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luxuriouscemetery
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2 Messages

Monday, August 12th, 2024 10:27 AM

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Accounts says I’m not the primary

I'm trying to pay my bill it says I’m not the Primary on the account. UserID lookup shows there is no primary, how is this possible?? I'm going to be late paying my bill!

Question

 • 

Updated 

3 months ago

50

2

XfinityEmilyB

Official Employee

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1.9K Messages

8 months ago

@luxuriouscemetery Welcome to our community forum! Thank you for reaching out so we can make sure you have access to your Xfinity account to pay your bill. Have you tried clearing cache and cookies in your browser? Do you run into any errors when you sign into the Xfinity app?

4

0

luxuriouscemetery

2 Messages

Cleared cache and cookies, same error. Checked on the app, same error there as well.

8 months ago

0

XfinityEmilyB

Official Employee

 • 

1.9K Messages

@luxuriouscemetery I appreciate you giving that a try :). Let's investigate this further and see what's going on. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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
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

8 months ago

0

user_mz44jw

1 Message

Same issue as above but I don't have a chat icon in the upper right corner of this page.

3 months ago

0

XfinityDilary

Official Employee

 • 

2.1K Messages

 

Thanks for your comment, user_mz44jw. The DM icon usually appears after you create a public submission.
 
Please keep in mind that, sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. We recommend you create a public post first. This helps other members of the community with similar issues to interact and find the answers they need. Once we have a public post created, we can ask you to send a direct message if needed.
 
You mentioned experiencing a similar issue as above. Are you also getting an error when locating the primary ID? Does it show there's no primary ID linked to your account or is it something else? 

 

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

3 months ago

izygranados

1 Message

8 months ago

Hello, I am also having the same issue where I am not listed as the primary user of my account even when I should be. Clearing my cache and cookies did not help. 

(edited)

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