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Jabbo
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65 Messages

Wednesday, July 26th, 2023 4:49 PM

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Account Management: Changing a secondary account password

This used to be a simple thing to do but not now. The new Xfinity website is terrible in my humble opinion. It seems as if Xfinity has gone great lengths to eliminate contact with an actual person. I can't find a way to change the forgotten password for a secondary account. The password change utility only eventually takes me to a "call comcast" screen. Is there another way to change an unknown password? Calling them is the absolute last thing I'll do for this problem. I'd probably create a new account before I did that.

Question

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Updated 

1 year ago

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XfinityEricB

Official Employee

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1.8K Messages

1 year ago

Hello @Jabbo, and thank you for reaching out to us here for help with the forgotten password issue. We do have a team that can assist, but you would have to call them. To save you from the automated system to get where you need to go, they do have a more direct line with less questions. Our Customer Security Assurance team would be the team you need the assistance from, and you can reach them at 1 (888) 565-4329. I'm sure they will be able to get you the help you need. 

2

Jabbo

Contributor

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65 Messages

@XfinityEricB​ Thank you. I will try that number as soon as I can dedicate enough time for a possible lengthy hold time. I'll post the results afterward.

1 year ago

0

XfinityJohnG

Official Employee

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1.3K Messages

Hello @Jabbo, have you had a chance to reach out to the security team to resolve your password problem? 

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

1 year ago

0

b_630972

Contributor

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88 Messages

1 year ago

Any luck? I remember having this issue a while back and I was able to access a list of the users and change the password using the primary account. I have been going in circles trying to find this today because a secondary user is being forced to change their password and it says we have to call.
I found a list of users here: customer.xfinity.com/settings?role=primary BUT I don't see a link to change passwords.
If I recall correctly, last time this happened, there was some technical glitch where a user was flagged for SPAM or a security issue and I did have to call for help, but it took many tries and it was frustrating. Hoping yours was resolved easily.

11

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XfinityMarcos

Official Employee

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2K Messages

Hey there @bruelas, thank you for already trying a few troubleshooting steps on your end. If you have access to the primary user login, you can access the list of authorized users and select the impacted user to reset the password. Are you able to try that as a workaround? 

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

1 year ago

0

user_r6x8lx

3 Messages

I'm in the same boat as the others here. I've been looking for the option to actually reset the password on another account. (I can get into the main account just fine. Could you tell us what we the series of options we need to click on in order to do that?

1 year ago

0

XfinityGabriel

Official Employee

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2K Messages

Great question. @user_r6x8lx Are you looking for the option on the website or the XFINITY app?

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

1 year ago

0

user_r6x8lx

3 Messages

On the web site. I can log in under the primary account. I can see a list of accounts and it lists things like add and remove accounts but I don't see an option to reset a password. Am I not seeing that because I'm not accessing it through my Xfinity connection? (I wasn't home when I was accessing the web site.)

(edited)

1 year ago

XfinityRaf

Official Employee

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654 Messages

Thanks for confirming @user_r6x8lx
When you go to the XFINITY website, are you auto logged into your primary account or do you have 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

1 year ago

0

user_gr2kph

1 Message

1 year ago

i am the primary account holder and a secondary account needs to change password but does not have non comcast email attached to it yet.  the message says i can change the password but there is no change password option when i select that secondary user. it allows me to change the role of the user but not the password

3

XfinityRaf

Official Employee

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654 Messages

Good evening @user_gr2kph. Are you able to use the forget password option when on the login screen? 

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

1 year ago

0

ncx1701e

Visitor

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1 Message

I am having the same issue.

When i log in as the primary, I am able to see all the secondary users, and when i click on them, I am able to edit their permission level on the account, however there is no way to change/reset their password.

When i try to login as that secondary user, there is no "forgot password or "reset password" link. Only a field to put the xfinity ID. I put in the email address and click "let's go" and is given a "Reset your Xfinity password" page. I click on the rest your password button, but then I am given this text -

"Please work with your primary account holder to reset your password.

We are unable to change your password because there is not an eligible verified mobile number or email on file; you will need the Primary account holder to make the change for you. Once you've reset, please add a mobile number or email address to your profile so we can better assist you with future password resets and troubleshooting."\\

Unfortunately after that, there is nothing else I am able to do, because when I login as the primary, i end up back at the beginning.

1 year ago

XfinityThomasB

Official Employee

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1.5K Messages

 

Hello ncx1701e
Thank you for reaching out! With the password reset tied to the primary user, it puts us in a tricky situation to reset. I would love to see if we are able to reset from our end. 
 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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
https://www.xfinity.com/support/articles/setting-up-auto-payments

 
We do support Twitter, Facebook, Xfinity Forums, and Reddit so there may be a delay in response depending on current intake--please be patient with us as we receive hundreds to thousands of messages a day.

 

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

1 year ago

0

user_ecrgnk

1 Message

1 year ago

Why did Comcast do this?  This is ridiculous and frustrating. 

0

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