Paid Relay account hard-bouncing for days — support process has no path to escalate evidence-backed reports

mallen — Wed, 23 Sep 2026 22:12:13 GMT

I've been dealing with a persistent hard-bounce issue on a paid Firefox Relay
account for several days (full technical writeup and reproduction evidence here:
github.com/mozilla/fx-private-relay/issues/6904).

What prompted this post specifically: I went through official support first, and
the experience made clear there's currently no way to get a well-documented,
isolated bug in front of anyone who can actually act on it. I provided a controlled
test — same destination address, two different Relay accounts, one hard-bounces
and one delivers instantly — and the response was the standard checklist (mailbox
storage, attachment size, allow-listing) with no apparent path to escalate past that
first tier, even once I'd already ruled those causes out with direct evidence.

I don't say this to criticize the individual rep — they were working from the tools
and script they're given. The gap is structural: paying customers with a genuinely
isolated, reproducible bug currently have no route from support into engineering
that doesn't rely on stumbling onto GitHub or a forum like this one.

Posting here in case:
1. Others are seeing the same hard-bounce-with-retry-date contradiction on their
accounts (see the linked issue for details — the "hard" bounce label doesn't
match a scheduled retry, which looks like a bounce-classification bug)
2. Someone from the Relay team can either look at the account-level issue directly,
or flag this gap in the support escalation path to the right people

Happy to provide account details privately to anyone who can actually investigate.

topic Paid Relay account hard-bouncing for days — support process has no path to escalate evidence-backed reports in Discussions

Paid Relay account hard-bouncing for days — support process has no path to escalate evidence-backed reports