Join the AMA (Ask Me Anything) with the Firefox leadership team to celebrate Firefox 20th anniversary and discuss Firefox’s future on Mozilla Connect. Mark your calendar on Thursday, November 14, 18:00 - 20:00 UTC!

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

Nordpass for Firefox Premium

Ivor
Ivor
more options

Hi ! I'm a long term user of the "Firefox" browser. My Firefox User Nº is : 14634487 I'm also an existing long term user of both "NordVPN" and "NordPass".

When logging in to "Nordpass" this morning on my (new) MacBook Pro, I received a message in the App window stating that they were "ending support for my extension on 30th of September" and inviting me to "get the latest extension to continue using NordPass in a browser"

So, I bought a 2 year subscription for the extension 'NordPass Premium for Firefox'. Nordpass has acknowledged this by email: Quote : "Thank you for your purchase Here are the details of your order. Item  : NordPass: 2-year subscription Price : £29.43/2 years VAT 20% - £5.89 Total: £35.32/2 years"

In a 'Welcome' email sent by NordPass, I clicked on "Download NordPass which opened a Firefox 'Add-Ons' web-page for downloading the app named "NordPass Password Manager and Digital Vault" - but the only functioning button was 'REMOVE' ! I tried to 'Log In' at the top right corner of the page but I then became stuck in a continuous loop of picture identifications to prove I was not a robot ! It just went on and on ! I abandoned it for a while and, when I returned, the 'Robot check was gone but all my attempts to get the extension have failed ! I can't for the life of me find ANY means of downloading and installing the extension I've PAID FOR !

Whether this is all owing to a fault on the "NordPass" side or in the "Firefox" browser side is a mystery to me. Either way, I'm sending this message to BOTH.

I've now given up trying to do it unaided. PLEASE, could someone advise me how I can get my extension !! If this isn't resolved quickly, I'll seek to have a refund of my £35.32 and will have seriously to consider leaving both "NordVPN" and "NordPass" and/or defecting from "Firefox" to the "Safari" browser.

I'm waiting eagerly to get this sorted. Regards, Ivor Mitackis

Hi ! I'm a long term user of the "Firefox" browser. My Firefox User Nº is : 14634487 I'm also an existing long term user of both "NordVPN" and "NordPass". When logging in to "Nordpass" this morning on my (new) MacBook Pro, I received a message in the App window stating that they were "ending support for my extension on 30th of September" and inviting me to "get the latest extension to continue using NordPass in a browser" So, I bought a 2 year subscription for the extension 'NordPass Premium for Firefox'. Nordpass has acknowledged this by email: Quote : "Thank you for your purchase Here are the details of your order. Item : NordPass: 2-year subscription Price : £29.43/2 years VAT 20% - £5.89 Total: £35.32/2 years" In a 'Welcome' email sent by NordPass, I clicked on "Download NordPass'' which opened a Firefox 'Add-Ons' web-page for downloading the app named "NordPass Password Manager and Digital Vault" - but the only functioning button was 'REMOVE' ! I tried to 'Log In' at the top right corner of the page but I then became stuck in a continuous loop of picture identifications to prove I was not a robot ! It just went on and on ! I abandoned it for a while and, when I returned, the 'Robot check was gone but all my attempts to get the extension have failed ! I can't for the life of me find ANY means of downloading and installing the extension I've PAID FOR ! Whether this is all owing to a fault on the "NordPass" side or in the "Firefox" browser side is a mystery to me. Either way, I'm sending this message to BOTH. I've now given up trying to do it unaided. PLEASE, could someone advise me how I can get my extension !! If this isn't resolved quickly, I'll seek to have a refund of my £35.32 and will have seriously to consider leaving both "NordVPN" and "NordPass" and/or defecting from "Firefox" to the "Safari" browser. I'm waiting eagerly to get this sorted. Regards, Ivor Mitackis

All Replies (2)

Edward Sullivan
Edward Sullivan
  • Moderator
more options

Hey Ivor,

In reading your post, the only time the "Remove" button would display on the extension listing page is if you already have the extension installed.

To check, you can click the puzzle piece at the top right of your browser to see which extensions you already have installed.

Or you could just click the "Remove" button which should revert the button back to the state you see in my screenshot ("Add to Firefox"), at which point you can simply just install again.

Hope that helps -- Ed

Modified by Edward Sullivan

Helpful?

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 25 Contributor
more options

Hi Ivor, based on the Add-ons list you shared, you have two different NordPass extensions installed and enabled:

  • NordPass (desktop app version)
    version 5.21.10 (id: nordpass@nordpass.com)
  • NordPass Password Manager & Digital Vault
    version 5.21.10 (id: nordpassStandalone@nordsecurity.com)

Based on the page you mentioned in your question, my guess is that the second one is for paid subscribers. Could you go ahead and disable the first one? You should be able to do that on the Add-ons page, either:

  • Command+Shift+A
  • menu button > Add-ons and Themes
  • Tools menu > Add-ons and Themes

In the left column, click Extensions, ad then click the blue slider switch next to the extension's name to move it to the Disabled list.

If that resolves the issue, then you could remove the disabled one completely. If the problem continues, try the opposite, re-enable the first one and disable the second one. If that doesn't resolve it, then please check with Nord on how to resolve this.

Add-on links for reference:

Helpful?

Ask a question

You must log in to your account to reply to posts. Please start a new question, if you do not have an account yet.