Password Reset After Sending Specific Group Email

I have 4 separate groups set up to send personal emails. Three of the groups work just fine, but one group (no matter which order I send it) always causes a password reset. This might be over a week or two but always every two months when I send regular reminder emails. Why is this happening? It’s a pain to reset my password so frequently on all three Apple devices. I have called C/S until I’m blue in the face but no one has an answer.

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XfinityAlyssaA

Official Employee

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2.4K Messages

8 days ago

Good afternoon @user_6k0a0k, and thank you for reaching out with your email issues, I see that you are receiving password reset requests when sending a specific group email. I personally don't like when I have to reset my password across all my devices as well so I understand where you are coming from! To confirm, are you using Apple Mail? Does this same thing happen if you use a web browser? It's also possible that the activity is being flagged automatically as spam. Have you tried reducing the group size?

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user_6k0a0k

9 Messages

Yes, I use Apple Mail and have the entire time Xfinity has been my provider. I rarely use your web browser for emails because I don’t feel it’s user friendly and NEVER send groups emails that way. The only time I check emails via your browser is when C/S asked me to see if it was working and then said I had to use it that way & he couldn’t help me. 😡

Let me explain why I don’t think reducing the group sizes would help. Group #1 has 65; Group #2 has 63. They have never caused a password reset, and I send those at least once a month. Group #3 has 82; Group #4 has 84. These last two were originally three groups of 60+ per group so in desperation I thought I could eliminate the issue by splitting three groups into two. I even waited overnight to send Group #3 email, and it still required a password reset. I’m at a loss for other options than to set up my groups with another email provider.

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6 days ago

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XfinityAmandaB

Official Employee

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2.9K Messages

user_6k0a0k Thank you for those details, and I apologize we should have also asked, are you using the Apple Mail app or are you accessing the Apple Mail site directly?

Apple Mail does have additional security options on top of the ones we use. There are a few options that customers have used to help with password issues in the past. Save this password in my keychain option is a good one if you know the password is correct, you can find those setting System Settings > Internet Accounts.

If you already use the Keychain options, you can clear that as well and re-enter your information. Open Keychain Access, search for the email provider, and delete the corresponding application password entries, then try logging in again.

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6 days ago

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user_6k0a0k

9 Messages

Yes, I use Apple Mail app and keychain passwords saved to sync and autofill on my iPhone and iPad. I have cleared the Internet Account several times over the past several months and created new strong passwords. I then make sure it’s been updated on both devices as well as my MacBook Pro. Sorry but I don’t feel this issue has been resolved yet.

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6 days ago

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XfinityAmandaB

Official Employee

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2.9K Messages

Understandable, and that is why we are still working with you here to find a resolution. If you are not having the issue when sending or receiving directly to your connect.xfinity.com, and you have confirmed the settings, including your 3rd-party access setting in your Xfinity mailbox, are correct, we are limited to the support we can provide for a 3rd-party email application. Check the email settings here.

If you are already using the process with your Keychain that Apple recommends and have confirmed all your settings are correct, we would then recommend that you remove the connected account and then set it back up again. During that process being sure to enter the password in all the needed locations while setting up. Keep in mind that the Xfinity email password may be needed in more than one location in the settings I linked above.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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6 days ago

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user_6k0a0k

9 Messages

I have done this so many times over the last several months I’ve lost count: delete account and re-enter the information. In fact the last time I requested help, the C/S agent sent me on my way to finish downloading emails. Issue wasn’t solved and figured out on my own for whatever reason my account changed to a POP account vs. IMAP so it wasn’t syncing to my other Apple devices. I can see this issue will not be resolved until I change email providers because your company will be transitioning us to Yahoo eventually. Guess I’ll find out if that works any better!

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6 days ago

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user_6k0a0k

9 Messages

3 days ago

My Groups do not show up in the addresses in the connect.xfinity Mail, and I don’t want to go through setting those up again (294 total addresses). Why don’t they show up?

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Password Reset After Sending Specific Group Email

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