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mikea11
20th Anniversary celebration
Expressive Exchange
Conversation Starter

Contributor

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16 Messages

Monday, November 3rd, 2025

Lost account

Your system doesn't recognize my account.

When I call in, your computer says I live at 724. I wait for it to "look up my account".

It says it can't find my account and asks for an account number or phone number. I enter my phone number, it says the phone number isn't associated with any account.

I I go to the xFinity app, look up my account number. I enter my account number from your app . Your system says it can't find my account number.

Eho's hacked your system? I have never even been asked for this info before!

Question

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Updated 

7 hours ago

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XfinityPeterH

Official Employee

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2.4K Messages

7 hours ago

@mikea11 We are happy to help you locate your account. Please send us a DM with your full name and complete address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

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