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ERROR MESSAGE: Enter correct credentials for secondary account

Regular Contributor

ERROR MESSAGE: Enter correct credentials for secondary account

I get the following message about my secondary account.  Error

Your mail account xxxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again
 
I go to accounts under USERS; this secondary accout not listed there there.
 
How do i keep this message from poping up?
What are correct credentials?  How does one enter them assuming I could find this account?
Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Are you getting this in an email, or pop-up or what?  Are you sure it's legitimate?  Does it have the Xfinity Verified email logo on it?

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Pop up.

Legit Comcast.

Can't access the secondary account; keep getting continuous pop ups for this secondary

Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account

When you go to My Accounts, are you signed in to the primary account?

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

YES  Primary

I can't sign into the secondary, which is the issue

It is no longer listed under USERS since the upgrade

Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Then I'm going to escalate this to the forum admins for follow up.

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Hi, philw1776 - You have several email accounts, could you please identify which one you use to sign and the one you are having issues with? Please send me a private message, don't post email addresses publicly. Thank you!

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Not sure how to PM.  I hit your PM and get this screen where I don't see any enterable private message

 

 

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - I'm currently investigating why the PM feature is not properly working for you. I will get back to you as soon as I get an update. Thank you for your patience!

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - The PM issue should be fixed, please click on my name ComcastElla, then click Private Message Me

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Yes fixed

PM sent

ERROR:

Your mail account xxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again

 

Thanks

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - I made corrections on the backend, could you please try again to sign in to your secondary email. You should also see it in Secondary Users tab under your primary email. 

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Yes, I can see it now under USERS.

But I don't know how to "edit it's credentials" so that it shows up like the other secondary addresses and let's me read & send email.

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - Are you trying to change the password for the secondary email? 

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

I tried to change the paassword but since I opened the main account over a decade ago, I don't remember what was used for a password.

Expert

Re: ERROR MESSAGE: Enter correct credentials for secondary account


philw1776 wrote:

I tried to change the paassword but since I opened the main account over a decade ago, I don't remember what was used for a password.


You should be able to do a reset from here with your address as the criteria---------------

 

http://forums.xfinity.com/t5/Email-Web-Browsing/e-mail-password/m-p/2942189/highlight/false#M183989

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Thanks

Reset the password; got Comcast email to primary account saying secondart password reset

 

Still get:

ERROR

Your mail account xxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - I see you had several failed attempts to change the password before you got an email confirmation. Could you please make a screenshot of the error message? Thank you in advance

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Your mail account xxxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - Thank you for the error message but I actually need a screenshot of the web page where you get it. It will help me to troubleshoot further. If you have a Windows computer you can find the instructions here: https://www.wikihow.com/Take-a-Screenshot-in-Microsoft-Windows or if you have an Apple: https://www.wikihow.com/Take-a-Screenshot-on-a-Mac

Regular Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

MAC method brings up Siri with no screenshot on desktop

COMCAST message is what I posted in a bubble

 

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

@philw1776 - Unfortunately, the message is not really helpful. Even if it's something that we will need to escalate further - we need to get a screenshot. If you have a smartphone, you can take a picture from your desktop and email it to me. I will send you my email address in a private message. You can also try steps from this article: https://support.apple.com/en-us/HT201361. You don't need to post a creenshot publicly, you can email to me or attach it to a private message

Official Employee

Re: ERROR MESSAGE: Enter correct credentials for secondary account

This error message indicates that secondary email credentials needs to be updated in XFINITY Connect Settings menu (Settings -> Accounts -> Edit). 

 

Thank you philw1776 for providing a screenshot, I'm happy to hear the issue is now resolved. 

Contributor

Re: ERROR MESSAGE: Enter correct credentials for secondary account

Having the same problem as you.

Official Employee
Moved:

Re: ERROR MESSAGE: Enter correct credentials for secondary account