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.

Reset password but Firefox still says incorrect

  • 1 reply
  • 5 have this problem
  • 4 views
  • Last reply by cor-el

Ken Cooper
Ken Cooper
more options

I couldn't log into my support account. I asked for a password reset which was received. I reset the password but Firefox 54 still wouldn't recognise it. I reset it again, using the same password, with the same result. Luckily I have another email address as when I was trying to set up a new support account it said that my email address and username were already used and refused to let me access it because it didn't recognise the password. So what do I do next, my original account won't let me in regardless of how many times I reset the password.

I couldn't log into my support account. I asked for a password reset which was received. I reset the password but Firefox 54 still wouldn't recognise it. I reset it again, using the same password, with the same result. Luckily I have another email address as when I was trying to set up a new support account it said that my email address and username were already used and refused to let me access it because it didn't recognise the password. So what do I do next, my original account won't let me in regardless of how many times I reset the password.

All Replies (1)

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

In case of issues with Sync you can try this: Disconnect from Sync and Reconnect to Sync again. You can disconnect from Sync by clicking the e-mail address in the "3-bar" Firefox menu button drop-down list or go to "Options/Preferences > Sync". Delete the signedInUser.json file in the Firefox profile folder and delete the Weave folder (Sync was formerly named Weave). Remove an existing chrome://FirefoxAccounts entry in the Firefox Password Manager. If that isn't enough then delete the prefs.js files to reset all prefs and maybe also delete the compatibility.ini file to reinitialize the profile. Delete and re-create the Firefox account or change the Sync password.

You can use the button on the "Help -> Troubleshooting Information" (about:support) page to go to the current Firefox profile folder or use the about:profiles page.