If you don't have a personal (non-Comcast) email address, mobile phone number, or secret question and answer listed on your Xfinity account, you may receive a pop-up message after signing in with your Xfinity ID online. It asks you to enter this information so we can assist if you need to recover or reset your password.
Enter your password recovery information
The message looks like the following.
You may also see this message if:
- Your mobile phone number hasn't been verified in the past six months, or
- Your personal (non-Comcast) email address hasn't been verified in the past year.
Personal email
After entering your personal (non-Comcast) email address, you’ll receive an email asking you to verify it, so it can be used for password recovery.
- You can’t use your Xfinity Email address for password recovery.
- You must use a personal (non-Comcast) email address (e.g., gmail.com, yahoo.com, hotmail.com, etc.).
- You have 72 hours to verify your email address, otherwise, you need to enter it again to receive a new email.
If you don’t have a personal (non-Comcast) email address, you should use the mobile phone number method below instead.
Mobile phone number
After entering your mobile phone number, you’ll receive a text message with a verification code.
- Enter the code into the additional pop-up window that appears after you enter your mobile phone number.
- The code expires in 15 minutes.
- You’ll need to enter your mobile phone number again to request a new code.
- You’ll need to enter your mobile phone number again to request a new code.
Secret question and answer
A personal (non-Comcast) email or mobile phone number are the preferred verification methods. If you don’t have either one, you can select Need another option?.
Then select the Secret question and Answer from the drop-down list. You can use this option next time you need to recover your password.
