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user_w5yly9
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Thursday, February 8th, 2024 4:30 PM

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Cannot access secondary email account

On 2.6.2024 I was trying to re add my secondary email to my iPhone and iPad. After working with customer service all afternoon until 9 pm with no resolution. This morning I closed out the secondary email tab and tried to log in again and cannot. I just accessed my primary account, changed the access permission and changed the password to the secondary account and am unable to log into the secondary account at all. Can you please help me?

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Updated 

10 months ago

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XfinityJamesC

Official Employee

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1.7K Messages

10 months ago

Greetings, @user_w5yly9! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues logging in to your second account, but you have definitely come to the right place for assistance.

 

I went through something similar to this a couple months ago. My iPhone kept defaulting to my old password, even if I deliberately typed in the new one first. I had to go into the password manager and change it there, then I had to clear my Safari history (even though I was using Chrome). Are you able to log in to your second account on a different device, using the new password you set up, or are you getting a login error everywhere?

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user_w5yly9

4 Messages

Thank you for your reply JamesC. I’ve only used my iPad so far. And I don’t use safari at all. 

10 months ago

0

XfinityJamesC

Official Employee

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1.7K Messages

I understand, @user_w5yly9. I don't use Safari either, but the Xfinity app processes your account authentication through a popup window that runs on Safari. If there is any old data in your Safari cache from a previous login, it may be overriding your new login attempt. To further complicate things, if your iPhone and iPad share the same Apple ID, the same outdated Safari cache and settings could be present on both devices.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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10 months ago

0

EG

Expert

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107.2K Messages

10 months ago

Concern moved here to the E-mail help section.

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user_w5yly9

4 Messages

No it was not. This all started when I changed my password on the 2nd account, deleted the mailbox on my iPhone and iPad and am unable to add it back.

10 months ago

0

user_w5yly9

4 Messages

I had a thread going with customer service 2.6.2024 but can’t access it now

10 months ago

0

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