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user_72d22c
1st Topic

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1 Message

Thursday, March 31st, 2022 10:54 PM

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Unable to validate one of my email accounts on Android phone or tablet

I have two Comcast email accounts on both a Samsung 21 phone and a Samsung Galaxy 7 tablet. One is working fine. At about 2:00 today, the other account said it could not validate the account. I tried the process, but no luck. Attempted to change pw by working with an agent through chat. Can now access on web, but not in email app on either mobile device. One address is still fine. Tried to delete and reinstall email address, but it did not work.

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Updated 

3 years ago

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Accepted Solution

XfinityGabrielS

Official Employee

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135 Messages

3 years ago

@user_23a8d2 , @user_72d22c , and @user_56d73d the problem is related to the security questionnaire that comes up on log in asking to make sure your phone number etc is right. We are looking at why that is causing a problem for the Samsung client. 

For now, you can work around this by logging into a web browser on your computer or phone and confirming the information. This screen appears every 90 days or so to validate your information. This means your Samsung client will work after that one-time confirmation and hopefully, we can get the issue resolved before the next 90-day confirmation. 

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user_23a8d2

Visitor

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3 Messages

@XfinityGabrielS​ 

I don't use 2 state authentication for either of my comcast email addresses, so the phone # shouldn't be the issue.  My main comcast account works on my phone and recently stopped pestering me for my cell phone #, while the account that doesn't work on the Samsung email app continues to ask for the # on sign in.  I use other email addresses as the authentication resource on both accounts, which I've confirmed at every sign in on my computer for months.  Ideally, I'd like to stop repeatedly being asked for my cell #.  This doubles sign in time and is becoming tiresome and a bit irritating.  In the meantime I'll have to continue using the Gmail app to access the address that won't validate on Samsung Email.

3 years ago

0

Again

Expert

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31.6K Messages

3 years ago

@user_72d22c 

I have two Comcast email accounts on both a Samsung 21 phone and a Samsung Galaxy 7 tablet. One is working fine. At about 2:00 today, the other account said it could not validate the account. I tried the process, but no luck. Attempted to change pw by working with an agent through chat. Can now access on web, but not in email app on either mobile device. One address is still fine. Tried to delete and reinstall email address, but it did not work.

What email app are you using?

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XfinityVianney

Official Employee

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2.2K Messages

3 years ago

Hi, @user_72d22c. I wanted to follow up regarding your post and @Again's question. Can we get more details about the platform/app you are using? For example, is it the built in Samsung email platform or something like Microsoft Outlook? 

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user_56d73d

Visitor

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1 Message

3 years ago

I'm currently having this problem.   It's the built-in Samsung app.

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CCLysa

New Problem Solver

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617 Messages

I appreciate you letting us know which platform you are using/ having the issue with. Do you happen to have 2 factor authentication turned on by chance? 

I no longer work for Comcast.

3 years ago

0

user_23a8d2

Visitor

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3 Messages

3 years ago

I'm having the exact same problem.  One of my 2 comcast email addresses stopped working on my Samsung A32 phone last week.  I'm using the Samsung email app.  When trying to sign in it fails with the message "can't validate account".  I do not have 2 stage authentication.  I deleted the email address and tried to reinstall, multiple times, with no success.  Very frustrating!  I reluctantly started diverting things to a gmail account, which was only set up for access to Google store.  Generally I don't like gmail, so getting this fixed would be preferable.  Any help would be appreciated.

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XfinityGabrielS

Official Employee

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135 Messages

3 years ago

@user_23a8d2  Can you send me a screenshot of the can't validate account error through a direct message or on here blocking out any personal information such as your email address? 

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user_23a8d2

Visitor

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3 Messages

@XfinityGabrielS​ 

I can't see how to send a direct or private message.  Anything I send will be posted. 

3 years ago

0

XfinityDilary

Official Employee

 • 

2.2K Messages

Thanks for letting us know, user_23a8d2.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• 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.

 

Let me know if this works. Thanks.

 

 

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3 years ago

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