Visitor
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1 Message
The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.
My secondary email account is no longer accessible, even through xfinity.com. Clicking on the gear icon, "email settings" and then "Accounts", I see the secondary account has the message "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."
It then directs me to change the password for my secondary account. However, I am unable to change this password. I get the message:
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“Please work with your primary account holder to reset your password.
We are unable to change your password because there is not an eligible verified mobile number or email on file; you will need the Primary account holder to make the change for you. Once you've reset, please add a mobile number or email address to your profile so we can better assist you with future password resets and troubleshooting.”
... AND I am doing this directly within the xfinity website - not using a 3rd party app.
XfinityThomasC
Official Employee
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2.4K Messages
1 month ago
Hello, @jnibert Has it been more than 90 days since you've accessed this account? You may need the Primary account holder to sign in to that email account and reactivate it. If you are the primary please use the primary Xfinity ID.
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user_ccwcym
1 Message
1 month ago
FIXED. I had the same problem with "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."
I was trying to add the secondary account to the primary account email so that I could see all of my email addresses in one place (using the comcast email interface). Nothing worked.
I finally tried to add a folder to the account with the problem, which led me to a link to an article about THIRD PARTY ACCESS. Even the comcast interface is considered third party.
According to the article, there is a new checkbox added by comcast for additional security. If you had a frequently accessed account, this box was already checked. If it was not accessed frequently, like many of my secondary accounts, it was unchecked.
To fix it:
Login to EACH comcast account, one at a time. You may not need to do the primary account, but not sure.
Once you are reading each email account, at the top right is a settings gear. Click on that then on the left, see security. The 3rd checkbox in security allows access by 3rd party accounts (including comcast interface)
Check it to allow access.
This fixed it.
See this article: https://www.xfinity.com/support/articles/third-party-email-access
COMCAST: Do not post inaccurate messages. There is nothing wrong with credentials, there is a SECURITY PROBLEM that the user can fix themselves with a simple checkbox that YOU ADDED and broke thousands of accounts. Please try not to be so dumb next time, or make a change without posting the correct fault. A message like "User security settings do not allow 3rd party access" would have FIXED THIS.
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