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Vinny6748
1st Topic

Visitor

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1 Message

Monday, March 30th, 2026 3:01 PM

Can't Find My Account [Edited]

This has been my email account for at least 20 years . I cannot imagine that this company cannot find my account .In addition l put in my password and it gets rejected so in create a new one and I’m able to get into my email account after being able to get my emails and get it several additional attempts ND AT ONE POINT IT DON’t accept my password again I change it again accepted and again after serval time I go the same . Now it says Can’t find my account, this is frustrating annoying and disgusting.

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18 hours ago

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XfinityKassie

Official Employee

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2.5K Messages

3 months ago

 

Vinny6748 Good afternoon, and thank you for reaching out to our Xfinity Forums regarding your email access. Not being able to access your account can be frustrating. I'd be delighted to help you get in the right direction for a resolution. Can you please send a Direct Message with your name and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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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user_q63cax

Visitor

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1 Message

3 days ago

I've been dealing with this for over a year now, and I've not had to pay 1 single bill since my account has somehow vanished in their records. I've spoke to customer service on several occasions and they talk to me like I'm making it up. If it wasn't for me trying to change my number, I wouldn't have known. 

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XfinityAldrik

Official Employee

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2.6K Messages

We appreciate you for reaching out to us on our community forums @user_q63cax! I completely understand why this is concerning, especially if you’ve tried to report it multiple times and felt like you weren’t being taken seriously

 

Since this involves account access we’ll need to review your profile, linked Xfinity IDs, service address, and billing history to determine what happened and how to correct it.

 

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

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.
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