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Sub Account Password Reset needed, but can't find any way to do so

I can set up ANOTHER sub account, I can change the FIRST NAME, LAST NAME, DATE OF BIRTH etc associated with the my current Sub Account, but I can NEVER access it again??? How do I change the password on the sub account seeing as how I do NOT recall what the current password for the sub account is?

This is a significant flaw in the FAQs and HELP and whatnot items in the menus, I certainly can't be the first person to ever have this problem.

Comments

Devs_Advocate

I don't have any sub accounts set up but it looks as if you just have to go into your main account and click on the Manage sub-account link and it should let you change the password there.

somegirl

You change a forgotten password for a sub account the same way you do fro the primary account. There's a "Forgot Password" link that will reset it for you once you answer the Secret Question, or you can contact Technical Support and they can reset it for you. There are several options for getting in touch with someone in Tech Support on the Contact Us page.

VAjay

Actually the Manage Sub-account menu does not provide any way to check or change the password. If you select the EDIT box next to one of your sub-account names it brings up a dialog box that lets you change the First and Last names associated with the sub-account, the date of birth of the account holder, and whether or not the sub-account should have an associated e-mail account. Nothing else. Which strucks me as mighty strange.

As it happened I found a scrap of paper on which I had written down the password for the sub-account, so that solved that problem. But it appears that calling customer service was the only other solution.

Thanks

somegirl

@VAjay wrote:
As it happened I found a scrap of paper on which I had written down the password for the sub-account, so that solved that problem. But it appears that calling customer service was the only other solution.

There's also the forgot password link. Like I said, your options for resetting a sub password are the same as for the primary.

DMC202

I'm with the original poster on this one ... this is a huge flaw and a major PAIN. The person who keeps posting saying how easy it is to simply "use the forgot password" link obviously has never had to look for the "forgot password" link ... WHICH DOES NOT EXIST!!!!

Hubrisnxs

I forgot my user name and password; what should I do?

Forgot your user name? Retreive it online. If you want to create a new user name, you must call Technical Support at (888) 553-1555 .

https://www.verizon.net/ssowebapp/alternateAuth/forgotUserID/forgotUserID.jsp

Forgot your password? Retreive it online. You must know your user name and answer to your secret question.

Password change tips

Your password should be case-sensitive.
Use a combination of at least six numbers and letters.
Don't use your user name in any form (e.g., spelled backwards or with a number added to the beginning or end).
Avoid using a single word, from any language, with a number added to the beginning or end.
Your password cannot include such characters as /, #, *, or a blank space.
Please allow up to one hour for your password change to take effect.

http://www22.verizon.com/ResidentialHelp/FiOSInternet/Email/Profile+Settings/QuestionsOne/85127.htm?redirect=true

OR ALTERNATIVELY you should be using the in home agent software. www.verizon.com/connect it will reset your passwords as long as you have the right answers to the secret question, if you don't have the right answer to the secret question then you have to call in. REMEMBER SECRET QUESTIONS ARE UNIQUE. your secret question to the main username, may or may not be the same answer as your sub account.

DeeBee

I'm with the original poster on this...

My daughter forgot her password (email sub-account), and messed up answering her secret question enough times that the system refused to continue. That's reasonable.

I thought I could change her password from my primary account. The FAQ seemed to indicate you could do this. The "edit" function next to sub-account is worthless.

I tried the "Ask Verizon" auto help system. Searching came up with a specific question "How do I change a sub account password"? and the answer was "subaccount passwords can be changed from the MyVerizon page of the primary account". This leads you back to the same worthless "edit" subaccount button.

It may be reasonable that the primary account holder can't change the subaccount password on-line and needs to call the help number, but the FAQ and help should indicate that. FYI, after 30min on waiting for an agent, I did get the subaccount password reset. Oh, interesting glitch... the agent said you can't reset your secret question... unless you know the answer to the secret question. He had to reset that for me (for the subaccount.)

bjregan

I agree with the original poster, as well. This was a very difficult process to finally get the password reset on my husband's sub-account. Much searching on the web led to nowhere. It wasn't until I bit the bullet and played the "wait for an agent" game by calling in that I finally got help.

webyourstuff

Sorry. It doesn't.

webyourstuff

I have that problem too. Moreover, I created a new sub account. (THis deleted the old sub account) and no option was given to assign a password.

