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user_c3784a
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10 Messages

Sunday, October 27th, 2024 5:34 PM

Mobile Number is already linked to an active account

Neither the xfinity website nor the phone app allows me to enter my mobile phone number into my account so I can use two factor ID.  The error message on the website says "Mobile Number is already linked to an active account", the app says " This phone number is already associated with another Xfinity account".  

I searched the forum and can't find a applicable resolution .

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10 days ago

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XfinityFrank

Official Employee

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16 days ago

Hi there, @user_c3784a! Thanks for reaching out to us here on the Community Forum! The error message is stating that the mobile number you're trying to use for two-factor authentication is already associated to an XFINITY ID. Do you have any other existing XFINITY ID's that you're aware of that may already be using your mobile number for authentication? 

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user_c3784a

Visitor

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10 Messages

Not that I'm aware of.  

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16 days ago

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XfinityFrank

Official Employee

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1K Messages

@user_c3784a, thanks! You can try to put your mobile number in the lookup tool here : https://idm.xfinity.com/myaccount/lookup, perhaps you used it for a different ID in the past and forgot. If it does bring anything up that you recognize, you would need to remove the mobile number for the other ID in order to use it on the current. Mobile numbers can only be used for one ID at a time. Let me know if this leads to a solution for you. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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16 days ago

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user_c3784a

Visitor

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10 Messages

Progress... found a second account with phone number.  I select the mobile number then "change mobile number" it just gives a warning "something unexpected happened, try refresh".  Refreshed 8 times without getting past this warning.  Thoughts?

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16 days ago

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user_c3784a

Visitor

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10 Messages

Finally got past the warning.  In "update mobile number", if I leave blank will it delete the original number?

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16 days ago

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user_c3784a

Visitor

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10 Messages

How do I delete phone number from second account?

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16 days ago

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