1498558 - Lost my access to firefox accounts.

Status: RESOLVED INACTIVE

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

Description

[Rigin Oommen]

User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/69.0.3497.100 Safari/537.36

Steps to reproduce:

Last day my phone crashed any my OTP application also got reset. So now I cannot access my firefox accounts with the reps portal for the council voting. Can someone please help me with this

Comment 1

[Rigin Oommen]

Thanks Michael

Comment 2

[Henrik Mitsch [:hmitsch]]

We had some off-bug emails. Looks like navigating to https://accounts.firefox.com/settings/two_step_authentication from a sign-ed-in device does not allow adding recovery codes or disabling 2FA without entering a 2FA token.

Bouncing this to the FxA team (ni :jbuck) to ask if they have any suggestion on how to recover this account.

Best regards,
   Henrik

Comment 3

[Ryan Kelly [:rfkelly]]

Hi Rigin, did you save any 2FA recovery codes when you were setting up the OTP application?  I'm afraid there is no way to regain access to your account without either the OTP application or a saved recovery code.

Comment 4

[Shane Tomlinson [:stomlinson]]

Hi Rigan, if you have even one device currently connected to Firefox Sync,
using that device, you can load up FxA's settings page and disable 2FA.

Comment 5

[Rigin Oommen]

Hello Ryan and Shane

I tried with my existing devices it asks for login and 2fa code. I searched for the recovery code but i don't find it yet.

Comment 6

[Rigin Oommen]

Hello all 

I want to access reps portal due to the login issues I can't access anything. Can you please share the current status of my issue.

Regards
Rigin Oommen

Comment 7

[Alex Davis [:adavis]]

Rigin,
When you said you checked on other devices, did you check on devices *that have Sync enabled*? If so, what device type was it (desktop, iOS or Android)? I would like to provide you clear instructions.

As per your recovery keys, the default file name is "[your_email] Firefox Recovery Key.txt". If you did save it and didn't change the file name, it should be easier to find knowing the file name.

Comment 8

[Rigin Oommen]

Hey Alex

The signed in device is Firefox Desktop also i tried searching the recovery code of the same filename but i did not find it.

Comment 9

[Alex Davis [:adavis]]

I will close this but there was apparently an answer waiting on me 1 year ago. I will elaborate in case someone else lands on this.

If someone loses their OTP (e.g. Authenticator) and doesn't have recovery codes BUT they still have a browser signed in, they can normally disable TOTP from that browser that is still signed in to regain access to their account on new devices.