Contributor
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72 Messages
How to change password for secondary email accounts
I am a former Xfinity customer still using my old email accounts. I have one primary and several secondary users. Due to the recent security problems, Xfinity wants me to reset all my passwords. I was able to change the primary account password, but I cannot change any of the secondary users passwords. I tried following the steps here:
https://www.xfinity.com/support/articles/change-secondary-password
But every time I click on one of the secondary accounts it just takes me right back to the primary account. I have tried everything from different browsers (Firefox, Chrome, Safari) on my Mac, to clearing the caches, etc. Nothing works. Any ideas?
Edited to add: The current passwords for the secondary users are all working fine when I access my email via Apple Mail. But when I try to logon to the Xfinity web site for each of the secondary accounts it tells me I need to change the password and asks me to verify my mobile phone number but then it tells me I have to coordinate with the primary account holder to change the password. And that's not working as I said above.
Accepted Solution
user_vduxbd
1 Message
8 months ago
After several attempts at chat and phone support I was eventually directed to call Xfinity Customer Security Assurance 1-888-565-4329. They said this was happening to a lot of people due to your "Data Security Incident" with Citrix, and they knew exactly how to handle it.
It turns out if you're a former Xfinity customer who never setup a backup contact (email or phone number) for your secondary email accounts, there is no way to reset the passwords online because there is no way to send you a security code.
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XfinityShawn
Official Employee
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921 Messages
8 months ago
@tony_w We can help you with your email concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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jtlellis
Visitor
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2 Messages
7 months ago
I am in the same boat having the exact same issue. Did you get any resolution to the problem?
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tony_w
Contributor
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72 Messages
7 months ago
Yes, see the above response from user_vduxbd for the solution. I had to call the security assurance number and have them manually send me a security code for each account that I needed to reset the password for. Unfortunately if I ever need to change passwords again I’ll have to go thru the same procedure. It’s a pain, but it worked.
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user_pu92su
2 Messages
4 months ago
I am having a similar issue. My wife’s email stopped working and when I try to log in via a browser it tells me the password must be updated and when I try that I get into a loop were it tells me to connect to my WiFi and go to Xfinity.com/password. That just repeats over and over.
I then tried to follow the instructions to change a secondary user but there is none.
I ended up texting with support who said they created a ticket and I will get a call within 1 hour. That was 11 hours ago. I don’t appreciate the tech trying to sell me cell service and other services.
I also tried the number above but it kept telling me my call is important and the wait time is over 40 minutes.
i am going to try calling again but this is ridiculous!
(edited)
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user_jwyoux
6 Messages
4 months ago
I have the same problem.
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user_pu92su
2 Messages
4 months ago
I ended up calling Xfinity Customer Security Assurance 1-888-565-4329 again and just left the phone on speaker while I did other things. An agent finally answered in less than 20 minutes and we were able to change my wife's password.
The main issue was we moved a couple years ago and somehow ended up with 2 accounts: one at the old address and one at the new address.
My wife's email was associated with the old address, and I guess the Wi-Fi from our old address.
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