Firefox says my account already exists, but will not allow me access
I have registered with mozilla support, and I can sign in using my user name and password. To set up sync, I have to use my email address. When I try to do this, it says that an account with my address already exists, even though I have never set it up. At the same time, it will not recognise my support password, nor will it allow a new password without trashing the account.
Any thoughts?
Chosen solution
Sync data is erased from the Sync servers when you change your password to allow you to start afresh with your same Sync account - it doesn't make you create a new account. Data on the individual devices is not affected.
A fresh data load will be sent to the Sync server as you connect each device with the new password.
When the password is changed all the data on the Sync server becomes worthless - the password is used to create a unique "key" to encrypt your data as it "leaves" your devices for the Sync server. On the "return trip" from the Sync server to one of your devices that data is de-crypted via the "password". The Sync server stores your Sync data encrypted - without the unique "key" (which is saved in your Firefox installation) no one can read your data.
minor edit for clarity
Read this answer in context 👍 1All Replies (6)
All registration and log in data for Firefox Accounts (Sync and other services like Pocket) is completely separate from your Support.Mozilla.Org account here. Each registration you make with any Mozilla website is separate from each other one; nothing is shared across sub-domains. Everything was setup at different times by different working groups, which would make it hard to change across the board without great difficulty and possible user confusion during a transition.
Thanks for working on Sunday, first of all, and it's a relief to hear that. Now we can concentrate on the main problem. The difficulty is that somehow, without my conscious intervention, mozilla has my email address associated with an account to which I have no access, and will not allow me access without trashing the account and all the associated records. I automatically keep a record of passwords associated with sites, and there is nothing here.
Any thoughts?
Can you log in to the Sync account or request a new password via this page?
Here's what it says when I say I've forgotten my password:
Resetting your password will erase your browsing data from our servers. Any data on your devices will remain untouched. Begin the reset process by entering your email below.
I am not at all sure what this means. Obviously, it will erase whatever data Firefox has. The question is, will those data be replaced from my devices when I set up sync, or not? Are they the same data? Effectively, I am being asked whether I want to erase my account and set up a new one.
Do I?
Thank you for your suggestion, though. It did clarify the situation
Chosen Solution
Sync data is erased from the Sync servers when you change your password to allow you to start afresh with your same Sync account - it doesn't make you create a new account. Data on the individual devices is not affected.
A fresh data load will be sent to the Sync server as you connect each device with the new password.
When the password is changed all the data on the Sync server becomes worthless - the password is used to create a unique "key" to encrypt your data as it "leaves" your devices for the Sync server. On the "return trip" from the Sync server to one of your devices that data is de-crypted via the "password". The Sync server stores your Sync data encrypted - without the unique "key" (which is saved in your Firefox installation) no one can read your data.
minor edit for clarity
Modified by the-edmeister
Many thanks. I know precisely what I have to do, and very swiftly, too. You have both been very helpful,
Best,
David