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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.


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

i find it unbelievably annoying that EVERY TIME i login to pay my bill, i'm getting the reset password page, and have to have a code sent to my phone.....EVERY SINGLE TIME....i don't go months between logins, i usually pay my bill in increments so i'm logging in 2-3 times a month.... and i'm getting this EVERY TIME!!!!  can you tell that i'm ANNOYED??!!

and forgive me if my print looks like yelling....you get old and everything starts falling apart!!! 🙂


Every time I try to log in from my computer it gives me the incorrect information error even though I saved my info to Firefox.  It has done this consistently every time I have logged into my computer every month for at least the last 6 months, maybe longer.  It has finally gotten to the point where it did it twice today sending after I logged out and back in, it made me change the password again.  Then it didn't send the code right away so I hit send code again.  It sent the two codes back to back almost 5 minutes later.  This is getting tedious and I have started to wear away the paper in my password book from how many times I have had to erase the password and write in a new one.  It has done it occasionally from my phone when trying to access account information but usually on my phone if I hit the back button and log in with the same information again, it will work the second or third time not having to change anything, just repeat the process.  This is very tedious and time consuming just to look at my bill for the month.  Please address this issue!  Thank you.

i feel your pain.....me too.....i have my pswds on index cards....white out tape is a wonderful thing!!!! i haven't had to change the password though, just keep getting the sending the code thing....still really annoying....happened to me three time today, on firefox AND chrome.....grrrrrr

Ok, last time a Sprint rep posted on here was in November. I realize we had a couple big holidays the last couple weeks, but can we get a move on on the people posting where you told them to? My account still asks to change my password from every computer and phone I log into the website on. PLEASE fix this! There is only so much I can do from the MySprint app.

Hello NaomisMOM!


I'd like to take a closer look at this for you. Please check your inbox, I'll send you a private message.

Sprint Social Care

I upgraded my iPhone and received the new one today. I cannot log into my account to activate the phone because I've already wiped the old phone (and boxed it). I can't get the code to authenticate my identity because I WIPED THE OLD PHONE ALREADY! 😩😩😩 Please tell me I don't have to go into a store tomorrow. I'll be without a phone until then! I'm doing this from my iPad. 😕


I just need to activate my new phone. 


Every month I am continually asked to reset my password, please fix

Hey spiderman1031. Thanks for bringing this to our attention. Let me look into this issue for you. We sent you a private message, please reply to it at your earliest convenience.

Sprint Social Care

 Yes I cannot access my account because my old phone number is the number I have on file,  I have new phone and new number my old number is on seasonal standby.  Please help


Every time I try to login I get trapped in endless loop of requesting code to reset password per new security protocol. Have tried clearing cache, cookies, etc. to no avail.


Hi! I would like to confirm, besides the phone number that is on seasonal standby, were you able to set up another phone number to receive the code just in case?



Have you tried to proceed with another browser? Can you please provide me with screenshots of the error message you're receiving?

Sprint Social Care
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