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Need Help Signing In Solutions

Last Updated: Tue, 29 Apr 2014 > Related Articles

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Summary

Provides troubleshooting steps for when the password or user ID fails on a Cox page.

Solution

If you are a Cox Business customer, see Forgot MyAccount Password for instructions on resetting your password. If you are a Cox Residential customer, follow the instructions below.

To access Cox web properties, a user ID and password must be entered on the appropriate sign-in page.


If the user ID or password fails, use the following troubleshooting chart to resolve problems with the Account Holder user ID

CauseResolution
Non-Cox User ID was used.

Only a Cox-specific user ID can be used to access the Cox home page, Phone Tools, or WebMail.

  • If a Cox-specific user ID has not been created, click No Account? Register now! from the sign-in page.
  • If the Cox User ID has been forgotten, refer to User ID was forgotten below.
Password was entered with incorrect capitalization.

Note: The password is case sensitive. Meaning WizardOfOz is different from WIZARDOFOZ or wizardofoz.
 

  1. Make sure the CapsLock and NumLock keys on the computer keyboard are unlocked, not ON.
  2. Then re-enter your password.
Password was forgotten.
  1. Click the Forgot Password? link on the sign-in page.
  2. Follow the instructions to create a new password.
  3. Sign in with the new password.

    Note: For security, the secret answer must be entered to the secret question when creating a new password online.
Password lock out - Login is locked out.

Note: Five failed login attempts in a row is perceived by the system as a security threat, such as a possible break in. So the system locks out additional login attempts for 30 minutes. This lock out is intended to block unauthorized access to your account. If your login fails five times in a row, follow these steps:
 

  1. Close the Internet browser, wait 30 minutes, and then log in.
  2. If the next attempt to log in still fails, click the Forgot User ID link or the Forgot Password? link and follow the on-line instructions.
     
    Note
    : Cox cannot undo or remove a lock out that is in process.
User ID was entered incorrectly

Make sure to enter the full user ID as created online.

For Cox High Speed Internet customers, the user ID is all of the text and punctuation preceding the @ symbol in the email address.


Example: anyname@cox.net - the user ID is anyname.


Note: The user ID is not case sensitive. Selecting upper or lower case letters cannot make the login fail.

User ID was forgotten.
  1. Click the Forgot User ID link on the sign-in page.
  2. Follow the instructions to lookup your User ID.
  3. Sign in with the your ID.

    Note: For security, the secret answer must be entered to the secret question when requesting the Account Holder user ID.
Secret Answer was forgotten.

If the secret answer has been forgotten, contact Cox Customer Support to either reset the password or obtain the Account Holder user ID.


Note: Remember to access Manage My Profile and reset the Account Holder Secret Question / Secret Answer.


Important: Changing or resetting a Cox.net password may affect the ability to login to a number of other applications. Refer to Applications Affected by Changing Cox Login User ID / Password to review a list of applications that may be affected by changing a Cox.net password.


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