Visitor
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4 Messages
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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110.3K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityThomasA
Official Employee
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2.3K Messages
3 years 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!
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XfinityThomasA
Official Employee
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2.3K Messages
3 years 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?
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user_0c2b5b
Visitor
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4 Messages
3 years ago
We've tried that, too. But let us try again and see!
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