Matrix:FAQ

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Frequently Asked Questions

Matrix pesky red shield / account stuck / cannot verify a second "device"

Steps to reproduce

1. You login into chat.mozilla.org with a "device", let's call it "device 1" e.g. Firefox release on your Mozilla work laptop (where a device is every app where you login to Matrix. So the Element app on iOS is a "device". chat.mozilla.org on Firefox release on your desktop is another device, chat.mozilla.org on Firefox nightly is yet another device, chat.mozilla.org on Safari on your iPad is yet another device, etc). And you save your Matrix security key. All is good :-)
2. You login to chat.mozilla.org with another device, let's call it "device 2" e.g. Firefox Release on your personal laptop. You see a dialogue to verify your session:
3. 
4. You then click "Later" instead of verifying your session. Or some reason you can't verify your session using Emojis or you have lost your Matrix security key.
5. At this point, all of your Matrix messages that you send from device 2 have the red shield
6. So you do what you do with other websites when you run into a problem with the website, you clear the cache on device 2 (e.g. hamburger menu > Settings > Clear Data ...)

What you expect to happen

1. Clearing the cookies for Firefox will allow you to verify your device 2

What actually happens

1. You ar never be able to verify device 2. Messages from device 2 always have a red shield.

I cannot connect to Matrix after changing my Mozilla Account primary email address

When you connect to Mozilla Matrix with your Mozilla Account, your primary email address is permanently tied up to the Matrix account. If you change your Mozilla Account primary email address, you will be asked to create a new Matrix user.

To get your Matrix access back, you can revert to your old email address in your Mozilla Account. At the moment, there's no solution to fix this problem.