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user_p7dvd2
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3 Messages

Sunday, January 19th, 2025 8:01 PM

Cannot access email

Previous to paying me xfinity bill, I was able to access my email.  However, after having paid the bill, whenever I click onto the link or /icon, it takes me to an old email account, one I haven't used in years.  The email address is the same as my xfinity ID.  When I went to the AI assistant for advice on how to change the xfinity ID to my email address, all it would give me is advice on how to change my password.

Any advice is most appreciated.  Thank you!

  

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Updated 

3 months ago

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EG

Expert

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109.9K Messages

3 months ago

Concern moved here to the E-mail help section.

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user_p7dvd2

3 Messages

I haven't received a reply yet.

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3 months ago

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XfinityKei

Official Employee

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1.4K Messages

3 months ago

@user_p7dvd2  Hello and good afternoon. Thanks for reaching out to our team about your email accounts. Our team can help! 

Just to confirm are you seeing two accounts when you log in or just the old email account?

If you're seeing multiple accounts I have a link that goes into how to unlink them, so you're just seeing your current account. 

https://www.xfinity.com/support/articles/switching-between-multiple-accounts

 

Does this happen when you don't use any saved links? 

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user_p7dvd2

3 Messages

At one point there were 5 names listed on the account.  When I was using the Xfinity assistant I was told to find the name that corresponded to the email address that I was trying to access and to click on that to make it the primary user.  I was told it would take about 30 minutes to "take effect" in the system.  Well, I did that, there is only 1 account showing, but when I click on the link/icon, I'm still taken to the old email address., which corresponds to my Xfinity user ID.  

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3 months ago

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XfinityShawn

Official Employee

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1.4K Messages

 

user_p7dvd2 We can look closer on our end to see if anything can be done. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

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3 months ago

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