Visitor
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1 Message
Cannot delete phone number from secondary user
I have the same problem as https://forums.xfinity.com/conversations/signin-and-account-management/cannot-delete-mobile-number-from-secondary-accountlost-2fa-from-main-account/63ebe84e65f3ed11c94eb405. I was lured into adding my only phone number to a secondary user on my account, and it removed the phone number from my primary user. When I try to add the phone number to the primary user, it tells me the number is already in user for another user. And when I log on as the secondary user, the system doesn't allow me to delete the phone number from it.
I need my phone number removed from the secondary user and added back to the primary user. Can you make that happen, since I can't?
And for that matter, why can't the same phone number be linked to multiple users within the same account?
XfinityAlfonso
Official Employee
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2.8K Messages
7 hours ago
Hello fhaKFHwkfhK, thanks so much for contributing to our community here via our Xfinity Forums with these account management questions! We have initiated a multifactor authentication (MFA) process to help enhance security on Xfinity accounts. Because of these requirements, we do need to have a unique personal email and cell phone number associated to each Xfinity ID for the account. This helps with account recovery.
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We will do all we can to assist in making these adjustments to your account profiles.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
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XfinityAbby
Official Employee
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1.2K Messages
6 hours ago
Thank you for allowing us to help you get this fixed @fhaKFHwkfhK! We were able to get that phone number listed on the correct profile! If you need any additional assistance in the future please feel free to create a new post. I hope you have a great week!
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