One of our longtime contributors, Tonnes, is close to quitting contributing to our site because of this bug. He can not login no matter how many times he's gone thru the password reset process. His email has been verified to be the correct one and he can successfully receive the password reset emails at that email address. His profile page under Moderator Controls even says: Email verification status: Verified Tonnes user page: https://support.mozilla.org/t5/user/viewprofilepage/user-id/3328 This could be affecting more users than this single account so I've called this a tracking bug to find & collect the other affected accounts here rather than filing a new bug for each new account we find to have this problem. We really need some priority here! Since our contributor has been waiting over a week to even login & feels so hopeless over this situation they are going to leave the community.
Can you guys help escalate this? Thanks!
Looks like with the help of Patrick, we were able to get Tonnes back in his account! \o/ I'll leave this bug open for anyone else we encounter with this problem. Thanks everyone!
Thanks Noah and yes, let us know if you run into anyone else with this issue.
The user wwwoolf has also encountered this issue: https://support.mozilla.org/t5/user/viewprofilepage/user-id/436404 Full details: http://forums.mozillazine.org/viewtopic.php?p=14734802#p14734802 "I've done that a gazillion times [pass reset] but it always loops me back to "we don't recognize this account, reset password". No matter how many times I reset. It says the reset is successful but then won't let me in. The link you provided is the first time in many months I have seen my user name/info. But I don't see where to change the email without logging in which I can't do. I don't know what a sumo account is? I have signed up with 3 different email addresses to bypass the issue, but get the same message with all of them." We're working with him to see if we can resolve it with a manual password reset in the Admin settings.
Noah, is this still an issue for user wwwoolf?
I am getting exactly the same symptoms as outlined by user krazykat4 a month ago here:https://support.mozilla.org/t5/Firefox/Unable-to-reset-my-password/m-p/1369723
Rachel can you assist?
Madalina I reset wwoolf back in Feb 27 and never heard back from the email I sent them. As for John I am happy to assist outside the bug I will send you a manual password reset.
Please also note, any account created before Feb 7 2017 will need to reset their password with the original username. If your username did not meet the lithium username requirements, then your username was changed and you need to file a bug.
I sent John a password reset, I will keep this bug open for the original user, and mark it closed if they do not respond.
Hey guigs, thanks for the help! I created this bug as sort of a tracker for all pass reset issues we run into so we could group them in one place & avoid a bunch of separately filed ones. Thankfully pass reset issues aren't being reported much anymore and I hope it continues to be that way. :)