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Repeated password resets? Never receive your code? Please post here!

Community Manager

Repeated password resets? Never receive your code? Please post here!

Update: Sprint has updated Sprint.com account password requirements.  You may be prompted to reset your password when you login, even if you have reset it within the last 6 months.   The new Sprint.com password requirements are:

  1. Minimum 8 characters
  2. Maximum 33 characters
  3. Must include at least one of each:
  4. Capital letter
  5. Number
  6. Special character
  7. You cannot reuse a previous password.

Sprint.com Login Process

In order to protect our customer's information online, Sprint has implemented some new login procedures for My Sprint accounts.  I'm going to post a mini FAQ here that explains what is normal and what might be a problem which we will want to look into.  If you're coming to the thread for the first time, please read each question and answer before posting.

 

I was asked to change my password.  Is this normal?
If you have not changed your password or logged in to your account for a long time (typically months), you will be required to change your password.  You'll be required to verify that you are an account holder by inputting an SMS code and answering some security questions, after which you should be able to choose a new password.  In very rare cases, you may be asked to visit a store with two forms of I.D. in order to reset your password.

 

I am being asked to change my password every time I log in.  Is this normal?

You should only have to change your password one time.  If you're asked to change it every time you log in, we need to know about that.  Please post here if you would like assistance with this issue and we will contact you.

 

I am being asked to verify a code sent through SMS l when I access or make changes to my My Sprint account (2 factor authentication). Is this normal?

Customers may be prompted to complete 2 factor authentication through SMS when logging in, viewing the website or performing activities in their My Sprint accounts.  This is normal and has been implemented to help prevent fraud.  

 

I used to be be able to receive the verification code by Email.  Why can't I do that anymore?

Due to some security concerns, the option to receive the verification code by email has been temporarily disabled.  We'll re enable it as soon as we are able to alleviate those concerns.

 

We apologize for the inconvenience of the 2 factor authentication system.  A different method of verification may be released in the future but for now, you may be prompted to verify, sometimes more than once in a session.

___________________________________________________________

 

Please post in this thread if you are experiencing any of the following problems:

 

-  Repeated password resets: If you're being forced to reset your password every time you login, the web team would like your information to look into the issue.

 

- Unable to reset password.  If you are not receiving the code or email or have another issue which is preventing you from resetting your password, please post here.  Exception: if you are asked to visit a store and present I.D., this situation is not a system issue.  Though rare, some customers may need to complete this step.  You should only have to do this one time.

 

- You never receive a verification code through SMS or email:  If you never get the SMS or email, we will want to verify that we have the correct information on file for you and that you are able to receive the messages we send,  If you requested the information via email, please check your spam folder.  Sometimes Sprint emails can be routed there by mistake.

 

__________________________________________________________________________________

In order to help those customers who are having verified issues accessing thier accounts, we ask you respond here only if you are having one of the problems listed above.  If you are sharing feedback about the 2 step verification experience, the Community Managers and Moderators may merge those threads and comments with other existing threads on the same topic.

 


SeaWolf
Sprint Community Manager & Customer Advocate
Captain of the Vicious Cream-puff
I encourage you to post your questions on the community, give Kudos when earned and always mark the correct answer as "Accepted Solution".


108 REPLIES 108
Journeyman

I also have been asked for my Zip, SSN, and PIN, and then need to have a code emailed to me, every time I access the Sprint site.  The browser window title says "Password Reset" though it never asks me to reset my password.

 

Chat appears to be unavailable, the "Let us call you" function gives me "Oops! Something isn’t right on our end. Please give us a call".  After 5 minutes navigating many menus, I got "me had a problem, call back later"  Click.  So this appears to be my last hope.

Journeyman

I've tried posting twice but don't see either - apologies if this is repeating

 

I have the same problem with a new account.  Eveytime I log into my account, after entering username and password, I'm prompted for zip code, SSN, PIN, and then need to send a code to my email, which I then need to enter to log in.  Am I going to have to do this forever?  I've logged in from multiple machines using multiple browsers.

rdspear, sounds like something we need to look into. The email that the website is sending you, is it a verification code or a link to set up a new password?

Ina.
Sprint Social Care Team.
Journeyman

I'm being asked to reset my password every time I try to login to my account, even when logging in with the correct password. I have to be sent a code via SMS or email every time. How do I fix this?

Journeyman

Is anyone from Sprint going to respond to my question. Its been over a month now and I have yet to be helped.

Hello leachmanrickey.

Sorry for the delay in response. We would like to review your account and see if there is something preventing you from receiving Text messages. We sent you a Private Message, please reply to it at your earliest convenience.


Juan
Sprint Social Care
Journeyman

I've been waiting 3 weeks for a reply...

Journeyman

Hello,

 

I have a looping screen problem when I try to login to "MySprint" account, since the 1st day.  Now, it has been almost 1 wk...the same looping screen is still going on.  (BTW, out from 4 main links, only the "Payments" link is working...excellent job (to get everyone's payments) !!!

 

The worst is, when I try to reset my password, the "2-Step Verification" that it CANNOT send the "Codes" via the SMS to my mobile no (which is on Sprint's system)...!!!

 

What should I do...to get into "My Sprint" ?

Journeyman

Why do you call it a two method verification?  It is a tertiary method.  It isn't 3, you say?

Well, there already is a unique username and password verification, that is one.

And there is the 6 digit pin number that is unique to me, that is two.

And now there is a 5 digit number required, every time you log in.  That is three.

 

What is the purpose of the three step verification?  What does it do that the pin doesn't?

Community Manager

There are only two steps required for typical log in to your My Sprint.com account: Username/password and then the SMS code, @MdMdx

 

You should only be asked for your PIN and/or last four digits of your SSN if you are resetting your Sprint.com password.  If you're being prompted to provide these at every login, you may need to have a ticket created.  Please let us know.

 


SeaWolf
Sprint Community Manager & Customer Advocate
Captain of the Vicious Cream-puff
I encourage you to post your questions on the community, give Kudos when earned and always mark the correct answer as "Accepted Solution".


@seawolf I need a ticket created. I've been having this problem for months and haven't gotten a response in weeks.

I referred to the screen prompt...2-Step Verification.

 

Yes, I do agree w/ you...

Personally, Sprint should deploy the Retina or Eye scanning for their security screening.  However, let fix the login looping & make the username retrieving or fixing the incompleted/corrupted username records first.

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