1345630 - Password reset fails

Status: RESOLVED FIXED

(support.mozilla.org - Lithium :: User Experience & Design, defect)

Description

[Forest]

Attachment: screenshot mozilla.png

User Agent: Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Ubuntu Chromium/56.0.2924.76 Chrome/56.0.2924.76 Safari/537.36

Steps to reproduce:

After having my password rejected by the support.mozilla.org login page, I requested a password reset. Following the link that then arrived by email, I reached the password reset page and entered a new password.


Actual results:

The password reset form rejected my password, with these error messages:

Correct the highlighted errors and try again.
Sorry, we are unable to reset your password.

This seems to happen no matter what password I enter. There are no highlighted errors.


Expected results:

It should have accepted my new password.

Comment 1

[Noah (NoahSUMO/SolidSnake) [:Noah]]

Thank you Forest for this bug report!

Very sorry you're dealing with this problem. I'll get our admins to look into this. To help them help you faster, can you share the username you tried to login with? And is this a brand new account you created or one that existed before 2017? In early February 2017, we did a site migration to a new platform which caused some issues with not allowing older accounts to reset their passwords. Newly created accounts seem to not have this problem. So I'd just like to verify that.

Comment 2

[Forest]

Username: foresto

The account was definitely created before 2017.

Comment 3

[guigs [:guigs] PST (please needinfo me!)]

Forest, I am going to reach out to you directly for a temporary, admin reset of your password. Please check your email in a moment.

Comment 4

[Forest]

Done.  Actually, someone else had already done this a couple days ago.  Thanks, all.  I no longer need a password reset now.