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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've had my account for years, but I've moved my own phone to another network. My 3 children still have their numbers with Sprint.  Every time I need to login, I have to message my kids to get the code that Sprint sends because Sprint has no mechanism to allow another person to manage accounts, even if that person owns the account. This is a pain in the butt for me with 3 phones, I can only imagine trying to do this as a business owner with multiple phones in the field.

Sprint, please fix the login bug and allow account management by an account owner that does not have a Sprint phone. This is asinine and one more reason people leave Sprint. 

Totally agree with the last post .... There needs to be a way to access my online account without getting the sms.  Why is there no option for an email to receive the code?

 

Many of us administer accounts for elderly parents, children, other family, etc.  We NEED another option to access the account online.

 


@ThomasMc wrote:

I've had my account for years, but I've moved my own phone to another network. My 3 children still have their numbers with Sprint.  Every time I need to login, I have to message my kids to get the code that Sprint sends because Sprint has no mechanism to allow another person to manage accounts, even if that person owns the account. This is a pain in the butt for me with 3 phones, I can only imagine trying to do this as a business owner with multiple phones in the field.

Sprint, please fix the login bug and allow account management by an account owner that does not have a Sprint phone. This is asinine and one more reason people leave Sprint. 


 

Journeyman

I am being asked to change my password every time.  It has happened to me multiple times already.  Doesn't matter what browser I use.

 

Furthermore, I do want to provide feedback on the two factor authentication, it is not an improvement nor an upgrade when you have removed email as an option.  Furthermore, if I am logging in from the same device, two factor authentication shouldn't be necessary every single time.  My banks don't have this requirement when I login from the same device, why do you?

Good afternoon. This would be very annoying. I'm not sure why you're experiencing these issues. Have you tried making sure the 3rd party java scripts are disabled in the browser settings, to see if that would help?

 


QueenK Social Care 

Be Original, Not a Copy. 
Your opinion matters! So feel free to show someand accept the solution once the issue is fixed!
Journeyman

Every time I log into my account online I am required to change my password. I log in every month, sometimes more than once a month. This is becoming very irritating. 

Good morning. I totally understand and this would be very annoying. Have you tried what I stated directly above your comment?

 


QueenK Social Care 

Be Original, Not a Copy. 
Your opinion matters! So feel free to show someand accept the solution once the issue is fixed!

EVERY time I log in from the web, I have to change my password. I literally just logged in from my phone, and had to change my password, only to log in from my laptop and be asked to change it again. I get the code all the time but it is beyond annoying to continuously have to change my password, especially since I've never had to do it before 2018.

If you are asked to enter your password every time, it's usually because cookies are disabled, using privacy/incognito mode within a browser, or some type of antivirus is blocking cookies from being read.  

 


@tlgodley wrote:

EVERY time I log in from the web, I have to change my password. I literally just logged in from my phone, and had to change my password, only to log in from my laptop and be asked to change it again. I get the code all the time but it is beyond annoying to continuously have to change my password, especially since I've never had to do it before 2018.


 

Journeyman

I log in to my account at least once a week, and I just got another "change password" order from the website.  This has been an issue for awhile, it is very annoying. Phone support was not helpful, telling me it was "a javascript issue" that was my fault.  This is not the case.

I am tired of changing my password on the website so often.  I regularly login to my account and this should not be necessary. 

Have you tried using the Sprint mobile app?





"Is your name Wi-Fi? Because I'm feeling a connection."

I DO use the Sprint mobile app- I am concerned because I do most of my business on my computer and on your website.  Is this issue ever going to be fixed?

Ahhh I see. And yeah we know it's an issue and are actively working to fix it. I'm sorry it's affecting your business.





"Is your name Wi-Fi? Because I'm feeling a connection."
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