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Resetting Your Authentication Factors in My Account

Solution

If you should need to update or change any of your authentication factors, you may reset them in the My Account profile. To change one or more factors, you must clear all of your current selections and reset them all.

To reset your authentication factors in your My Account profile, complete the following steps.

1

From the Cox.com homepage, click Sign In My Account.

2

Enter your User ID and Password.
 

Note: If you do not remember your User ID or Password, or experience an issue signing in, see Recover Your Cox User ID or Reset Your Cox Password.

3

From the My Account page, click the arrow on the Account section.
 

Image of My Account, My Profile link

4

From the My Profile page, under Password & Security, click Multifactor Authentication.
 

Image of My Profile window

5

From the Multifactor Authentication window, complete the following steps.

  1. Click Reset.

    Image of Multifactor Authentication Reset Link

  2. The Reset confirmation pop-up window displays advising that all of your current selections will be cleared and need to be reset. Click Submit.

    Image of Reset Confirmation Pop-Up Window

    Result: The Status in Progress window displays.

    Image of Status in Progress window
6

From the Finish Multifactor Enrollment window, you must sign in again to make your multifactor selections. Complete the following steps.

  1. Enter your User ID and Password.
  2. Click Sign In.

Image of Finish Enrollment window

7

From the Set up multifactor authentication window, select one or more verification factors from the following choices and click Set up.

  • SMS - receive the six-digit one-time passcode via text to your mobile phone.
  • Voice Call - receive a call providing you with instructions to authenticate.
  • Email - receive a six-digit one-time passcode sent to your email address.

    Note: The email option may not display for any of the following reasons.
    • An email address is not listed on the account.
    • The email address has not been verified.
    • The email address is a cox.net email.

    Image of Set Up MFA Authentication window
8

Complete the steps outlined in the table below to enter the information for your verification method.

If your chosen method is... Then complete these steps...
SMS - Receive a text to your mobile phone
  1. Enter Phone Number
  2. Click Send Code
  3. Enter the one-time passcode that was provided in the text into the Enter Code field
  4. Click Verify
Voice Call - Receive a phone call with instructions
  1. Enter Phone Number
  2. Click Call Me
  3. Enter the one-time passcode that was provided on the call into the Enter Code field
  4. Click Verify
Email - An email sent to your registered email address
  1. Click Send Code
  2. Enter the one-time passcode that was provided in the email into the Verification Code field
  3. Click Verify


Note: The one-time passcode expires after five minutes.

Result: After entering the verification code, the Multifactor authentication window displays Status: ON and your authentication methods are displayed in the Current selections section.

Image of Multifactor Status ON

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