deb7354's profile

New Poster

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1 Message

Sat, Dec 26, 2020 8:00 AM

Primary user on account

I am the only user on my Xfinity account (to my knowledge), but somehow I'm set up as a manager rather than primary.  This is very problematic, as I can't login to HBOMax on any device (Showtime App is totally fine).  Since I'm not the primary, I can't see any way to make myself the primary.  Any other options (besides being on hold with customer service for an eternity)?

Responses

BruceW

Gold Problem Solver

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22.6K Messages

7 m ago

Double check your UserIDs on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the UserIDs on your account and an indication of which one is Primary. Be aware that the Primary UserID online doesn't always correspond with a name on your billing statement.

If the ID you are using is not Primary, you'll need to log in with the Primary ID. If you need help with that, or if your ID is Primary but you still don't have access, contact one of their reps at the phone number on your bill or 1-800-Comcast, or use one of the other options on https://www.xfinity.com/support/contact-us/ and have them fix the problem.

 

You may be able to fix the problem yourself using the info at https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HERE-BEFORE-POSTING/m-p/3366881#M34006.

 

Official Employee

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2.5K Messages

7 m ago

Hi there! You would need to become the account holder via our billing system to be considered the primary account holder. This would need to be done in person if your local service center is opened near you at this time. 

 

Did you have any questions about the process? Our team would love to help out. 

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