How can I contact Mozilla support to help me with a specific account problem?
I have two problems:
1. I have no idea where to actually contact a Mozilla Support member to get help other than post it in on this page. When I click "Contact us" it takes me to "Support" when I look through support there are no options to contact support. So, I click on "contact us" which takes me to a map and again no way to contact anyone so I click "support" and go-round and around.. you catch my drift....
2. I just need help on a specific account sync problem. I need to sync my Firefox browser with the old Firefox Sync key to get all of my old information and then I can update to the new system. I have my old key, but no account/password associated with the account number, because the old version of Firefox I used to use only used the firefox sync key. Also, I do not have access to the computer with the firefox browser settings that I had saved on it (so I can't just update the browser to the newest version and sync it with the new settings). I don't understand why Mozilla just didn't add in the profile management settings, a line to put your old sync key, in case (the many people who use/used this service) would need it.
All Replies (6)
The old Sync version has been phased out and will be discontinued over the next months.
See:
If you can't connect to the old sync version with Firefox 28 then you may be out of luck.
Note that Sync isn't meant to be used as a backup, so always make sure to backup your personal data in the Firefox profile folder.
If you look at Tools > Options -> Security -- Passwords > Save Passwords and look at the first "site" listed = chrome://weave - you will see your username and your password for the old Sync 1.1 service in two separate entries.
Sync 1.1 used the account email address as the username and used a separate user-generated password; the "Sync Key" (aka Recovery Key) was a 3rd identification factor used for encryption. You need all three to be able to log into the older Sync system; the new 1.5 version needs only two 'factors'.
I still have a few older versions of Firefox (pre- Firefox 29) running on a PC in another room and Sync 1.1 hasn't worked on that PC for a few weeks now - like early June is when I noticed a problem with Sync not connecting to the servers. Looks to me like Mozilla may have disabled the old Sync 1.1 already.
cor-el said
The old Sync version has been phased out and will be discontinued over the next months. See: If you can't connect to the old sync version with Firefox 28 then you may be out of luck. Note that Sync isn't meant to be used as a backup, so always make sure to backup your personal data in the Firefox profile folder.
Yeah, thanks for the help, but this is info that is already listed on all of Firefox's sites. It still doesn't answer the question as to why I can't contact them directly.
the-edmeister said
If you look at Tools > Options -> Security -- Passwords > Save Passwords and look at the first "site" listed = chrome://weave - you will see your username and your password for the old Sync 1.1 service in two separate entries. Sync 1.1 used the account email address as the username and used a separate user-generated password; the "Sync Key" (aka Recovery Key) was a 3rd identification factor used for encryption. You need all three to be able to log into the older Sync system; the new 1.5 version needs only two 'factors'. I still have a few older versions of Firefox (pre- Firefox 29) running on a PC in another room and Sync 1.1 hasn't worked on that PC for a few weeks now - like early June is when I noticed a problem with Sync not connecting to the servers. Looks to me like Mozilla may have disabled the old Sync 1.1 already.
Thanks for the help, this may help other users but it won't help me because the computer I am trying to get my Firefox browser/info is gone. So, I can't check the setting on that computer to find the account name and password on that computer because its been wiped. I still have this ridiculous long code, which used to work fine without a username and password and yeah... I'm still waiting on Mozilla to do their job. Thank for the help though
Yes, it probably worked because your username and password for Sync was saved in Firefox when you used that Recovery Key.
As far as "contacting" Mozilla, this is the place for user support.
There are other developer-type Mozilla groups, news groups, and mailing lists listed here. https://www.mozilla.org/en-US/about/forums/
But for a deprecated feature such as Sync 1.1, I hesitate even mentioning that page.
Do you at least remember the email address you previously had?
With the old Sync version you can still request a new password without losing data on the Sync server. The new Sync service derives the Sync key from the password of the Firefox account, so requesting a new password will remove all data stored on the Sync server, but this isn't the case with the old Sync service, so you can request a new password and then use that and the sync key you have saved to connect to the account..
Reset Lost or Forgotten Password or delete sync account:
- https://services.mozilla.com/ (Firefox Sync » Home)
- https://account.services.mozilla.com/