If you don't have a personal email address, mobile phone number or secret question and answer listed on your Xfinity account, you may receive a pop-up notification after signing in with your Xfinity ID online, asking you to enter this information so that we can assist if you need to recover or reset your password. You must have at least two recovery options set up in your account for security purposes.

Entering Your Password Recovery Information

The pop-up notification looks like this:
Pop-up notification about password recovery.

Personal Email:
After entering your personal email address, you will receive an email asking that you verify it so it can be used for password recovery. Please note that you may not use your xfinity.com email address for password recovery. (You must use a third-party email address, like gmail.com, yahoo.com, hotmail.com etc.). The verification window is 72 hours, otherwise, you will need to enter your address again to receive a new email.

Mobile Phone Number:
After entering your mobile phone number, you will receive an SMS text message with a verification code. Enter the code into the additional pop-up window that appeared after you entered your phone number. Please be aware that the code will expire in 24 hours, and you will need to enter your mobile phone number again to request a new one.
Pop up requesting the code that was just texted to the user.

Dismissing the Notification

If you do not wish to enter this information at this time, you may select the Ask me later link (located next to the Continue button), which will dismiss the pop-up window. You will not see this window after sign in for 30 days. After the 30 day period, the window may appear again, as it is important that we have this information on your account for security purposes.
Continue button and Ask me later option