Unable to Reset Password on Master/Manager Account

Hello @Anon1044775, thank you for taking the time to reach out on social media.  I understand your concern with the password, and want to help in any way I can. 

As part of our commitment to our customers, we may at times require you to update your password for account protection.  

When resetting your password, be mindful of the following:  

• ThePrimary account holdercan request a mobile number or non-Comcast email address be added to the account for password recovery.
• If you don't have a mobile phone number or a personal (non-Comcast) email address listed on your account, you can reset your password by connecting to your home Xfinity WiFi network and visiting xfinity.com/password. 
• From there, select “Verify another way” to use your service address, Social Security Number (SSN), and birth date to verify your account and change your password. 
• If you are aManager,MemberorVieweron an account and are unable to change your password because you don’t have a mobile number or email address on the account, you’ll need thePrimaryaccount holder to make the change for you or you can reset your password while connected to your in-home Xfinity Internet connection.
• After your password has been reset and you're able to get into your account, please add your mobile number and/or email address, so you can handle your own password recovery going forward.
• If you’re stuck in a password reset loop (continual requests to update, even after you’ve entered new login information), clear cache and cookies on your browser to resolve the issue. See instructions for:
• Microsoft Edge
• Google Chrome
• Safari
• If you use a third-party email program for Xfinity email, such as Outlook, Apple Mail, Gmail, etc., you will also need to update your Xfinity password on those programs.
• To add a further layer of security to your account,enable multifactor authentication.
• If you use the same password for multiple accounts, we recommend changing them. Reusing passwords increases the risk of a security compromise.

SeeChanging or resetting your passwordfor more information.

Anon1044775,

Did you sign in as the PRIMARY USER (Account Owner) or Manager? Also, did you sign in while connected your home wifi?

I believe that only the PRIMARY USER (Account Owner) can change secondary users' passwords. And you need to be signed on as the PRIMARY USER through your home wifi to initiate the change.

Note: Primary User and Manager may be two different users.