Status

Cloud Services
Server: Firefox Accounts
RESOLVED FIXED
5 months ago
4 months ago

People

(Reporter: D BERGERON, Unassigned)

Tracking

Firefox Tracking Flags

(Not tracked)

Details

Attachments

(1 attachment)

(Reporter)

Description

5 months ago
Created attachment 8900508 [details]
AccountLocked.jpg

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:55.0) Gecko/20100101 Firefox/55.0
Build ID: 20170814072924

Steps to reproduce:

1.Attempted to Login to FireFox Sync
2. Followed "let us know" link in "If this is a valid email address, let us know and we can help unlock your account."


Actual results:

1. Received "Sorry. We’ve locked your account.

The confirmation email we sent to danbergeron@netscape.net was returned and we’ve locked your account to protect your Firefox data."
2. Link to Mozilla Support Page with know further assistance provided.


Expected results:

1. I should have been able to login.
2. There was the perception that the link would allow me to unblock or validate my email address without entering a bug.

Updated

5 months ago
Component: Untriaged → Server: Sync
Product: Firefox → Cloud Services
Version: 55 Branch → unspecified

Updated

5 months ago
Component: Server: Sync → Server: Firefox Accounts

Comment 1

5 months ago
Thanks for the report.  I'm adding Alex Davis, our product manager, in response to your feedback about perception here.

:jbuck, can we please clear the block for this user?

The email address sounds familar, have you been caught up in the unable-to-send-email state in the past?
Flags: needinfo?(jbuckley)

Comment 2

5 months ago
MySQL [fxa]> select * from emailBounces where email = 'danbergeron@netscape.net';
+--------------------------+------------+---------------+---------------+
| email                    | bounceType | bounceSubType | createdAt     |
+--------------------------+------------+---------------+---------------+
| danbergeron@netscape.net |          3 |             9 | 1503002707208 |
+--------------------------+------------+---------------+---------------+
1 row in set (0.00 sec)

MySQL [fxa]> delete from emailBounces where email = 'danbergeron@netscape.net';
Query OK, 1 row affected (0.01 sec)
Flags: needinfo?(jbuckley)
(Reporter)

Comment 3

5 months ago
(In reply to Ryan Kelly [:rfkelly] from comment #1)
> Thanks for the report.  I'm adding Alex Davis, our product manager, in
> response to your feedback about perception here.
> 
> :jbuck, can we please clear the block for this user?
> 
> The email address sounds familiar, have you been caught up in the
> unable-to-send-email state in the past?

Hello Ryan, yes its me Dan, and yet again caught up in the unable-to-send-email state. I think we are making some progress toward speeding recovery of an erroneously blocked email/account.  Nice working with you again, again and again.  Keep um flying.

Updated

4 months ago
Status: UNCONFIRMED → RESOLVED
Last Resolved: 4 months ago
Resolution: --- → FIXED
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