Information is not is what is on record type message when trying to reset password

I said this in another thread though I figured I'd post this here as another thread.

Originally i had to fight things but I have one Comcast account (bill wise i mean) ... one primary say email account and two secondary ... it took awhile but I finally got both secondary account's pw's change and testing them ... they are all set. It's the primary account I still have issues with. I do not have a direct link now but I took someone's advice and "pretended i forgot my password" and for the primary account I was FINALLY able to get to a point where it would send a code to the primary acct's alt email and i DID GET two emails (I tried this twice ... ) ... after typing in the code exactly i get a error that was along the lines of "Information does not match what is on record" ... this is very frustrating.... I am the "tech guy" of the family and the primary account (email account) belongs to someone else who keeps looking to me as to "why i haven't fixed this yet".

I think (i am not sure all the info needed) i could provide the info in the billing address, primary account email name (full @Comcast.net name i mean) and phone number ... any other info i COULD GET and provide in a private message/direct message if needed. They have been trying to avoid having to call up and wait for a bit on the phone for something so simple. Again the alt email acct IS getting the email but I am not sure what the problem is THIS TIME.

I have been trying to fix this for them (this acct I am typing on now IS one of the fixed secondary accounts, by the way) since ABOUT Thanksgiving and we are in the end of Jan. now

Responses

Mmmradar

Regular Visitor

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23 Messages

1 year ago

to be clear the reason i got two code emails is after this message ( "... information does not match ... ") and the first one (code via email) failed i figured it was a one time glitch and tried it again ... same result with the code in the second email

(edited)

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CCJodie

Problem Solver

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1.3K Messages

1 year ago

@Mmmradar Thanks for creating a post. Have you tried to do this process on a different device to see if the error shows there too? Are you connected to your wifi while doing this?

4

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Mmmradar

Regular Visitor

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23 Messages

I have not tried to do this latest attempt ("pretending i forgot the password") on another device just yet but before i tried on different devices and at some point (I forgot exactly what step it was) ... where i put in my address (billing address/where the modem is ALL the same address) ... say with or without the "city state and zip" part (tried that in case that was the issue then) ... even when directly via wired OR wireless it seems to either not detect I am actually on my home network or some unknown issue is happening .... what happened then after I put in the address is that is asks for the last for digits of a S S number (xfinity would not have that anyway) and I THINK a phone number ... hit next or whatever it is .. and then its a screen telling me to call up to get the code.

This method i saw post on another thread here, got me to a point where i could type in the alt email for the master account and then get the code ... as I said i tried twice and got two codes ... both when typed in (even doublechecking for a typo) ... "information does not match what is on record" or something like that, shows up

1 year ago

0

XfinityOrlandoM

Official Employee

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2.1K Messages

@Mmmradar

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" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

1 year ago

0

Mmmradar

Regular Visitor

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23 Messages

sent direct message oh maybe a week or longer ago with the requested info .. .still have not heard anything back

1 year ago

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XfinityJeniece

Official Employee

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3.1K Messages

@Mmmradar thanks for reaching out through Direct Message. I would be happy to help with your account and I apologize for the delay in our response. If you can please send us another Direct Message and I look forward to working with you.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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

1 year ago

0

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Mmmradar

Information is not is what is on record type message when trying to reset password

Mmmradar

CCJodie

Mmmradar

XfinityOrlandoM

Mmmradar

XfinityJeniece

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