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-Xfinity) email address hasn't been verified in the past year.
Personal email
After entering your personal (non-Xfinity) email address, you’ll receive an email asking you to verify it, so it can be used for password recovery. Enter the code into the additional pop-up window that appears. The code expires in 15 minutes. You’ll need to enter your mobile phone number again to request a new code.
- You can’t use your Xfinity Email address for password recovery.
- You must use a personal (non-Xfinity) 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-Xfinity) 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.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.