"Are you the primary account holder?" error

Hello there @carway thank you so much for contacting our Xfinity Support Team over our Forums. You came to the right place for help, and we are sorry for the delay in our response. Have you attempted to use another browser to access the website? 

Yes, I've tried Edge & Chrome (cleared cache on both). I've also tried the mobile app on my phone. Same error on all three.

Got it! 

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• 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

Direct message sent as requested.

For anyone who may run into this problem in the future here's how it was finally fixed for me nearly 2 months after I posted about the problem:

This KNOWN problem stems from having your Xfinity ID linked to multiple accounts (ie, physical addresses). In my case, my ID was the primary on my account and also set as a manager on my mother's Xfinity account. No one could explain why this was an issue or why they allow this since it is an issue.

After Direct Messaging with several techs failed to produce a result, my ticket made its way to a Xfinity Mobile Executive Resolutions representative who got it in front of higher level techs in the Customer Security Assurance (CSA) group.

They sent me instructions on unlinking my account (https://www.xfinity.com/support/articles/switching-between-multiple-accounts) but I couldn't get it to work because I couldn't log in. After bouncing around several CSA techs I finally got to one who escalated the unlinking problem to "The Engineers". They were able to unlink my account from my mother's and now I can log in to my Xfinity Mobile account.

Moral of the story: Don't link the same ID to multiple account. Create a unique ID for the 2nd account.

- Try to unlink yourself following the steps in the link above.

- If it fails use the Direct Message instructions above to start a conversation with Xfinity but right away insist that your ticket be escalated to the CSA team for resolution.

Good luck and let's hope "The Engineers" eventually get their @#$% together and rewrite the horrible programming that caused this problem so many, many years ago.