1616148 - Unable to access FPN after changing primary email address on Firefox Account

Status: RESOLVED FIXED

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

Description

[Ryan Kelly [:rfkelly]]

A user reported this on reddit, and in Matrix:

So far the Firefox VPN has been great, kudos to the Firefox team. However my account is
currently glitched (probably due to changing my primary email) and the main website
https://fpn.firefox.com wants me to join the wait list when I try to sign in. Clicking the
download link in the email I was sent by the Firefox VPN team also redirects me to the
wait list page.

Could a Mozilla employee help me out? Or can somebody direct me to the correct form to
contact somebody who can? https://accounts.firefox.com/support Redirects me to my
main account page, which has no support link. The support articles instruct me to open
my Firefox VPN application to contact support, but I currently don't have it.

Filing as a bug so we don't lose track of it, and in bugzilla rather than github in case we need to ask for PII from the user in order to debug.

Comment 1

[Michael]

I'm the user in question, let me know if you need to know any details and I'll share them privately.

Comment 2

[Wil Clouser [:clouserw]]

FPN may be using email addresses as a key. If they use FxA UID instead it wouldn't change when the email address changed.

Comment 3

[Chris More [:cmore]]

(In reply to Michael from comment #1)

I'm the user in question, let me know if you need to know any details and I'll share them privately.

Thanks, Michael. We're digging in still. This is good feedback.

Comment 4

[Chris More [:cmore]]

(In reply to Michael from comment #1)

I'm the user in question, let me know if you need to know any details and I'll share them privately.

We got the issue resolved, but we'll need to fix your account manually. I just emailed you at the email of this Bugzilla profile. Thanks!

Comment 5

[Chris More [:cmore]]

All fixed! Thanks, Michael for helping us improve our systems. Enjoy the VPN on Windows 10 and Android. (iOS is coming very soon)