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SalemSilver100
1st Topic

2 Messages

Tuesday, February 4th, 2025 8:30 PM

No primary user on my account

Hi. There is no primary user assigned to my account and it's just me. I want to be able to add users and also manage my plan

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Updated 

7 hours ago

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XfinityJohnG

Official Employee

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1.7K Messages

3 months ago

Thank you for reaching out to us here @SalemSilver100. By default, the account holder is designated as the Primary user. The Primary user can then invite three Secondary user role types to the account: Managers, Members, and Viewers. If you have not set up your Primary ID you can do that at the https://xfinity.com/getstarted site. 

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SalemSilver100

2 Messages

@XfinityJohnG​ Thanks for the help. I am the primary account holder. No one else is on the account. That link takes me to create new ID. I just need to be made primary on my own account.

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3 months ago

0

XfinityAngie

Official Employee

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1.8K Messages

 

SalemSilver100, Let's take a closer look at your account and see if we can get this figured out together. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

user_77f935

Visitor

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2 Messages

I have the same problem. There is no primary user showing on my account and I need to add a secondary email address to my account. 

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2 days ago

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XfinityRichard

Official Employee

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1.8K Messages

Hi there, @user_77f935 I'm very sorry for the trouble you are experiencing, If your primary user isn't showing in the Xfinity app, it's likely because you're logged in as a secondary user or haven't set up your primary user correctly To resolve this, you'll need to either transfer the primary user status to yourself or log in with the actual primary user ID.-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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7 hours ago

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