Have you checked the instructions in How do I add a device to Firefox Sync? ?

It sounds that neither of the two devices (computers) are currently connected to sync (i.e. have sync set up properly).

Do you have a backup of the sync key?

Both devices need to be online at the same time if you want to pair a device with the (3x4) 12-character code.

Sync needs to be set up and working on at least one (desktop) computer, so you can enter the 12-character code, provided by the device (computer) that you want to pair, in three fields to pair a device on the computer that has a working Sync setup.

Enter all details like the account name (email address) and password and the 26-character Sync key manually to connect to an existing sync account instead of using the 12-character code to pair a device if pairing isn't possible.

1. open "Tools > Options > Sync" or "Firefox > Set Up Sync"
2. click "Set Up Firefox Sync" to go to "Firefox Sync Setup"
3. click "I Have an Account" : Connect
4. click "I don't have the device with me" at the bottom to enter the account settings (email, password, sync key)

The problem is that it requires a sync key that I can't get to on either my phone or my computer. There is no place at all to get a sync key, because there is no "manage my account" option.

I tried making a brand new account, but my e-mail address won't work since it's tied to my current sync.

'm having the exact same problem. Help. Can't find the manage my account option!!!!

I have spent hours trying to go through my new Droid phone and sync it with my computer. I've gone back and forth from device to device trying to find the appropriate codes and follow your very confusing directions -- and, in the end, none of it worked. Screens aren't described well enough to be sure that I'm in the right place and when I finally do stumble into the right place, all of the option that are supposed to appear -- don't. Thoroughly disgusted with the whole process. You've lost a devoted customer!

Same issue for me, both with OSX and Win7. Successfully reset my password, but then I try to login to sync, it claims I have an incorrect password, and there is no manage my account option. Unbelievably frustrating the "help" doesn't follow reality.

Yes, and they're not working as advertized. Screen shots attached. Password doesn't work, request reset. successfully changed. Can login to account management. Still cannot sign in...!

Android is pretty different to desktop, so any doc you're looking at that refers to desktop UI — like "Manage my Account" — isn't going to make sense.

The good news is it sounds like your desktop device is still set up, so do this:

1. Hit the Home button on your device, and open Android settings.
2. This next step varies depending on which version of Android you're using. If you see an "Accounts & sync" item, tap it, then hit the + in the top bar. Otherwise you might see different accounts (Facebook, Google, etc.) in the list, with an "Add account" button. Tap it.
3. Pick "Firefox Sync". You'll see twelve characters.
4. On your desktop, open Preferences, click the Sync tab, click Pair a Device, and enter the twelve-character code.
5. Follow the remaining instructions as you did before.

rnewman, to whom are you replying? It would seem nancymcb, but even that doesn't really make sense.

Android is pretty different to desktop, so any doc you're looking at that refers to desktop UI — like "Manage my Account" — isn't going to make sense.

Any thought for the win7/osx issue?

Are you able to log in to your Sync account to verify that you use the correct name (email) and password?

• https://services.mozilla.com/ Firefox Sync » Home
• https://account.services.mozilla.com/

Can you set up Sync successfully on the desktop computer?

cor-el:

Are you able to log in to your Sync account to verify that you use the correct name (email) and password?

   https://services.mozilla.com/ Firefox Sync » Home
   https://account.services.mozilla.com/ 

Can you set up Sync successfully on the desktop computer?

I have no difficulty logging into services with the links you provided. Neither the osx mac or wn-7 pc can successfully connect/login using the sync toolbar. When the Sign In popup is displayed, I enter the identical credentials and select " I have lost my other device." and receive "Incorrect account name or password" and a popup error at the bottom of the window stating Sync encounter an error while syncing: incorrect account name or password.

Thanks

rjquillin: that part of my comment was in response to "There's no "manage my account" option under "sync". " in the original post. Android doesn't have that screen; the only way to pair a 'new' desktop to an already syncing phone is to use the 12-character pairing system.

Note that you need your 26-character Recovery Key if you're trying to sign in via username and password. The recommended way to set up Sync on all systems is via pairing.

Try entering your Recovery Key on the setup screen where you're getting Invalid Password, see if that changes things.

rjquillin: that part of my comment was in response to "There's no "manage my account" option under "sync". " in the original post. Android doesn't have that screen; the only way to pair a 'new' desktop to an already syncing phone is to use the 12-character pairing system.

Understand, no Android here

Note that you need your 26-character Recovery Key if you're trying to sign in via username and password. The recommended way to set up Sync on all systems is via pairing.

Try entering your Recovery Key on the setup screen where you're getting Invalid Password, see if that changes things.

I do not have a recovery key, this is a new installation on both devices, as I deleted my previous account since I had not used it and didn't have a Recovery Key. Installation ~seems~ to proceed normally, however the initial sync upload seems to fail, with the error message at the bottom of the window complaining about a bad username/password pair.

Continuing to Set Up Sync (Win7) I am presented with a new window, selecting I have an account, and selecting I don't have the device with me, I get a Sign In page. Entering my Account/Password credentials I can successfully Reset Password. Entering I have lost my other device, I get Incorrect account name or password. This is with the same credentials I can log in successfully with at the account.services url provided above.

Quite frustrating...

OK, so you're saying you're setting up a brand new sync account, on one desktop/laptop, and it's reporting that your password is wrong as it begins the first sync?

Reproduced locally. This is a server issue with authentication; Services Operations has been alerted and is investigating. Will keep you posted.

YES! Hopefully this will also propagate and solve other sync issues as well...

the mozilla services twitter handle stated that problems have been resolved - can anyone affected confirm that it is working again?

https://twitter.com/mozservices

Login issues appear to have been resolved and an initial sync is in progress.

Sorry, I was on a plane for most of yesterday, so I'm a little late in following up.

There was an issue in the server-side layer that manages cross-datacenter user allocation for Sync. Due to the nature of the error, it wasn't something that was automatically monitored, but once it was observed the services-ops team was pretty quick to migrate affected users and fix the root cause.

Thanks for your patience!

I have a laptop and a PC that I was attempting to sync, and I had the same problem as CosmosGalactus. I followed all the instructions step by step and got stuck when it asked for the key. The instructions showed a sample window that had a "Manage Account" button that was supposed to allow you to access your key, but that was missing on my Sync Preferences Panel. After several attempts, and reading this thread for possible solutions, I went to Firefox account services and signed in, then deleted my account. Then I started from scratch. I can't remember exactly what I did...I believe I went to Tools>Sync Now. When given the option I created a new account, using the same email address and password as before. I followed the instructions step by step again https://support.mozilla.org/en-US/kb/add-a-device-to-firefox-sync and IT WORKED!