account. I understand that I'm now unable to log on, security wise this is also OK.

All I want is to delete the old account, so I can recreate it again using my old email, not having to create a new email/account.

It seems that this is the only place to ask for help with this, which is quite bad, as the community cannot get access to the user database.

All Replies (14)

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Hello tomse0008,

I will forward this in an email to a SUMO Manager.

It may take a while before you hear anything, as it is weekend
(plus we're dealing with different time zones).

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thank you very much :-)

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tomse0008 said

thank you very much :-)

My pleasure - have a nice weekend !

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McCoy said

My pleasure - have a nice weekend !

You too!

Okulungisiwe ngu tomse0008

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If you used 2FA with your Firefox Account and you can't access the account because you can't generate the 6 digit TOTP code then you will have to create a new Firefox Account with another email address. For security reasons unfortunately it is not possible to delete an account that you can't access to regain access to that email address.

Didn't you backup 2FA recovery codes ?

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@ tomse0008 :

Just "FYI": cor-el is not the SUMO Manager whom I sent the email to.

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See this reply by Kiki:

My name is Kiki, the support community manager here. Unfortunately, there's no way to we can verify account ownership if you locked out due to 2FA issue. The only way to keep using Firefox Account is to create a  new account. 

See [https://support.mozilla.org/en-US/kb/what-if-im-locked-out-two-step-authentication here] for more information.
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cor-el said

See this reply by Kiki:

Thank you, cor-el. I did consider that thread before deciding to forward this thread to a SUMO Manager anyway, as I am not sure that this case is identical. "Doesn't hurt to ask for expert advice" was my motive .....

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In the sense that an account is bound up to an email, verification should be possible by sending an email to that account. and i.e. verify against known used ip addresses.

it also means that other services like monitor is useless, as it's bound to same email account.

I find it hard to believe that account verifications, bound to email adresses are 100% impossible.

I can understand the security issues about getting access to an accounts data. A deletion of the account and/or data should be possible, so one can recreate the account.

Before asking in here, I did go through all the steps in the above mentioned link, obviously they all failed.

cor-el said

Didn't you backup 2FA recovery codes ?

All I can say is, that I don't have them.

Okulungisiwe ngu tomse0008

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Thank you for the clarification and for checking those links, tomse0008; your last post might be very helpful.

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Hi Tom,

we apologies for the inconvenience. As cor-el and McCoy said above, currently, we don't have any process in place to recover or delete your Firefox Account if you lose your access due to 2FA. I know this isn't ideal, and we're working to escalate the issue to the product team to make it possible in the future.

For now, the only option is to create a new Firefox Account.

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@ Kiki :

Thank you for taking the time to look at this.

As this is a real problem for more and more users; would you consider filing a bug report ?

Now this OP not only needs to create a new Firefox account; they also need to create a new email address.

Thank you in advance for anything you can do to speed up a solution !

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I'm happy that the problem is escalated and hopefully fixed in the (near) future.

@McCoy, is it Kiki or I you're asking to file a bug report. if it's me, can you supply a link please?

thanks for the support so far :-) I appreciate it's taken into advisement.

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tomse0008 said

@McCoy, is it Kiki or I you're asking to file a bug report. if it's me, can you supply a link please?

I did indeed ask Kiki, but if you would file a bug report : that would be great !

Here are the links :

https://bugzilla.mozilla.org/enter_bug.cgi

https://developer.mozilla.org/docs/Mozilla/QA/Bug_writing_guidelines

It just might get the ball rolling (fingers crossed).

Good luck !

(if you do indeed file a bug report; would you be so kind as to post a link to that report here ?)