Visitor
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1 Message
Multiple account problem
I have set up a separate Xfinity account at another residence, but my xfinity app will not let me see it. I can't see it online either. The service is up and running and I assume bills will be automatically be paid by my credit card, but it would be nice to access statements. But right now it only shows my primary residence. How can I fix this?
CCZachary1
Problem Solver
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672 Messages
2 years ago
@user_3c4913 I understand that you are trying to access your secondary account but when you log into your Xfinity ID profile it is only showing one address. Sounds like you may need to link the new account to your profile. Here are the steps to link your secondary account: https://www.xfinity.com/support/articles/switching-between-multiple-accounts.
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fischershaw
New Poster
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6 Messages
2 years ago
The Mobile App does not appear to have a way to switch between accounts. I have multiple accounts attached to a single login, and it only lets me view the first account that was added to the login. The response from the xfinity person is regarding the web UI, not the App. Even the web UI is fairly hokey switching between accounts, but that is a different matter.
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tatersolid
Visitor
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1 Message
2 years ago
After MANY hours on phone support with someone from Xfinity, we jointly discovered that recent updates to xfinity.com (and the mobile app, which is actually just a shell around the website) completely broke billing for those with multiple accounts (service addresses).
For me this became apparent when auto-pay started failing on my accounts in late March 2023. There was no obvious way to pay the secondary account at all. Even though an "account picker" screen appears when you click on "billing", it would always show billing information from my primary account. This happens using any browser on my Windows machine (I tried the big 3) nor my iPhone in Safari or the app. I cleared all cookies, tried private mode, etc. to no avail.
The workaround seems to be to change your DEFAULT account to the one you wish to pay. You can do this on xfinity.com by clicking on the "account" icon menu, then "account and identity", then "xfinity ID and security", then "manage and link accounts" then choose "make default" on the account you want to do any billing or payments with. Then when you go to billing it will actually allow you to pay that account. It didn't used to work this way, and clearly isn't the indented behavior, as you get a "choose an account" screen when you click on billing. But that account chooser doesn't work at all, at least when it comes to making payments or managing auto-pay.
Please fix this horrible multi-account bug in the xfinity.com website (and mobile app).
(edited)
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fischershaw
New Poster
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6 Messages
2 years ago
Thanks, I should have tried that. Maybe xfinity will fix this someday, along with having to log in multiple times when switching accounts.
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