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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 try to login, get the prompt to generate code to reset password, enter code, reset password and then get the prompt to reset password again. Same thing happens in Explorer and Chrome. 1.png


Understood! I will need to have this reported to the web support team for review. Please check your inbox, I've sent you a private message.

Sprint Social Care

I'm being forced to reset my password every time I log into sprint.com, with any new device or browser, but even within same device and browser. Really annoying. Pls kill that.

Let me add to the long list of irritated customers.  Last night I logged onto MySprint.  It said I needed to reset my password.  I received the code by text, reset the password, got a confirmation text that said it was done successfully.  I then went back into the site, logged in and it said that I needed to reset my password.  After wasting time chatting with Sprint who said they "reset" my account, I changed browsers, deleted history/cookies, created a 2nd password (since I couldn't use the one I just created) and try to login in again.  After doing all that, it said I needed to reset my password.  So after cussing up a storm I decided to just go to bed.  Now this morning I attempted to login again this time using my desktop computer.  By now you surely know what's going to happen.  That's right, it said I needed to reset my password.  Looking in this community, this has been a problem for almost a year.  That is unacceptable in my opinion. It is also frustrating to continue to create passwords meeting the security requirements and then all that goes to waste and becomes unusable because of your flawed website.  You are supposed to be one of the top telecommunications company but you can't figure this out?  This is a trend not an isolated problem. Come on!

Hi! @jglkpl . Let's take a closer look into this, please check your inbox, I've sent you a private message.


First, I am so upset. I reached out over Facebook starting at 12:14, and it is now 1:47. The respond from whoever is manning that is very very slow and they could not tell me what was happening. After 'clearing my cache' and 'using another browser' .. neither of which worked, I continue to get "you have to reset your password" and can't reach my account.


They required that I go to a 'secure' browser to tell me I could not use my email as my user name and they had to reset my account, but never came back to tell me what was going on. It is now 1;50.... almost 2 HOURS of waiting on these people.


I dont know what to do now, and I am giving up. I have to work, I have things I am supposed to be doing.... who can I complain to? Why would they do that? What do I do now? canot_log_in.JPG



Wow, did you know that you have to do the code to your phone twice? How crazy that they do the exact same things twice and expect everyone to understand wth is going on. I wonder how many of the complaints on this page are because if you just do it TWICE, you get in. I am so annoyed right now and very upset that the CS took a very very 2 hour long time to take care of me. Very annoying.



Every time I log into my Sprint account I get asked to be sent a code and type the code in. I have just changed the password. Can you help?


Thank you,

Dacey Williams

Hey herwilliams. Thanks for bringing this to our attention. I will be sending you a Private Message please reply back when you can.  


Sprint Social Care

For the past 3 days I've been sent to the request a code page since I have to change my password at least twice a year.  I changed my password and still continue to get the same prompt.  Once I've entered the code, the system lets me go about my business.  This happened to me a few months ago and it lasted about 2 weeks before the prompts went away (support folks helped).  I'd like to get this fixed again.


Hey @WxAggie88.


Thanks for reaching out to us. Let's take a look into this matter. Please check your inbox, I will be sending you a private message.

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