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rckraus
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29 Messages

Wednesday, May 29th, 2024 1:35 PM

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Password/sign in problems with secondary account

Two days, I was unable to sign into my secondary email account, either on the Xfinity email page or through Apple Mail (MacBook, iPhone or iPad). I didn't make any changes to my setup or account. The problem just started happening. 

I've tried resetting the password through my primary email account and on Apple Mail, without success.

On the Xfinity site, the edit account screen shows the number of asterisks that would correspond to a very old password. When I try to change it to the password that I've been using for several years, the change for the IMAP incoming server is not saved. The password field for the outgoing SMTP server is grayed out and I can't make any entry.

With Apple Mail, changing the password for the secondary account to what I've been using doesn't help.  

I don't know if this matters but I have a "carry-over" email account. I had Xfinity service for many years before moving to another town where Xfinity is not available. I've continued using the primary and secondary Xfinity emails. 

Thanks for any help.

Question

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Updated 

7 months ago

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4

0

user_tu51d6

1 Message

11 months ago

I have the exact same problem as of yesterday.

1

0

XfinityNicolas

Official Employee

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1.1K Messages

Hey user_tu51d6, thanks for reaching out to Xfinity Support on our forums. Are you still having an issue with you secondary ID posted in this thread?

 

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

11 months ago

0

user_glcpiz

1 Message

11 months ago

Same problem.  Secondary email account quit working yesterday. Tried to reset via primary, but secondary is no longer listed.  Primary quit working today and was out for several hours before coming back.  I resumed efforts to try to reset secondary.  I was on chat assist for an hour to no avail and am now on hold waiting for a representative.

1

0

XfinityBrianH

Official Employee

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1.3K Messages

 

user_glcpiz Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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

11 months ago

0

XfinityWilliam

Official Employee

 • 

1.2K Messages

11 months ago

Hello rckraus. The quickest way to access your Xfinity Email is by visiting connect.xfinity.com on your computer, tablet, or smartphone. Bookmark this page for easy access in the future.

 

4

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rckraus

Frequent Visitor

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29 Messages

As I said in my post, I cannot access the secondary mail account on the connect.xfinity site.

My post described the problem: "Two days, I was unable to sign into my secondary email account, either on the Xfinity email page or through Apple Mail (MacBook, iPhone or iPad)." I also said that I could not change or update the password either on the Xfinity site or in Apple Mail.

From reading other posts, it appears that a number of users are experiencing the same or similar problem. Has Xfinity been able to determine what the issue involving secondary emails is or come up with any possible approaches for solving it?

Thanks

11 months ago

0

XfinityWilliam

Official Employee

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1.2K Messages

 

rckraus Please try clearing your cache and cookies on your browser. Also, please try using a different device and see if you can get it. Every customers concern with email, can be different.

 

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
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
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

11 months ago

0

rckraus

Frequent Visitor

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29 Messages

I’ve already cleared the cache and cookies in Safari when I try the Xfinity mail page.  I have also tried unsuccessfully to access the secondary email on my iPad and iPhone and another MacBook. I’ve also tried another browser. Nothing works. 

11 months ago

0

XfinityWilliam

Official Employee

 • 

1.2K Messages

Thanks for letting us know rckraus. Is there any error that you are getting when attempting to sign in?

 

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
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
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

11 months ago

0

rckraus

Frequent Visitor

 • 

29 Messages

11 months ago

On Xfinity Connect, there is a triangle with an exclamation point next to the secondary account. Clicking on the triangle gives this message: "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."

When I look in Accounts (signed in with my primary account user name), the IMAP password is an old one that hasn't been used in a very long time. When I enter the password that had been used for quite some time, the change is not saved. The SMTP password is grayed out and cannot be changed. Trying to changing information in Accounts doesn't have any effect - same message when trying to access the secondary account.

When I try signing into Xfinity with the username for the secondary email account, I get a message about needing to change the password for security reasons, followed by a page telling me to "Please work with the primary account holder to reset your password," which as indicated, I cannot do.

 

Apple Mail says either "unable to verify account name or password" or "user name or password for [ACCOUNT NAME] is incorrect." When I check settings, the user name and password are the ones I've used for 

I haven't been able to get email on the secondary account since May 27. 

As a possible workaround, I set up a rule to forward any emails received by the secondary account to my primary account. That has not worked.

Thanks for any help.

8

0

rckraus

Frequent Visitor

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29 Messages

I originally posted about the problem with my secondary mail account on May 29. Can an Xfinity employee invite me to DM? I understand that I can't send a DM without an invitation. Thanks.

11 months ago

0

XfinityMartyR

Official Employee

 • 

2K Messages

 

rckraus I would suggest reaching out to our CSA (Customer Security Assurance) Team for assistance. They should be able to help with email account access with this type of situation. 888-565-4329 

 

 

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

11 months ago

0

rckraus

Frequent Visitor

 • 

29 Messages

Thanks for the reply. I was hoping to avoid the experience of calling support since it has been such an ordeal in the past but it seems like that's the only option.

11 months ago

0

user_uswfqb

1 Message

rcKraus did you get any answers I am having exact same problem as of may 27 th with my secondary comcast account which I've had for years

10 months ago

0

djgemini30

Visitor

 • 

1 Message

Same problem as well, I changed my main Xfinity account password on Jun 12 due to a reminder email from Xfinity. Everything was working, until today, when I couldn't access my secondary email. Same issue- Triangle next to second account, can only edit incoming server password, get error "Validation of server.imap.comcast.net failed due to invalid credentials". How are they invalid if its correct?

Oh BTW, Virtual Chat is absolutely useless. No prompting whatsoever will get you to a live agent. 

10 months ago

0

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