No initial password was given to me either, and I got no email con firmation.

Having no password (as oppossed to forgetting a password, I tried the password on my main account, and it wasn't recognized.

I have been trying for several days to get thru to the chat help.

I am wondering if the promise of sub accounts is a myth. 😮

somegirl

You have to set the initial password in order to create the sub. It's one of the fields you have to fill out. Where exactly are you creating these subs?

Hubrisnxs

that picture is obnoxiously big.

eljefe2

I'm another poor soul who can't find a way to change a sub-account password. Navigating around the Verizon web site is like trying to navigate around in a maze.

To somegirl and others who have offered suggestions...the problem (as has been stated several times) is that those suggestions only seem to work for the primary account. When getting to the page to edit a sub-account there is no field or link to change the password.

I'm on hold for tech support now. It's been about 25 minutes. I'll report back if I have any success. Smiley Sad

Justin46

Log into the website with the sub-account name and current password, then you should be able to edit the password.

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7.1, Build 09.97
Keller, TX 76248

eljefe2

@Justin wrote:
Log into the website with the sub-account name and current password, then you should be able to edit the password.

BINGO! Logging in to the sub-account name on verizon.net is the answer. I (and apparently others) assumed that since the master account created the sub you could control it from the master login.

The at&t tech support guy I finally got to talk to after 45 minutes told me they do that for privacy reasons...privacy of the sub-account holder. I told him that's fine but man, they ought to make that information easier to find on their web site.

Thanks Justin. I hope this helps some others from the same frustration some of the posters here went through.

somegirl

@Justin wrote:
Log into the website with the sub-account name and current password, then you should be able to edit the password.
__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7.1, Build 09.97
Keller, TX 76248

Here I was assuming that because they wanted to change the password and weren't taking what I consider the obvious route, they must not know it.

The simplest solution is often the best. +1

gt63

So what do you do if your accounts were created before the new combined site and the sub accounts didn't have the secret question and therefore there are no saved answers? How do you reset a password that has been forgotten. I think if the primary account has the ability to create\delete accounts then you should be able to re-set the password for that account. Or at least make it clear on the portal how to reset sub account passwords.

MDuser2

I also set up my sub-accounts about 5 years ago and lost the passwords. I tried every solution offered in this "thread" to no avail. Finally, I tried the "Chat with a live agent" option under support. This worked great! After only a minute, I was "chatting" with someone who reset my password. After signing in using the new password, I was able to change it to something more recognizable. I also had the opportunity to redo my Secret Question - which I had also forgotten. It's a great feeling.

herbh

I can't access my sub account e mail

jewels8

In this day of technologies why should I have to talk to Verizon to re-set my sub accounts. I am divorced and they would not allow me to change my primary email thus I had to create a sub account to let my friends know of my new email, Now I Can Not Access It!!!! This makes me very mad.

tns

@jewels8 wrote:
In this day of technologies why should I have to talk to Verizon to re-set my sub accounts. I am divorced and they would not allow me to change my primary email thus I had to create a sub account to let my friends know of my new email, Now I Can Not Access It!!!! This makes me very mad.

Several ways to find the page

or try

https://www22.verizon.com/ForYourHome/MyAccount/Protected/Account/MyAccountProfile.aspx#Subaccounts

i2mfedup

Sadly Verizon has done nothing regarding this for years now. The first post was May 2009 and now in November 2011 I created a sub-account , the password forgotten, and am not able to get or change the password. For those that continue to offer going to manage accounts under your primary account IT DOES NOT WORK! You are NOT given the option of a password change. IF you click on "FORGOT PASSWORD" (and I have done so) it ends up giving you a pin number to reset your primary not your sub-account. Frankly I have a hard enough time creating a sub account with it always telling me the password was missing.

