Can't log in to Mozilla Support account
This is THE most frustrating "support" process I've ever encountered. I tried to post a helpful reply to a page about the "address contains a non-ASCII character" bug when using the name of a Mac OS X address book group in Thunderbird since upgrading to v. 38.6.0. I found I could circumvent the problem by recreating the group in Thunderbird's address book.
When I tried to post, I got asked to sign in to my Mozilla support account. But my username and password were not accepted. I clicked on the "Send a confirmation e-mail" link, which was supposed to provide a link allowing me to reset my password, but instead the confirmation e-mail only contained the link "Confirm my subscription". Clicking on that just took me back to the support page where I started. Again, I could not log in. I found my original subscription e-mail address and tried again with that. I did not get a confirmation e-mail. I tried deleting Mozilla cookies and trying again - still no luck. Finally, after 30 minutes of searching about how to fix this problem and being redirected to the same useless pages, I figured out that I could create a new support account (or recreate my old account) by asking a new question. It is INFURIATING that there is no support for login problems.
Todas las respuestas (2)
Sorry, I do to at least some extent empathise with this problem.
This was flagged by a top contributor /user/airmail with the comment
Fix this forum. We are tired of hearing about how difficult it is to use.
I will add an escalate tag to the question. That should ideally result in professional helpdesk staff looking at this in the next few days.
If you do not receive a comment from staff by the end of next week one of you please bump the question by posting again, and if I see that I will attempt to contact staff directly.
Meanwhile my understanding (not guaranteed to be correct or official) of the situation is:
There are two paths to sign in, one is for those wishing to join as contributors.
I believe there was a deliberate decision that new persons should either ask questions or join as a contributor, but not just answer questions themselves.
Also there was a deliberate decision that anyone posting should register and log in. We have tried it with unregistered posting and were overwhelmed. (Even now we only have single percentage figures of solve questions *)
I am not going to attempt to review my self what happens if someone attempts to login. I know when I looked a year or so ago the situation looked far from ideal. I know I have, more than once, previously suggested we need at least a help article explaining how to use and login to the forum.
(Also maybe how to use the advanced search, and any limitations on what may be attached - we still do not provide the ability to attach images t OPs )
*
Over the last couple of years our performance has dropped not improved. Despite more than one initiative to bring solved rates up to or above 30%. My personal opinion on that is we do not stand a snowballs chance in hell on that unless we move away from the deeply flawed binary solved|not, model, that defaults as not solved.
This forum is not the ideal place to discuss this, but I think you at least should get an initial reply directly to your question. The discussion may well be moved elsewhere, but there is no facility to move the question itself. Help desk may well close this and copy it elsewhere.
Your post made as an answer is /questions/1082352#answer-849998
P.S. I will move this to the Firefox section. The link will remain as /questions/1112190.
Helpdesk staff may not respond to the Thunderbird Section questions.