Didn't find what you were looking for?


We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.

How to "revalidate (not change)" the Account Holder backup/external email, that's marked invalid?

txrattler25
txrattler25 Posts: 4 Spectator
edited February 5 in Email

Observation:
When I login as the Primary user e.g. xxx@tx.rr.com — Account Holder that has xxx@gmail.com — as the backup/external email address, I see an "invalid" icon next to it, which is VALID and IS being used currently with the 2FA/MFA security feature!!!

I want to "re-validate" not change this email address for the system, so that the icon goes away.

Problem:
The goofy result of this recent email upgrade is that all my email accounts with roles Primary, Standard or Admin accounts are now forced to validate via 2FA via email (and primary gets a SMS or email option) everytime single time I login on the Web. I revalidate identity by logging into the jdoe@gmail.com to get the verification code and use it to get access to my Inbox. Painful!

Potential Fix????
So, I think the reason is because the system is seeing that jdoe@gmail.com is marked invalid and then goes on to force email 2FA to that very same email address. LikeI said its goofy!!!

Any help would be greatly appreciated as it would save me trip to the Spectrum Store which I'm pretty sure will NOT be able to help with this.

Comments

  • James_M
    James_M Posts: 5,433 ✅ Verified Employee Moderator

    Hi -

    Have you tried logging in to spectrum.net using the xx@tx.rr.com email as the username and the associated password?

    More details on the recent change is available at this link:

    https://community.spectrum.net/discussion/178341/a-message-to-customers-having-trouble-accessing-legacy-rr-com-and-roadrunner-com-email-accounts
  • txrattler25
    txrattler25 Posts: 4 Spectator

    Just to be clear, once I get past 2FA, I have full access to my Inbox on (all accounts) and there aren't any further problems. It's just a pain to do 2FA everytime I have to login on all my accounts.

    This is what I've been using to access my xxx@tx.rr.com:
    1. https://www.spectrum.net
    2. Login with Primary Account Holder email: xxx@tx.rr.com (backup email: xxx@gmail.com
    3. Verify your identity screen
    4. Choose either Phone or email (email presented for 2FA xxx@gmail.com)
    5 Choose xxx@gmail account
    6. Login to xxx@gmail to get verification code
    7. Use verifcation on Spectrum "Enter Verification Code" screen
    8. I now have access to my Inbox.

    Repeat the same steps above for all my other accounts every time I log in!!

    As I mentioned earlier, the problem seems to be that xxx@gmail.com is marked INVALID for the Primary Role under Account > Settings>People

    How can I make sure the system sees xxx@gmail.com as VALID under Account>Settings>People? All email accounts show this as "Invalid".

    This maybe a much too complicated thing for help on here, I might just have to go into the Store and try to get this sorted out.







  • Tyleen_Z
    Tyleen_Z Posts: 1,002 ✅ Verified Employee Moderator

    I understand the frustration. 2FA is now required on every login for email, online account, and the My Spectrum App. This is a security feature that was recently added to prevent any fraudulent attempts to login to accounts.

    -Tyleen

  • txrattler25
    txrattler25 Posts: 4 Spectator

    @Tyleen_Z this doesn't explain why the Primary Account Holder backup email — the one used for 2FA — is showing as Invalid under Account > Settings, when it isn't.

    Also, your saying this is "Feature, not a bug" that 2FA is required every time one has to login via the Web Interface, regardless of whether the user has already confirmed their identity.

    Well, if thats the case, perhaps a suggestion is in order, most large financial institutions - banks and brokerages and online e-commerce sites like Amazon offer a "remember this device" or "trust this device", just for this specific reason i.e. to not beat the user down.

    Maybe the tech team should look into adding a checkbox on verify my identity page, so the identity is verified once and then gives the user an opportunity so say, trust this device.

    As you can see from the above, it takes 7 steps to get to my Inbox, which includes logging into Gmail to get the verifcation code!! . It's just a horrible experience.

  • HT_Greenfield
    HT_Greenfield Posts: 1,224 Contributor

    @txrattler25 : Just curious …

    1. … if this is while connected to your Spectrum home Internet without any VPN or any other kind of IP address obfuscation techniques like iCloud Private Relay or whatever at play
    2. … if you could log on to your account at www.spectrum.net and then see if there are any relevant clues to be found within any of the four account Settings tabs via ⋯ More and then ⛭ Settings
    3. … if text message to phone # is included as on option whenever the 2FA OTP thing comes up

Categories