Comcast offers Multi-Factor Authentication using the Xfinity Authenticator to provide extra layers of security for logging in and accessing most of your Xfinity services. The Xfinity Authenticator is an app available for download on iOS (phones only) and Android (phones only).
The Xfinity Authenticator will alert you when someone attempts to use your Xfinity username and password to sign in to your account. You can approve or deny the login attempts either with a traditional verification code, yes/no button push, one-touch fingerprint ID or facial recognition on the iPhone X. In order to use Multi-Factor Authentication, however, you need to first set up your Recovery Options, which customers can do with the Xfinity Authenticator or in My Account.
Your Recovery Options - also known as Two-Step Verification - requires a verification code in addition to an Xfinity username and password to sign in. You can receive the verification code via SMS text sent to your mobile device, or via an email sent to a third party email address (such as Gmail, Hotmail, etc.). You can also use your Recovery Options to sign in if the Xfinity Authenticator app is not available.
How do I un-enroll (or uninstall) Authenticator in my account?
Before uninstalling Xfinity Authenticator from your iOS/Android device, please make sure you manually remove the desired device in the My Account portal, you can do this by clicking on the “Recovery Options” link in the settings screen of the app:
Once you have removed your device, you can uninstall the application from your phone. If you skip the previous step, you’ll keep being prompted to enter the 6-digit code from the Authenticator every time you log into your account until you remove the device manually in My Account.
If you have already uninstalled Xfinity Authenticator before first removing your device, you can log in to the My Account portal and navigate to your two-step verification settings to manually remove the device from your account.
Why do I keep getting the “You’re not connected” screen?
There could be multiple different reasons for this:
Please verify connectivity to the internet by browsing to the My Account website or any other website that requires internet connectivity.
Why does the application loop during the sign-in process and not let me log-in?
You could be facing this issue because:
Why am I not getting a push notification when trying to sign in?
There are a few possible causes for this:
If you’re still having issues, try deleting your device from My Account and re-installing Authenticator.
Why do I need to register my personal email and phone number in order to use Xfinity Authenticator?
In order to secure your account and provide you with different alternatives to verify your identity, we encourage all users to provide these alternatives to access your account in case you don’t have your Authenticator-enrolled device close to you when trying to sign-in.
Why wasn’t Xfinity Authenticator integrated into any of the other existing Xfinity apps or any of the other third-party existing authenticators?
We want users to be able to use Xfinity Authenticator regardless of the Xfinity services that they already use. Other existing third-party authenticators won’t provide some of the available features in Xfinity Authenticator like Touch ID / Fingerprint approval, notifications, etc.
What if I receive an unknown or suspicious sign-in request?
If you’re not trying to sign in at the moment you get a sign in request notification, deny the sign in request, make sure no one else knows your sign-in credentials and please modify your password so that you keep your account safe.
I have received the maximum devices allowed message. How do I manage my registered devices?
You can register up to 5 different devices as trusted devices with the Xfinity Authenticator app. If you get the “You’ve already registered five trusted devices.” message, please click on the link shown on that screen that will take you to My Account settings where you can remove one of the already registered devices. You will need to do this in order to register a new trusted device.
What if I don’t have internet connectivity on the device that has Authenticator installed?
If your device isn’t connected to the internet, you won’t be able to receive sign-in request notifications from Authenticator. Instead, you can use the 6 digit verification code created by the app every 30 seconds. Just select the option “Enter a code from Authenticator” when trying to sign in.
Why am I not receiving any SMS messages on my phone from any Xfinity applications?
During the enrollment process for the Xfinity Authenticator, if you are unable to receive verification codes via text message, your carrier may be blocking your device from receiving certain SMS messages. Please contact your cell phone provider to turn on / unlock the SMS service. Keep in mind that only U.S. phone numbers are supported.
How do I contact Xfinity to get support for issues related to Xfinity Authenticator?
You can reach us here, in this forum, by posting a comment below. Also, you can email us at: email@example.com.