Paid Firefox Relay account has been hard-bouncing every forwarded email for
several days. The bounce notice is contradictory on its face — labeled a
“hard” bounce (implying permanent, no retry) but the notification also lists
a specific retry date, which shouldn’t happen for a genuine hard bounce.
Isolation test: created a brand-new free Relay account and pointed it at
the exact same destination address my paid account forwards to. The new
account delivered instantly; the paid account still hard-bounces to that
identical address. That rules out the destination mailbox/provider and points
to something broken in the paid account’s internal state specifically.
Full writeup with screenshots (bounce notice, account settings for both
accounts, successful delivery proof):
Already went through official support — received the standard troubleshooting
checklist (mailbox storage, attachment size, allow-listing), none of which
applies given the isolation test above, and no apparent path to escalate past
that first tier.
Also posted for visibility on Mozilla Connect:
Anyone else seeing hard bounces on paid accounts in the last few days, or know
who on the Relay team to flag this to directly?
Hi there. I’m with the Mozilla Support team. I see in the Github ticket that an engineer had requested support assist you with this. Was there any resolution or are you still experiencing the issue? If possible, could you follow-up on the support ticket and let the team know. I will advise the team to keep an eye out so we can get this escalated for you. There may be additional questions but rest assured we will do our best to get this investigated for you.