Can' Access Email

I cannot access one of our email accounts. I am able to log into that users account (the Primary account is fine), but when we try to access email, the page says it is accessing the email account, but then just continually refreshes. We tried different browsers, reset that accounts password and nothing works. Again the primary account is just fine, it's the secondary users account that is the issue.

Responses

Anon218152

New Poster

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8 Messages

2 months ago

Can someone from Xfinity help me? I tried messaging you and was told I had to post first. We need to access the email account.

1

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XfinityJamesC

Official Employee

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1.7K Messages

Thank you for sending me a DM so we could get your secondary email working properly, @Anon218152. There may have been a browser issue that was preventing you from connecting to your inbox, but I'm happy to hear things are working correctly now. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

0

XfinityJamesC

Official Employee

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1.7K Messages

2 months ago

Greetings, @Anon218152! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your email, but you have definitely come to the right place for assistance.

Under normal circumstances, an inactive email account will be purged after a few months of inactivity. Were you regularly accessing this email account prior to this happening? If you send an email to that address, does it come back as undeliverable, or does it go through as if everything was fine?

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Anon218152

New Poster

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8 Messages

Thanks for getting back to me. The account was/is not inactive, we use it all the time. It appears to have stopped working . I sent an email to it and it appears to have been sent i.e. it was not kicked back as undeliverable. If I try to send an email from the account, on an iPhone I get the message that a password needs to be entered, but when I enter the password, it does not work.

2 months ago

0

XfinityJamesC

Official Employee

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1.7K Messages

Got it! Thank you for letting me know, @Anon218152. You mentioned you were able to log in to the secondary account, so I assume you are not getting any password errors on it, other than the iPhone specific message. Let me take a look at the account and see if there are any notices posted there about the secondary profile.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

2 months ago

0

Anon218152

New Poster

•

8 Messages

Thanks for the assistance, everything is working now.

2 months ago

0

Email

Anon218152

Can' Access Email

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