Clearly this is to difficult a problem for Verizon. Might I suggest they hire an 8th grader to solve it for them.

Vinpool

I feel your pain. I have been chasing the same issue around the site for 2 days. It certainly lacks true account management, edit does nothing but to force you to provide or change more information they want, without giving any account "management" functionality.

beransom

You are right, logged in under the main email account you cannot change the sub account passwords BUT log in with the sub account ID and you can. You can also use the forgot passowrd option when trying to login with the sub accoutn ID.

WonderingInVA

There are more than two years worth of postings on this subject. Clearly, it's not a new issue.

Does Verizon not monitor its own customer-service-related message boards?

somegirl

@WonderingInVA wrote:
There are more than two years worth of postings on this subject. Clearly, it's not a new issue.
Does Verizon not monitor its own customer-service-related message boards?

Considering that this post has been answered several times over, what exactly should they be monitoring in this thread?

Also, This is a peer-to-peer support forum. Says so right on the front page.

Ron_L

I believe the issue that isn't being addressed is that the MASTER account owner does not have administrative rights over any of the email sub-accounts that are created.

Why give the ability to create them if you are not going to allow them to be administered from the Master account? When I first started on FIOS, this was not the case.

Who would be the best contact to get a official response for this dilemma?

spamhater1

It's true, all these links only apply to the main account, not the sub-account. When I went in to manage my sub-account, I was able to give it administrative rights and correct the spelling of the person's name but that is all.

mcho74

I was just now having the same problem. I wanted to change my sub account passwords and couldn't find a way to do it from my main account. It turns out that you need to log into each sub account separately to change the password for each one. If you don't remember the original password for the sub account, that's where you'll find the link for forgotten passwords, etc. Fortunately, you ended up remembering yours. But if you decide to change them - that's how.

BusiPlay

The problem I am having is that when I click on the Forgot password, and enter in my user subaccount, it tells me I have not set up a Secret Question for this account (it's an older subaccount), and then provides me to a link to reset the account, but when I use this, it resets the password for the main account.

somegirl

@BusiPlay wrote:
The problem I am having is that when I click on the Forgot password, and enter in my user subaccount, it tells me I have not set up a Secret Question for this account (it's an older subaccount), and then provides me to a link to reset the account, but when I use this, it resets the password for the main account.

In that case, you will need to contact Verizon tech support to reset it for you. Be sure to set up a secret question/answer once they reset it for you. 🙂

josuera

@somegirl wrote:
@BusiPlay wrote:
The problem I am having is that when I click on the Forgot password, and enter in my user subaccount, it tells me I have not set up a Secret Question for this account (it's an older subaccount), and then provides me to a link to reset the account, but when I use this, it resets the password for the main account.
In that case, you will need to contact Verizon tech support to reset it for you. Be sure to set up a secret question/answer once they reset it for you. 🙂

Yes this is exactly the problem, and I don't want the primary account reset. There is NOTHING mentioned in all the help pages there to tell you it won't work properly if it's a sub-account. A simple sentence that says "if you need to reset a password for a sub-account, you must call us" would help reduce frustration.

Furthermore I really enjoyed wasting a nice amount of my time trying to figure it out, trying to correct it when it kept coming back to changing my primary account when i want to reset the password for a sub-account. Then I enjoyed trying to call verizon tech support only to listen to a nice lengthy message giving me the instructions to log onto the web to do it myself, which I wouldn't be calling them if I could have already done. Then I enjoyed getting the automated voice representative telling me , after however many minutes of trying to get through, that due to 'high call volume' there may not be someone there to respond. NICE. Glad to log in here and see 7 PAGES of people having the same exact problem. AWESOME SERVICE, VERIZON.

If one more person says "just click the reset password" link. YEAH, would like to do that if Verizon respected their long time customers by enabling a system that worked even for those that were set up before they made whatever changes there were. Extremely disappointed and frustrated over what should be a very simple matter. Does not give a lot of confidence about them.

bottlecounter

Not really. I have tried that link several times for a sub-account. I end up changing the password for the main account instead.

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