Avatar for Username

Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Wo archive tread sia. Meɖekuku bia biabia yeye ne ehia kpeɖeŋu.

Is there any way I can restore access to my account without erasing all my data?

  • 1 ŋuɖoɖo
  • 4 masɔmasɔ sia le wosi
  • 9 views
  • Nuɖoɖo mlɔetɔ John99

user1380300
user1380300
more options

Hello Mozilla Support,

My PC has fell victim of a ransomware attack, all my files have been encrypted. I wasn't that worried though because I have all my important files in the cloud, and all my bookmarks and passwords in Firefox Sync. The virus has been removed from my computer, and the next step is to restore all my data from Firefox Sync.

The thing is is that I lost access to the password of my Mozilla account: "JaspervanVeenhuizen@gmail.com", I was just about to request a new password when I read the warning that states "When you reset your password, you will lose any Sync data that is not on one of your devices.". Of course I don't want to lose all my data, the whole reason that I'm resetting my password is to gain access to it !

So is there any way I can reset my password without erasing all the saved data?

Thanks, Jasper van Veenhuizen

Hello Mozilla Support, My PC has fell victim of a ransomware attack, all my files have been encrypted. I wasn't that worried though because I have all my important files in the cloud, and all my bookmarks and passwords in Firefox Sync. The virus has been removed from my computer, and the next step is to restore all my data from Firefox Sync. The thing is is that I lost access to the password of my Mozilla account: "JaspervanVeenhuizen@gmail.com", I was just about to request a new password when I read the warning that states "When you reset your password, you will lose any Sync data that is not on one of your devices.". Of course I don't want to lose all my data, the whole reason that I'm resetting my password is to gain access to it ! So is there any way I can reset my password without erasing all the saved data? Thanks, Jasper van Veenhuizen

Ŋuɖoɖo si wotia

If you have lost your Firefox account password you have lost access to the Sync data on the server. Sync is secure with end to end encryption. Mozilla staff can not assist in recovering the data.

The server is not intended to be a backup device. It is intended to sync different devices which then effectively become backups. If you had ransomware on only one device do you have another safe device with clean, up-to-date, unencrypted Firefox data on it still ? Or any other form of backup ?

Xle ŋuɖoɖo sia le goya me 👍 1

All Replies (1)

John99
John99
more options

Ɖɔɖɔɖo si wotia

If you have lost your Firefox account password you have lost access to the Sync data on the server. Sync is secure with end to end encryption. Mozilla staff can not assist in recovering the data.

The server is not intended to be a backup device. It is intended to sync different devices which then effectively become backups. If you had ransomware on only one device do you have another safe device with clean, up-to-date, unencrypted Firefox data on it still ? Or any other form of backup ?