Decommissioning of the Social Support and Mobile Store Support programs

Hi everyone,

After much thoughtful consideration and evaluation, we’ve made the difficult decision to officially decommission the Social Support and Mobile Store Support programs. This wasn’t a decision made lightly. We recognize the immense dedication, time, and care, that so many of you have poured into these programs over the years. We’re truly grateful for everything you’ve done to support users and represent Mozilla in these spaces that have made users feel heard, supported, and connected to our mission.

The primary reason behind this decision is our team’s choice to discontinue activity on the X platform (formerly known as Twitter). While we value the interaction and connections we’ve had on this channel in the past, the social media landscape has evolved, and we’ve seen a steady decline in the impact of our interactions in this channel.

While we are stepping back from the platform, we have intentionally chosen to maintain ownership of our existing accounts (including @FirefoSupport and @SUMO_Mozilla). This allows us to protect our identity, prevent impersonation and maintain a minimal presence in case an emergency situation arises.

This change also reflects a shift in our overall support strategy, as we’ll be focusing our limited resources on the Mozilla Support Community Forums as our primary support channel. Over the past year, we’ve seen a notable increase in forum activity, but our ability to respond hasn’t been able to keep up with the volume. For comparison, our Q1 2025 total volume increased for almost 120% (exclude those that marked as spam) compared to the same period last year. There’s a growing need and clear opportunity for us to do more here, and your continued involvement will be more valuable than ever.

Although these programs are winding down, the impact you’ve had has been meaningful and deeply appreciated. And to honor your contributions, we’ve issued a set of special SUMO badges to recognize those of you who supported these efforts over the years.

Due to the limited data retention policy from the third-party tool that we’re using, we were only able to retrieve contributor data going back to 2023. Based on this, we’ve issued a total of seven badges:

• Top 3 Contributors for Social Support (2023, 2024, and 2025)
• Top 3 Contributors for Mobile Store Support (2023, 2024, and 2025)
• An Honorary Badge for everyone who made a significant contribution to these programs

Thank you for your passion, commitment, and dedication to these programs throughout the years. Many of you have made a real difference for countless Firefox users around the world. This is a moment to reflect and be proud of everything we’ve done together.

To read our FAQ related to this decision, feel free to check out this Community Discussion thread. If you have additional questions or concerns, you can also share on the same thread.