Where to find your username and password without calling support
Your Xfinity username is the email address or account number you use to log into your account online or in the Xfinity app. Your password is what you set during account creation or your most recent reset. The fastest way to find both is to use the password reset tool on Xfinity.com — even if you remember your password, this tool will show you your username and let you set a new password if needed.
Go to xfinity.com, click "Sign In" in the top right, then click "Forgot username or password?" below the login fields. You will be asked to enter either your phone number, service address, or account number. Xfinity will send a link to the email address on file or a code to your phone. Follow that link or enter the code, and you will see your username displayed on the next screen. At that point you can also create a new password if you want to.
If you do not have access to the phone number or email on your account, or if the reset tool does not recognize your information, you will need to call Xfinity customer service at 1-800-934-6489. Have your service address and a photo ID ready — they will verify your identity before showing you your username or resetting your password.
Key Takeaways
- Your Xfinity username is the email address or account number you use to sign in, and you can see it by using the "Forgot username or password?" tool on Xfinity.com.
- The password reset tool sends a verification code to your phone or email, then displays your username and lets you create a new password without speaking to anyone.
- If you cannot access the phone number or email on your account, call 1-800-934-6489 with your service address and photo ID ready.
- Your username stays the same unless you change it yourself — Xfinity does not assign you a new one after a password reset.
- If you use the Xfinity app instead of the website, you can also tap "Forgot username or password?" on the sign-in screen to start the same reset process.
What information you need to use the reset tool
The Xfinity password reset tool asks you to prove you own the account before showing your username. You will need one of three pieces of information: your phone number (the one tied to your Xfinity account), your service address, or your account number. If you have any of these, you can complete the reset without calling.
Your account number appears on your Xfinity bill, usually in the top right corner or on the first page. Your service address is the physical location where your internet, TV, or phone service is active. Your phone number is the one you provided when you signed up or updated your account. If you are not sure which phone number is on file, try the one you use most often — if it does not work, the tool will tell you and ask you to try a different one.
Using the reset tool on your phone or computer
The reset process is the same whether you use a phone, tablet, or computer. Open a web browser and go to xfinity.com. In the top right corner, click or tap "Sign In". Below the username and password boxes, you will see a link that says "Forgot username or password?" — click or tap that.
You will see three options: enter your phone number, enter your service address, or enter your account number. Pick whichever one you know and type it in. Click "Next". Xfinity will ask you to verify your identity by sending a code to your phone or a link to your email. Choose whichever method works for you. If you choose the phone option, you will receive a text message with a six-digit code — type that code into the box on the screen. If you choose email, click the link in the message Xfinity sends you.
After you verify, your username will appear on the screen. At this point you can also create a new password by typing it into the "New Password" field and clicking "Save". Your new password takes effect when ready.
What to do if the reset tool does not recognize your information
If you enter your phone number, service address, or account number and the tool says it cannot find your account, it usually means one of two things: the information you entered does not match what Xfinity has on file, or your account has been closed or suspended.
Try entering the information a different way. If your service address includes an apartment number, try entering it with and without the number. If you are using a phone number, make sure you include the area code and that it is the number Xfinity has for your account — not a new number you switched to recently. If you have an account number from your bill, that is usually the most reliable option because it is specific to your account.
If you still cannot get through, call 1-800-934-6489. Tell the representative you tried the online reset tool and it did not recognize your information. They can look up your account using your service address and photo ID, show you your username, and reset your password over the phone. The call usually takes five to ten minutes.
Resetting your password versus recovering your username
The reset tool does two separate things, and you can use it for either one. If you remember your username but forgot your password, you can skip the identity verification step by signing in with your username and clicking "Forgot password?" instead. Xfinity will send a code to your phone or email, and you can create a new password right away.
If you forgot your username, you must use the full "Forgot username or password?" path and complete the identity verification. Once you verify, your username appears on the screen, and you can also set a new password at the same time if you want to. You do not have to reset your password just because you recovered your username — you can leave your password as it is.
Keeping your username and password find after you find them
Once you have your username and password, do not share them with anyone, including Xfinity employees. Xfinity will never ask for your password in an email or phone call. If someone claiming to be from Xfinity asks for your password, it is a scam — hang up or delete the message and call Xfinity directly at 1-800-934-6489.
If you think someone else knows your password, use the reset tool to create a new one. You can do this as many times as you want. If you think someone has accessed your account without permission, call Xfinity customer service and tell them — they can review your account activity and help you find it.
Consider using a password manager like Bitwarden, 1Password, or the password manager built into your phone or browser. These tools store your username and password securely so you do not have to remember them or write them down.
Frequently Asked Questions
Can I change my username?
Yes. Sign into your account at Xfinity.com, go to "Account Settings", then "Username and Password", and click "Change Username". Xfinity will ask you to verify your identity and then let you choose a new username. The change takes effect when ready, and you will use the new username the next time you sign in.
What if I do not remember my service address?
If you have your account number, use that instead — it is faster and more reliable. Your account number is on your bill. If you do not have your bill, call 1-800-934-6489 and have your photo ID ready. The representative can look you up by name and address and provide your account number.
How long does it take to reset my password?
The reset is when ready. Once you verify your identity and create a new password, it works right away. You can sign into your account with the new password within seconds. There is no waiting period.
Will resetting my password affect my internet or TV service?
No. Resetting your password only changes how you sign into your online account and the Xfinity app. It does not affect your internet speed, TV channels, or any other service. Your service continues to work normally.
What if I set up my Xfinity account with a different email address than the one I use now?
Use the phone number or service address option in the reset tool instead of trying to enter an email address. Once you verify your identity, you can see your username and create a new password. If you want to change the email address on your account, sign into Xfinity.com, go to "Account Settings", and update your contact information there.