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stevegii22
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3 Messages

Tuesday, April 1st, 2025 7:23 PM

Account and Identity unable to access

I am unable to access Account and Identity so that I can view the sub email addresses that I have under my main email account. When I click Account and Identity the Xfinity site takes me to settings (customer.xfinity.com/settings) but never loads and the site is in a constant loop (Something unexpected happened).

Please help.

Thanks,

Question

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Updated 

3 days ago

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XfinityLinda

Official Employee

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1.7K Messages

3 days ago

Thanks for meeting us here in our community, @stevegii22. Sorry to hear about the trouble accessing the Account and Identity. We're happy to help. Did you clear cache and cookies before logging into xfinity.com? Have you tried a different browser?

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stevegii22

3 Messages

3 days ago

Hello XfinityLinda,

Thanks for helping!

I have tried multiple browsers on multiple devices (Home PC, Work PC, and Phones). Same issue on all devices. I called Xfinity and reported this issue on my account months ago, but this issue was not resolved. 

(edited)

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XfinityLinda

Official Employee

 • 

1.7K Messages

@stevegii22 Oh, this has been happening for months. Are you logging in with the Primary Xfinity ID on the account?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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stevegii22

3 Messages

Correct, I am logged in to the Primary Xfinity ID. 

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3 days ago

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XfinityRaf

Official Employee

 • 

813 Messages

Thanks for confirming. If you could send our team a direct message with your full name and full address, we can further investigate.
 

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• 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
 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

3 days ago

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