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Contributor

Reset Password Loop

For the Comcast Budsiness App, I have a couple of users who could not remember the passwords they set up.

 

I instructed them to use the "reset password" feature.

 

They could not remember the answer to the security question.

 

I reset their password from the portal and communicated the new password to them.

 

They report being able to log in to the app with the new password and being redirected to set a new password, but in order to do so, it asks them the same security question for which they do not remember the answer, so they can not get any further.

 

What is the solution to this problem?

 

 

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Official Employee

Re: Reset Password Loop

Hi there :)! Thanks for taking the time to reach out to the Digital Care team here through the forums! We are so sorry for the delayed response and we are so sorry to see that you are having issues with resetting the password for your users. I know how frustrating this can be and you have reached the right team to help get this taken care of for you. Can you please send us a private message with your name, the full address, and the account number? 

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