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Only user on account, when I go to pay bill online it tells me I am the secondary user and can't pay
I have been paying online the same way, using the same credentials for the past 9 years. When I went to log on to pay my bill, it now told me, Restricted access: I can't do that because I am a secondary user. On the profile/member page it says I am a manager and should be able to pay bills. I am the only user on the account. When I go to the my account look up page for xfinity. It says the xfinity email address I never set up is the primary user. When I try to log in as that user, it says I have to reset the password. But I get caught in an infinite loop of saying I need to reset the password and I try and then it takes me back to the reset password page. I have called customer service and tried to use the chat. But all customer service did was send me a link to this website https://www.xfinity.com/support/articles/primary-and-secondary-accounts which doesn't help when you are the ONLY user on the account. Can someone please help?
XfinityTony
Official Employee
•
1.2K Messages
17 days ago
@user_vycku1
Thank you for your post. If the primary user on your account does not have a backup email address or mobile phone, then you will need to call 1-800-XFINITY and have them transfer you to the Customer Security Assurance team for a password reset. They will have you verify your identity, then help with the reset. Once that is done, you can log in and transfer the primary to the Manager account.
As far as paying the bill, you should absolutely be able to do that as a Manager. Please, send a DM to Xfinity Support with your full name and address, so we can check that out.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging
•Click the "New message" (pencil and paper) icon
•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
•Type your message in the text area near the bottom of the window
•Press Enter to send your message
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