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

No access to VPN acount

  • 4 uphendule
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  • Igcine ukuphendulwa ngu seanwangley

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Hi... This situation applies to me too. I created a new account for the VPN, paid the subscription, but have no password for my new account, [email]. Can you assist me too?

[email]

I attempted to sign up for Mozilla VPN. I didn't realized that I had a FirefoxéMozilla account, so I followed the prompts to create an account. The creation of the account was successful, but no password was created. I assumed that the password would be established when I purchased and subscribe to the VPN service. I purchased the VPN and instructions were sent to the new account, but I can not access it.

The VPN sign procedure clearly says "create an account", so I entered new account information. So now, the VPN service was purchased with my credit card and the VPN setup instructions were sent the new account/ email which I can not access and I can't use the VPN.

I tried assigning my new account/email address to my secondary account, but am not permitted to do so. I am unable to generate and receive a new password for the account associated with the VPN because I do not have access to the new mozilla-hosted account.

Which of these solutions are possible? 1. Assign the VPN to my prior account. 2. Permit me to create a password for the new account 3. Receive a refund and start over from scratch

Puzzled user

How do I get through this opaque process so I can get the service I paid for?

Hi... This situation applies to me too. I created a new account for the VPN, paid the subscription, but have no password for my new account, [email]. Can you assist me too? [email] I attempted to sign up for Mozilla VPN. I didn't realized that I had a FirefoxéMozilla account, so I followed the prompts to create an account. The creation of the account was successful, but no password was created. I assumed that the password would be established when I purchased and subscribe to the VPN service. I purchased the VPN and instructions were sent to the new account, but I can not access it. The VPN sign procedure clearly says "create an account", so I entered new account information. So now, the VPN service was purchased with my credit card and the VPN setup instructions were sent the new account/ email which I can not access and I can't use the VPN. I tried assigning my new account/email address to my secondary account, but am not permitted to do so. I am unable to generate and receive a new password for the account associated with the VPN because I do not have access to the new mozilla-hosted account. Which of these solutions are possible? 1. Assign the VPN to my prior account. 2. Permit me to create a password for the new account 3. Receive a refund and start over from scratch Puzzled user How do I get through this opaque process so I can get the service I paid for?

Okulungisiwe ngu Andrew

Isisombululo esikhethiwe

Issue resolved; refund received. Will enrolled as recommended at a future date.

Thank-you very much!

Funda le mpendulo ngokuhambisana nalesi sihloko 👍 0

All Replies (4)

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Hi there,

thank you for posting this on the forum! We are currently investigating this as we have several users reaching out about similar problems.

When creating a subscription for Mozilla VPN you will have to use an existing email address, we are sorry for the confusion caused! Can you please confirm if you have paid with Apple Pay or directly with us?

If you paid with Credit Card or PayPal directly to us I will need your email address to locate the subscription and refund the money. For security reasons, I will send you a private message now to which you can respond with an email address I can contact you on. Once I have received your reply I will reach out to you directly.

Thank you!

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Hello..

I have sent two replies to MagsMoz and enclosed both addresses requested. I have not received any acknowledgement.

Purchased VPN service with newly created account, xxxxxx, but have no password to this account because there is no process to create one.

Please contact me at: xxxxxxxxxx

Okulungisiwe ngu MagsMoz

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Hi there!

Thanks for letting now. I apologize for the delay, we currently receive more requests than usual and try to attend to the help forum on top whenever we can.

I have just seen your DM, I will reach out to you now and delete your last response where you have mentioned your email, due to security reasons.

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Isisombululo Esikhethiwe

Issue resolved; refund received. Will enrolled as recommended at a future date.

Thank-you very much!