1545064 - retrieve account

Status: RESOLVED INCOMPLETE

(support.mozilla.org :: Users and Groups, task, P3)

Description

[wayne]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/73.0.3683.103 Safari/537.36

Steps to reproduce:

Hello, I have not signed for three years over my Mozilla account today want to get it back, but did not succeed, because both were unsuccessful reset the password or retrieve username by mail. I applied for a re-activated on https://support.mozilla.org/zh-CN/users/auth, but did not receive the activation email. cc [e-mail]

Comment 1

[Shane Tomlinson [:stomlinson]]

I see the locale is zh-CN, was your account with the Mozilla China hosted Firefox Accounts or the rest-of-the-world Firefox Accounts?

Comment 2

[wayne]

I registered at https://www.mozilla.org. After I found out that the account could not be retrieved, I have contacted https://www.firefox.com.cn for the first time. The reply they gave me was "used the Global Service". and ask me to submit the bug information here.

Comment 3

[Shane Tomlinson [:stomlinson]]

Thanks, re-reading the original description, are you trying to sign in to support.mozilla.org or to Firefox Sync? I'm assuming Firefox Sync, but "I applied for a re-activated on https://support.mozilla.org/zh-CN/users/auth" says you are trying to sign in to support.mozilla.org, possible to ask a question about this problem?

If you are trying to sign into Sync, is the registered email the one you used to file this ticket?

Comment 4

[wayne]

I tried to retrieve the password with the registered email ([e-mail]), but did not receive any mail, and applied for a re-activated on https://support.mozilla.org/zh-CN/users/auth, also did not receive any mail.

Comment 5

[Shane Tomlinson [:stomlinson]]

(In reply to wayne from comment #4)

I tried to retrieve the password with the registered email ([e-mail]), but did not receive any mail, and applied for a re-activated on https://support.mozilla.org/zh-CN/users/auth, also did not receive any mail.

I wasn't very clear in my question, when you tried to sign in originally, was that on https://accounts.firefox.com or https://support.mozilla.org? And similarly, when you tried to retrieve the password, was that on https://accounts.firefox.com or https://support.mozilla.org?

Comment 6

[wayne]

I registered at https://support.mozilla.org, and also tried to sign in and retrieve the password on https://support.mozilla.org

Comment 7

[Shane Tomlinson [:stomlinson]]

Thanks Wayne, I'm going to punt this over to support.mozilla.org, from the sounds of it you are having trouble there rather than on Firefox Accounts.

Comment 8

[wayne]

Thanks

Comment 9

[Tim Casey]

Hi Wayne, The support.mozilla.org (SUMO) site now uses Firefox Accounts for authentication.

Please try signing in with your Firefox Account. If you don't have one, create one using the same email address you mentioned above and the accounts should link up. Let me know how you go.

FAQ: https://support.mozilla.org/en-US/kb/firefox-accounts-mozilla-support-faq

Comment 10

[wayne]

Hi Tim, I tried to sign in with my Firefox Account but failed, so I created new one as you say, there's nothing in new account, my past date all gone.

Comment 11

[Tim Casey]

That will usually mean that your SUMO account wasn't using that email address.

Can you please go here: https://support.mozilla.org/en-US/users/forgot-username

Type in any of your email addresses that you've used in the past (even if you don't think you used that address, try them anyway). Wait 15 minutes and check each mailbox for new mail from Mozilla (also check spam folders etc).

If this doesn't work we'll need someone with admin access on SUMO to assist.

Comment 12

[wayne]

I am very sure the email [e-mail] is registered email address.

Comment 13

[Wayne Mery (:wsmwk)]

Still an issue?