This site will have limited functionality while we undergo maintenance to improve your experience. If an article doesn't solve your issue and you want to ask a question, we have our support community waiting to help you at @FirefoxSupport on Twitter and/r/firefox on Reddit.

Avatar for Username

Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

This thread was archived. Please ask a new question if you need help.

Sync does not recognize password as correct, even while password is clearly in use?

  • 4 replies
  • 2 have this problem
  • 4 views
  • Last reply by kilgore1928

kilgore1928
kilgore1928
more options

I have a Win 10 desktop and ios device synced. They are working. I tried to add a laptop. Says master password is not correct. However it was correct. So, I tried to change the password on the desktop. It literally pre-populated the correct password into the slot for "old password", but STILL says incorrect. Cannot generate a reset key, because of course, it thinks the password is incorrect. Again, the password is working and syncing the desktop to the ios, so it clearly is the correct password, but not sure why it thinks it is not. Any help is appreciated. Meanwhile I have managed to export all those saved passwords for other sites, so they are not lost, but wondering if I need to shut this down completely and start over? Thanks in advance.

I have a Win 10 desktop and ios device synced. They are working. I tried to add a laptop. Says master password is not correct. However it was correct. So, I tried to change the password on the desktop. It literally pre-populated the correct password into the slot for "old password", but STILL says incorrect. Cannot generate a reset key, because of course, it thinks the password is incorrect. Again, the password is working and syncing the desktop to the ios, so it clearly is the correct password, but not sure why it thinks it is not. Any help is appreciated. Meanwhile I have managed to export all those saved passwords for other sites, so they are not lost, but wondering if I need to shut this down completely and start over? Thanks in advance.

All Replies (4)

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
more options

Note that you can have a different master password on each connected device. Do not confuse the master password with the password of the Sync account.

kilgore1928
kilgore1928 Question owner
more options

Thank you I had not realized there was a master password option, however I have not set a master password, I have only set a password for sync. This is the one that the account seems not to recognize while still using it (I have just now synced again, and it is working for that, but I cannot change it or generate a reset key or add a new device)

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
more options

Can you login to the Firefox account via this web page?

In case of issues try to login to the Firefox Account via this website.

kilgore1928
kilgore1928 Question owner
more options

Thank you I can log in to the account using those sites. That's where I was when I tried to change the password.