Need to have my Firefox account unlocked, deleted the Authenticator app and I'm not being prompted for an alternative method to confirm identity. I also no longer have my Recovery Key code to unlock the account.
Categories
(Cloud Services :: Server: Firefox Accounts, defect)
Tracking
(Not tracked)
People
(Reporter: kevhil, Unassigned)
Details
Attachments
(1 file)
|
138.80 KB,
image/png
|
Details |
Screen Shot 2021-05-19 at 5.22.57 PM.png
User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:88.0) Gecko/20100101 Firefox/88.0
Steps to reproduce:
Accidentally deleted Authenticator app from my phone that was configured for FireFox Multi-Factor. Tried re-installing it but not able to sync my account back without having access to my account.
Locked out of my account on ALL devices - lost my Recovery Key so unable to enter 6-digit code to unlock account.
Still have access to the email account that was used when setting up my FireFox account - would like to have an option to have an email sent for 2-Factor Auth if Authenticator is failing or not working.
Actual results:
Nothing - completely locked out of account - reached out to FireFox accounts team and they advised nothing they can do without Recovery Key.
However, I still have access to the email account used when setting up the account and just need a 2-Factor prompt sent to email account, then allow me to reset password and disable Authenticator.
Expected results:
Another option could be that FireFox team provide us a process to recovery account if the Recovery Key has been deleted or removed.
There must be a way to validate identity if all other avenues have failed - this is my account and I would like it unlocked, I'm willing to provide whatever details needed to recovery this account.
|
||
Comment 1•4 years ago
|
||
Hi there, if you have lost your two-step authentication device, can’t find recovery codes and don’t have a logged-in device, unfortunately, deactivation of two-step authentication is not supported and you will not be able access your account. If you have a logged in device, it's possible you could disable 2FA from there, I think.
You can create a new account with a different email address to begin syncing again.
https://support.mozilla.org/kb/what-if-im-locked-out-two-step-authentication
Sorry for the troubles, but the Firefox Accounts team was correct - the recovery codes were designed for scenarios like these and there isn't more we can do here.
I used the Google Authenticator for the 2FA, but the login page doen't accept the 6 digit code. No problem, I had the long recovery key, I could change my password, and AFTER that, I tried to make another recovery key (because I used the previous off course), and the login page asks me again the 6 digit code. I clicked on the link on the right hand side (in hungarian it's "Nem tudja beírni a kódot?", maybe "You can't write the code in" or something in Eng) and the login page asks me some 10 digit recovery code.
So: is there a long recovery code, and a 10 digit also? Why? Why is it unable to accept the Google Autenticator code? Why is it this complicated? I need my saved passwords, I did everything I could, I did everything exactly just as the FF told me, I've saved my recovery key, but all of this seems to be useless. No support, no living person I can call, just some threads, and I, alone with my problem.
|
||
Comment 3•4 years ago
|
||
<Bah HUMBUG!>
I can't change my E-Mail address.
I have my recovery key(s) a 32 byte hexadecimal (AIM) key, but you don't provide a method for me to unlock my account!
I have multiple 2FA apps, and none of the app authentication codes generated by and for this e-mail address are accepted.
(Even though I created them using the same e-mail address!)
Which app (2FA) did I use to create my FireFox dual factor authentication?
Why make it SO difficult to recover my account?
I need to keep my work account separate from my personal account.
I should not be forced to change my e-mail address in order to recover my account! (LAME!) I have access to the e-mail yet you REFUSE to provide an alternate solution, such as to use a truly multi-factor authenticate that I can perform from my phone.
Changing e-mail address does NOT fix the problem! (It only compounds the problems) And then (new) e-mail address gets LOCKED OUT!)
WTF . . . OVER?
Description
•