Account Owner

It has both of our names - her as “owner” and me as “manager”. When I log in I only see my information, and when she logs in it has her name as owner and she’s unable to update anything, nor am I. We both already submitted the paperwork to fix this, along with copies of our drivers licenses. I’ve been paying the bills since I moved here, and she lives in a different house and would like to be able to access her own account, and I would like to be able to make changes to my account whenever I need to, since I am the actual owner.

@user_bao30q I appreciate the clarification. From experience, I've seen at times that when the ownership change is done the primary and manager information will need to be updated on the customer side as the team won't have access to change that: https://www.xfinity.com/support/articles/primary-and-secondary-accounts

I'd definitely like to investigate further, as when paperwork/ID info is submitted those are typically tied to a ticket and can see if I have access to that. I'll need to gather some information we don't want here in our public conversation. 

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

To send a direct 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, please add your full name and address

• Press Enter to send it

Can you please send a link to where I can find that? I’m logged into my account but I don’t see anywhere that says “direct message chat”. Or an icon for that. Thanks.

update - I found the chat icon but not the new message (pencil and paper) icon.

@user_bao30q you may need to uncheck "Opt out of Direct Messaging" to get the direct messaging option to work correctly. Please let me know if that was helpful, I'll watch for your reply. 
 

@XfinityJustinC​ I am only able to find the regular chat area, and I’ve already gone through that with no luck. When I pull up the chat on my account, the recent chat is there, so you should be able to see it. As far as all of the documents we submitted, that was in May of 2025 - we went to the store and the customer service representative there took the paperwork and made copies of our drivers licenses and said he would submit everything so I have no idea what happened to that.