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user_f6j53p
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Sunday, December 24th, 2023 5:49 PM

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Secondary Email Password Reset and Access

Hello,

I am trying to reset the password for the email of a secondary user. Whenever the secondary user tries to login to their email account, they are prompted to reset the password, then a screen comes up that says the primary account holder needs to reset the password. Every time I click on the user's name in my account settings, the page loads briefly then returns back the the primary user page. I am no longer an Xfinity subscriber, but my family and I have had access to our emails for years (until now). Has anyone found a solution for this problem?

Question

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Updated 

11 months ago

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XfinityEmilyB

Official Employee

 • 

1.7K Messages

11 months ago

Welcome to our Community Forum, @user_f6j53p! I appreciate you trying to get the password changed so the secondary user has access to their account. Please try clearing cache and cookies in your browser, then log in as the primary, and let me know if you're able to reset the password.

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user_f6j53p

3 Messages

I tried clearing the cache and cookies but I am still having the same problem. Any other solutions?

11 months ago

0

XfinityJohnG

Official Employee

 • 

1.3K Messages

Thank you very much for trying that @user_f6j53p. If you are on your home network and are trying to reset that password through the https://www.xfinity.com/password site and are not able to complete that send us a direct message with the full name and complete address for your service, and we can look further into that for you. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

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_f6j53p

3 Messages

The message has been sent. 

11 months ago

0

ppatrick

Visitor

 • 

2 Messages

11 months ago

I have the same problem and have cleared the cache and still cannot get access to the secondary account.  Access to primary account is fine.

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hsherer

New Poster

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12 Messages

11 months ago

I am looking for a solution to this as well.  Did everything Support Documents say to do.  I don't want to go through the pain and frustration of a hours-long phone call with Customer Support to get a password reset.

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ppatrick

Visitor

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2 Messages

I can’t get past the menus to get to an agent. It keeps coming back to resetting my primary account password, which I have already successfully done. How do I even get to the wait for a customer service agent?  Is there another phone number other than their main one?  Is there a secret word I can say to bypass the menus and get into the wait for an agent?  Thanks in advance for any help you can give me. 

11 months ago

0

XfinityEva

Official Employee

 • 

1.3K Messages

@ppatrick

@hsherer

 

Thank you for taking the time to reach out with this concern. We are recommending that if you are able to sign in to the Primary account you may go to the list of authorized users and select the secondary (or account with the issue) and reset the password this way. If you are still unable to do so or running into the loop we recommend reaching out to our Customer Security Assurance Team 

  • Business Hours: 8:00am - 12:00am EST, 7 days a week
  • Contact: 1-888-565-4329

 

 
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

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