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:
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.
I am still unable to log in to my account because you guys removed the option to send the code to my email address. I don't personally have a sprint phone, but it's my account. When I try to use the express pay thing, the screen greys out and I get an error:
I am now unable to pay my bill at all. When will the email option be brought back?
To be clear, @collegebearcat1 two-factor authentication (where you are required to input a code) is an expected part of our current security process. Unfortunately, there's no way to disable it for now.
This thread is designed to assist people who are being forced to reset their Sprint.com account password every time you login. You should not have to reset your PW every time you login.
I've been having the SAME problem...not being able to login to my Sprint account without having to change my password each and every time. I have yet to see a resolution to this within the community. I have been on live chat with no solution, and just got off the phone with customer support, again, with no solution. I should be able to login from any computer, from any browser, without having to change password every time. I'm at my wits end and am ready to switch over to my husband's T-Mobile, after many years with Sprint. I don't know why Sprint doesn't get this fixed, seeing that there are numerous complaints about this!
Hello judaviana! Thank you for posting your concern. We would like to take a closer look into this. Please check your inbox and reply to the private message that I just sent you.
I have been having the issue of getting the "We have updated our security" for months and months. Any time I try to log into the website or the my sprint app. I contacted customer support last month and had been assured it was fixed. It was not. How do we fix this?
Good morning! Would you please check if you have disabled the 3rd Party Java scripts in your browser settings? This should do the trick.
I have not blocked 3rd party java in my chrome browser and I do not know of a way to block them or unblock them in the my sprint app on my android phone. Every time I try to log in to my account via the app or browser it ALWAYS pops up the "We have updated our security" page and requires me to change my password. Once the password is changed and I move to the next page it just goes right back to the "We have updated our security" page and wants me to reset once again.
Understood! We would like to further investigate this issue. Please check your inbox and reply to the private message that I just sent you.
I am being asked to change my password every time I try to log on, even though I use the same browser on the same PC. I even save my passwords, which would work anywhere else. This is beyond frustrating, and I am running out of ideas for complicated passwords every other day! I log on at least twice a month, and each time, I have to come up with a new password. It IS a glitch. It is NOT a security measure because neither my financial institution or even the IRS requires such nonsense. I need this rectified ASAP, as I already have tech issues with my phone that no one has been able to fix (cannot dial *2, *3, or even your full number... NO Sprint numbers can be dialed from my phone).
Hello BUCKEYEGODDESS7. I can imagine how frustrating this can be, please reply back to the Private Message that we sent you so we can further investigate this matter.