One of my secondary email accounts is missing. Not listed under the primary account information.

One of my secondary email accounts is missing and not listed under the primary account information. 

When I type in my ID, I get directed to the "Reset your Xfinity password" page and then to "Connect to your home WiFi to reset your password" page.

I have no issue with internet connection or wifi. I was able to change PW for my other secondary accounts.

I checked the forum and found similar issues. I can't find the "direct messaging" icon or link that one of the Xfinity official emoplyees mentioned there.

Please help.