Visitor
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1 Message
Unable to add Personal Email to Primary Account - "You Can't Make This Change Right Now"
For the past two days I have been trying to add a personal email to my primary Xfinity account, in order to setup two-step verification. I was able to successfully add and verify my mobile number, but every time I try to add a personal email I get the error "You can't make this change right now - We need to verify your contact information to keep your account secure. Make sure to add your phone number and email address if you haven't already." I have cleared my internet cache, I have used four different browsers across both my PC and my phone, and I have also tried using the Xfinity App, but I keep getting the same message every time. I would greatly appreciate assistance with being able to get this resolved.
user_3c6e8b
Visitor
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7 Messages
1 day ago
Same exact issue which is also then blocking access to adding any kind of payment method as well.
Edit: Good luck user_36dvv5, I hope you have better outcome. I had to go down to a Xfinity store and in my case all they could do was update my payment method. They do not know how to resolve this "can't make changes right now" problem. I was told to reach out to their customer security assurance team and even doing that is of very little help. They could force add another email address but the actual verification process still continues to fail and is likely going to have to wait around 30 days before phone/email become considered "trusted" before you can actually make changes. So effectively a customer is locked out of their own account for the 30 days and even then if still fails only solution is to call back.
(edited)
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XfinityAngie
Official Employee
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2.8K Messages
59 minutes ago
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