U

Visitor

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4 Messages

Wednesday, April 6th, 2022 5:14 PM

Closed

Adding new user to account not accepting primary address

​I've sent out an invitation to add someone to my account as a secondary user. When they try to enter the primary user's address to verify and accept the invitation, they're told the address is incorrect. We've tried to add a bunch of different options, and none are working.​

EG

Expert

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98.2K Messages

1 year ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

Official Employee

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460 Messages

1 year ago

Hi there @user_0c2b5b. Thank you for your comment and for reaching out here on the Xfinity Forums. It's important to us that you're able to add secondary users to your Xfinity account and we can help. If you have not already, can you double check that the address being entered is the same as it appears on the billing statement? We'll want to be sure that it matches. Please let us know if this info helps!

 

Visitor

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4 Messages

@XfinityThomasA​ Thanks for your response! Yes, it seems that the Service Address and Billing Address handle the unit number in a different way. We've utilized both and neither work. It's even somehow different on our Billing Statement. So it seems like neither of them are accepted. Is there a way to update the account so those match? Maybe that will help us get to the bottom of it.

Official Employee

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460 Messages

Thank you for taking these troubleshooting steps and working with us so we can be sure you're able to invite a secondary user to your Xfinity account. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

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460 Messages

1 year ago

Thank you for sharing those details! Okay how it works is that the new user will receive an email or text message invitation to create their account, and they will need to accept their invitation by entering the street address. Can you try it so they enter in just the street address to see if it does the trick? 

Visitor

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4 Messages

1 year ago

We've tried that, too. But let us try again and see! 

Visitor

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4 Messages

Looks like that worked this time. Thanks for the help!

Official Employee

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208 Messages

Happy to hear that worked. Please feel free to reach out if there is anything else we can help with. Thank you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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