Visitor
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1 Message
Cannot access primary user account
I am the primary user for my account but it keeps blocking me saying I’m a secondary user. I have the main email and the comcast email and they both say the same thing. How can I change this? I need help
XfinityAirelle
Official Employee
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2.6K Messages
11 days ago
Thanks for reaching out — we get how frustrating that must be, and we’re here to help!
It sounds like there’s a mix-up with the user roles on your account. Even though you’re using the primary email, the system may have it marked as a secondary profile.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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