Visitor
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1 Message
Unable to Receive Verification Code
This issue just started about 3 weeks ago.
I enabled two-factor verification for my account. When I login directly on the website or this forum, I receive the verification code.
But, when I access my account using either the Xfinity app or the X app to check on my wifi acct, I am prompted to enter the registered device verification code. What code is that?
When I choose to have a text message sent to me, it takes me back to the login screen and starts the login process again (an endless loop).
I called customer service - I told the agent the issue, she said I should contact Apple.
Why? if it was the device, why would I get the code for website access but not for the app?
What can I do to resolve this because the X app allows me to see what devices are connected to my wifi service.
As mentioned earlier, this just started recently. I had an iphone for years and never had this issue.
At the end of the call, I felt the agent no longer wanted to help me instead of escalating the issue. So I ended the call
XfinityJohnG
Official Employee
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1.2K Messages
2 years ago
Thank you very much for reaching out to us here @user_0909cc. I willl be happy to look into any issue you are having logging into that app. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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