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Friday, April 12th, 2019 3:00 PM

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ANSWERED: How to manage users and permissions on Xfinity accounts?

As an Xfinity customer, you can give others the ability to access your account and take certain actions. Account owners or primary users can decide who has access to an account and what they can do, including things like paying your bill, adding or canceling Xfinity services and accessing Xfinity apps.

You can have up to seven users, including yourself, on an account. By adding a user, you allow them access to your subscriptions, such as Xfinity X1 TV viewing.

Note: Each account user must reside at the premises where the Xfinity services are provided. If you’re trying to link separate Xfinity accounts with existing Xfinity IDs, follow these instructions.

User roles defined

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 are the account holder and are not listed as the Primary user, have the Primary user follow the steps in the Transfer Primary rights section of this article below. This may involve the Primary user inviting you to the account by following the steps in the Add and invite users to your Xfinity account section below.

ROLE PERMISSIONS

  • The Primary user has full administrative access for the Comcast account.
    • By selecting the role they want the invited user to have, they can control what those users are allowed to see and do.
  • Managers are able to do a majority of the features that the Primary user is able to, with the exception of assigning roles, updating an account’s phone number/email address, and transferring any of the account’s functions or administrative rights to another user.
    • Note: Managers do not have access to the Xfinity Mobile website or app functionality, and will need support agent assistance to make any changes on the Xfinity Mobile account. If a credit check is required, only the account holder can authorize it.
  • Members are able to view services, troubleshoot and manage existing appointments, access Xfinity Home, return devices, and access Stream content.
  • Viewers are only able to watch Stream content, view, troubleshoot, or return devices, and manage existing appointments.

Note: Members and Viewers are unable to log in to, make any changes on, or get customer support for Xfinity Mobile accounts.

For a full breakdown of the actions that different user types can make, see the simplified user roles and permissions.

Add and invite users to your Xfinity account

To add a new user, you can invite them by email or text message to create their own Xfinity account.

  1. Sign in to xfinity.com as the Primary user.
  2. Click theAccount icon and then click Account and Identity.
  3. Click Add someone new underneath the list of current users.
    Screenshot of the Add someone new option.

    • Note:If you don’t have other users on the account already, click Invite friends and family.
      Screenshot. Messaging: Invite friends and family with one click.

  4. Select Manager, Member, or Viewer.
    Select manager, member or viewer and see what they'll have access to.

  5. Enter the new user’s first and last name, mobile number, and email. Then click Send.
    Screenshot. Name, address and email fields to send an invite to the new user.

    • Notes:
      • The invitation will be sent to both the email address and mobile number.
      • The new user will only need to verify the invitation through one message.
  6. You'll see a confirmation message.
    The confirmation page has the header Your invite is on its way! This page also has the option to click Done at the bottom of the page, or Invite someone else below the Done button.

  7. The new user will receive an email and text message invitation to create their Xfinity ID. They'll need to accept their invitation by entering the Primary user’s street address.
    The invitation page that new users receive has the header You've been invited to join an Xfinity account. The Get started button is at the bottom of the message.

  8. Once the user accepts the invitation, they'll be prompted to create their Xfinity ID and password. The new user account will be created once the forms are completed.
    • Note: If no action is taken within seven days of the invitation being sent, the Primary user of the account must make a new invitation request.

Change user roles

To change a user's role:

  1. Sign in to xfinity.com as the Primary user.
  2. Scroll to view the users on the account.
  3. Click the user whose role you'd like to change.
    Screenshot of a list of users, including their current roles and the option to Add someone new at the bottom.

  4. Under theManager Permissionssection, clickChange Permissions.
    Screenshot of the Manager Permissions section, with the option to Change Permissions.

  5. Choose the user role you'd like the user to have, then click Continue.
  6. When the role is successfully changed, you'll see a confirmation message.
    Screenshot of the confirmation message, confirming that permissions have been updated and that the listed user now has a new role. A button for Done is below the message.


Note: You can change a user’s voice permissions independent of their user role. On their user page, under the Allow Access to Voice Features section, click the button on the right to toggle the user’s voice permissions to ON or OFF

Transfer Primary rights

Only a Primary user can transfer Primary user functions to a Secondary user, making them the Primary. The original Primary user then becomes a Secondary user and will lose the ability to:

Create and manage Secondary accounts and users.

  • Manage product features.
  • View and pay bills (unless designated as a Manager by the new Primary user).
  • Access online voicemail (if you have Xfinity Voice) until the new Primary user brings back your access.
  • Manage and pay the bill associated with the Xfinity Mobile account (if subscribed).

Notes:

  • Primary rights can only be transferred if a Secondary user has already been invited to the account by following the steps in the Add and invite users to your Xfinity account section above.
  • Only Primary users are eligible to join and manage Xfinity Rewards.
  • Changing the Primary user role doesn't transfer financial responsibility/ownership of the account.

To transfer primary rights, you must:

  1. Sign in to the account and identity page as the Primary user.
  2. Scroll down and click the user to whom you want to transfer Primary role.
  3. Under Member Permissions, click Transfer Primary role.
  4. On the Transfer Your Primary Rights page, click Set Primary to complete the process.
  5. You'll see a confirmation screen.
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​Additional Resources​

​https://www.xfinity.com/support/articles/primary-and-secondary-accounts​

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