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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'm getting asked to change my password everytime I login.

Also, while this is an account I've had for years, I've moved my own phone to another network and only my husband has his number with Sprint.  So everytime I need to login, I have to message my husband to get the code that sprint sends because Sprint has no mechanism to allow another person to manage accounts.

Sprint, please fix the login bug and allow account management by an account owner that does not have a Sprint phone.

@dohermosillo, the SMS code you need to enter is sent to the account holder for security questions. Only when you have not changed your password or logged in to your account for a long time, you will be required to change your password. Are you always logging in from the same computer and web browser? If so, please send me a message for further support. Just click on my name and select "Send a message".


Carlos
Sprint Social Care

I login every month and every month I'm told to reset my password after receiving the PIN via text message. This has been going on for months and I'm tired of it. This needs to be fixed asap - please. Unless you don't want me to pay my bill.....

@Sprint_CarlosIn my experience, the SMS is not sent to the account owner, it is sent to the phone on the Sprint plan.  I am the account holder, but Sprint does not offer any way for me to manage my own  account, which only has a family member's phone on it, without having to contact the family member.

 

I log in from multiple computers: work, home, cell.  Any of which could use multiple different browsers and those browsers have the cache cleaned routinely for privacy and security.  This is the way computing works now and Sprint should be able to accommodate it.

Just tried to login again; got the security code, entered it, change password prompt again.

Hey milacy11, I know that's probably annoying for you to keep changing your password every month. Let me see if I can take care of it for you. I'm going to private message you so I can get some additional info.



KRow32Cheerleading Under Cover Cheerleader 
Don't worry, be happy!
Spread positivity in the community and while you are at it,
give me a kudo! Go Team!
Journeyman

Hi, my phone no longer functions properly. I cannot receive the verification number to access my account because it is only sent by text to my phone. Is there a way it can be emailed to me? Or perhaps some other way I can access my account?

@Wolfjam, I'm here to help get you into your account. Are you only getting the option to get SMS for the verification code? Does it give you an email option? Do you know if we have the correct email address?

 

 

 


 


RedCruzr
Social Care 

Queen of Unlocks and Billing Questions. Samsung for Life!!
Kudos and Accepted Solutions are welcomed and appreciated.

Yes, I am only getting the SMS option for verification. No email option. Also, yes, you should have the correct email address on file. It should match the one I use for this community. Thank you for your time.

Let's go ahead and check things out for you Wolfjam. I'm going to private message you to get some additional info.



KRow32Cheerleading Under Cover Cheerleader 
Don't worry, be happy!
Spread positivity in the community and while you are at it,
give me a kudo! Go Team!
Journeyman

I have been trying to log into my account all day, but the two factor verification code never sends

Journeyman

I have been having this problem for over 6 months and have spent probably more than 15 hours on the phone or in an online chat trying to get it fixed. I am currently locked out of my account and have been for at least 30 days. A support ticket was opened almost 2 weeks ago which resulted in me getting a text a week ago instructing me to call the Oklahoma Ticket Support Office. I have called this number several times only to be greeted by a voice mailbox. I've left several messages. Spent another hour in chat with an agent today with no resolution and still no access to my account. So unbelievably frustrating!  😞

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