1393275 - unlock sync account

Status: RESOLVED FIXED

(Cloud Services :: Server: Firefox Accounts, defect)

Description

[D BERGERON]

Attachment: 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 [e-mail] 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.

Comment 1

[Ryan Kelly [:rfkelly]]

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?

Comment 2

[Jon Buckley [:jbuck]]

MySQL [fxa]> select * from emailBounces where email = '[e-mail]';
+--------------------------+------------+---------------+---------------+
| email                    | bounceType | bounceSubType | createdAt     |
+--------------------------+------------+---------------+---------------+
| [e-mail] |          3 |             9 | 1503002707208 |
+--------------------------+------------+---------------+---------------+
1 row in set (0.00 sec)

MySQL [fxa]> delete from emailBounces where email = '[e-mail]';
Query OK, 1 row affected (0.01 sec)

Comment 3

[D BERGERON]

(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.