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.
