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myroblytic
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Monday, May 19th, 2025 9:58 PM

Account linking trouble

Hi! I created a second Xfinity account for my apartment internet, separate from my first account for my parent's home internet. I would like to link these two accounts, and went through each of the steps, however I get a "information does not match our records" message from the Xfinity website before I can finish. My phone number is now also locked from receiving 2-factor authentication codes, presumably because I went through this process multiple times.

Appreciate any help. Thanks!

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1 day ago

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XfinityMarcos

Official Employee

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2.4K Messages

1 day ago

Hey there myroblytic, thanks for adding to our community and creating this post in our Forum. That Link feature is pretty clutch, so I get why you want this enabled. Are you by chance the Primary user on both accounts or just one? 

 

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myroblytic

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2 Messages

I'm a Primary user on just one account.

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1 day ago

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XfinityMarcos

Official Employee

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2.4K Messages

 

myroblytic, let's take a closer look at this together. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

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1 day ago

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