Extension developer locked out of 2FA - support ticket filed, seeking guidance on expected timeline

Add-ons
1

Hi all,

I’m posting here hoping someone from the AMO team can point me in the right direction, or share what the current expected timeline looks like for developer 2FA recovery.

My situation in short:

  • I’m the developer of a Firefox extension published on AMO in 2020, still actively used.
  • I lost access to the TOTP device tied to my Mozilla account when I switched phones. Microsoft Authenticator’s cloud backup turned out to only store account names, not the TOTP secrets.
  • I don’t have the backup recovery codes, and I don’t have AMO upload API credentials that would let me bypass the web 2FA flow.
  • The extension is currently broken on several major sites because their DOM has changed since my last release. I have the fix ready but cannot sign in to upload it. 1-star reviews are piling up from confused users.

What I’ve already done:

  • Filed a support ticket through support.mozilla.org under the Mozilla account category, with a detailed description, the AMO listing URL, and an offer to provide ownership evidence.
  • I have kept the ticket number for reference.

Additional ownership evidence I can provide privately if needed, beyond what’s in the ticket:

  • The exact date and IP address from which 2FA was originally enabled on the account (these would be in Mozilla’s own audit logs and would be very hard to fabricate).
  • Source code repository with commit history pre-dating the first AMO submission.
  • Extension ID from the manifest, developer display name, and prior AMO correspondence.

My questions:

  1. Is the support.mozilla.org ticket system the right path for an active extension developer in this situation, or is there a dedicated AMO developer channel I should also reach out to?
  2. What’s a realistic timeline to expect for a first human response? I want to plan accordingly and avoid being impatient if this normally takes a few weeks.
  3. If anyone from the AMO team reads this and can help escalate or even just confirm the ticket is in the right queue, I’d be very grateful.

I’m happy to provide any verification through a private channel. Not posting the account email or ticket number publicly for obvious reasons, but will share immediately with any AMO staff who reach out.

Thanks for reading.

2

Hi there, this is Christos from the AMO team, I am sending you a private message.

3

Hi @Feyett_Clinton !
support.mozilla.org is the right path to recover access to your Mozilla account! If you don’t regain your access to your Mozilla account, there is nothing we can do about the add-on because there is no way we could confirm you are the owner of it

I know it’s frustrating, I recently lost my back up keys from my first email address that I created 24 years ago and has all of my interactions with my favorite open source projects And there is nothing that can be done to regain access, even if it’s under my name!

It’s all about protecting the user, so unfortunately, if you can’t access your email, we can’t do anything to help you regain access. :frowning: