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ERROR MESSAGE: Enter correct credentials for secondary account

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Regular Contributor

ERROR MESSAGE: Enter correct credentials for secondary account

I get the following message about my secondary account.  Error

Your mail account xxxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again
 
I go to accounts under USERS; this secondary accout not listed there there.
 
How do i keep this message from poping up?
What are correct credentials?  How does one enter them assuming I could find this account?
Accepted Solution

Re: ERROR MESSAGE: Enter correct credentials for secondary account

This error message indicates that secondary email credentials needs to be updated in XFINITY Connect Settings menu (Settings -> Accounts -> Edit). 

 

Thank you philw1776 for providing a screenshot, I'm happy to hear the issue is now resolved. 

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Email Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Are you getting this in an email, or pop-up or what?  Are you sure it's legitimate?  Does it have the Xfinity Verified email logo on it?




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Pop up.

Legit Comcast.

Can't access the secondary account; keep getting continuous pop ups for this secondary

Email Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account

When you go to My Accounts, are you signed in to the primary account?




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

YES  Primary

I can't sign into the secondary, which is the issue

It is no longer listed under USERS since the upgrade

Email Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Then I'm going to escalate this to the forum admins for follow up.




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Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Hi, philw1776 - You have several email accounts, could you please identify which one you use to sign and the one you are having issues with? Please send me a private message, don't post email addresses publicly. Thank you!




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Not sure how to PM.  I hit your PM and get this screen where I don't see any enterable private message

 

 

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - I'm currently investigating why the PM feature is not properly working for you. I will get back to you as soon as I get an update. Thank you for your patience!




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Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - The PM issue should be fixed, please click on my name ComcastElla, then click Private Message Me




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Yes fixed

PM sent

ERROR:

Your mail account xxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again

 

Thanks

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - I made corrections on the backend, could you please try again to sign in to your secondary email. You should also see it in Secondary Users tab under your primary email. 




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Yes, I can see it now under USERS.

But I don't know how to "edit it's credentials" so that it shows up like the other secondary addresses and let's me read & send email.

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - Are you trying to change the password for the secondary email? 




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

I tried to change the paassword but since I opened the main account over a decade ago, I don't remember what was used for a password.

Email Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account


philw1776 wrote:

I tried to change the paassword but since I opened the main account over a decade ago, I don't remember what was used for a password.


You should be able to do a reset from here with your address as the criteria---------------

 

http://forums.xfinity.com/t5/Email-Web-Browsing/e-mail-password/m-p/2942189/highlight/false#M183989




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Thanks

Reset the password; got Comcast email to primary account saying secondart password reset

 

Still get:

ERROR

Your mail account xxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - I see you had several failed attempts to change the password before you got an email confirmation. Could you please make a screenshot of the error message? Thank you in advance




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Your mail account xxxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - Thank you for the error message but I actually need a screenshot of the web page where you get it. It will help me to troubleshoot further. If you have a Windows computer you can find the instructions here: https://www.wikihow.com/Take-a-Screenshot-in-Microsoft-Windows or if you have an Apple: https://www.wikihow.com/Take-a-Screenshot-on-a-Mac




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Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

MAC method brings up Siri with no screenshot on desktop

COMCAST message is what I posted in a bubble

 

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - Unfortunately, the message is not really helpful. Even if it's something that we will need to escalate further - we need to get a screenshot. If you have a smartphone, you can take a picture from your desktop and email it to me. I will send you my email address in a private message. You can also try steps from this article: https://support.apple.com/en-us/HT201361. You don't need to post a creenshot publicly, you can email to me or attach it to a private message




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Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

This error message indicates that secondary email credentials needs to be updated in XFINITY Connect Settings menu (Settings -> Accounts -> Edit). 

 

Thank you philw1776 for providing a screenshot, I'm happy to hear the issue is now resolved. 




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