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Last Updated: Fri, 19 Oct 2012 > Related Articles
Provides troubleshooting steps for when the password or user ID fails on a Cox page.
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
|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.
|Password was entered with incorrect capitalization.|
Note: The password is case sensitive. Meaning 'WizardOfOz' is different from 'WIZARDOFOZ' or 'wizardofoz'.
|Password was forgotten.|
|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:
|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: firstname.lastname@example.org - 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.|
|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.