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Recover Passwords message on login

jgl shared this problem 15 months ago
Published

Hi. When I login in my account, I get a popup with the following message:


Recover passwords

Please provide the old password so the account passwords can be recovered.

This message appears every single time I login in the web application.

Background. I activated the 2FA mechanism with 2 tokens. The last token I setup, I didn't configured it well in my 2FA credentials manager application, but I thought I did well. I tried to login with my password and I couldn't do it, so I panic and tried to reset my password. The reset password email was sent to spam by the email provider and I didn't show it, so, finally I tried to login with the other token that I had set up previously, and this time it worked like a charm. But the message described above was already appearing. I wrote down my "old" password, it worked, and I forget about the problem (this was two days ago).


Today I've login again to the account, and the message is showing up again. I've tried with the first password and this time it doesn't work, I've tried with the password that was sent by email, and it doesn't work either, so I don't know what's happening, and I don't know what does mean that message, because if I cancel it, I can operate the account without any problem.


Here you have a screenshot of the dialog.1af6ee94ec8cd501fe0db491dba71358


I don't know what to do. Thank you very much for your help in advance.

Best Answer
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Hi jmr. Thank you for your suggestion. I found in the forum a similar issue:

https://support-en.mailbox.org/topic/recover-password-with-otp


And there a mailbox.org stuff member (Peer Heinlein) give me the clue:

https://support-en.mailbox.org/topic/recover-password-with-otp#comment-282


The dialog "Failed to recover accounts. Password is invalid or there was a problem." is because access data to EXTERNAL mailaccount are encrypted with the password. Which is a good idea to protect them, but that's a bad idea if OTP is enabled.

The problem with my account was that, before I activated the 2FA, I connected my mailbox account to my Google account in order to sync my contacts. So, when I changed the way I authenticate, The password for the Google account data couldn't be recovered because I choose to reset the password, and when I could to enter again in the account, I changed the password again.


Finally what I've done is to remove the connection with the Google account, and this way the problem has gone.


I'm going to post in the thread I linked before to comment about my problem and solution. Maybe is useful for others.


Thank you.

Comments (2)

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1

Given that this mainly is a "user-for-user" forum it might be a good idea to contact the support directly via support@mailbox.org in this case.

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1

Hi jmr. Thank you for your suggestion. I found in the forum a similar issue:

https://support-en.mailbox.org/topic/recover-password-with-otp


And there a mailbox.org stuff member (Peer Heinlein) give me the clue:

https://support-en.mailbox.org/topic/recover-password-with-otp#comment-282


The dialog "Failed to recover accounts. Password is invalid or there was a problem." is because access data to EXTERNAL mailaccount are encrypted with the password. Which is a good idea to protect them, but that's a bad idea if OTP is enabled.

The problem with my account was that, before I activated the 2FA, I connected my mailbox account to my Google account in order to sync my contacts. So, when I changed the way I authenticate, The password for the Google account data couldn't be recovered because I choose to reset the password, and when I could to enter again in the account, I changed the password again.


Finally what I've done is to remove the connection with the Google account, and this way the problem has gone.


I'm going to post in the thread I linked before to comment about my problem and solution. Maybe is useful for others.


Thank you.

photo