Skip to main content

    Support

    Offers

U
user_wb
1st Topic
1st Reply

Visitor

 • 

3 Messages

Thursday, May 8th, 2025 4:18 AM

Cannot transfer primary role

Hi, 

I have myself and my housemate listed as members in the household.

However, when I try to set my housemate as the primary account holder, it won't let me saying there's a payment pending.

Latest statement has been already paid since we have auto pay set up. I tried disabling auto pay so there isn't a pending payment but it's still doing it.

Could you please help us transfer primary role?

I'm planning on moving out of the address and need to transfer the role.

Question

 • 

Updated 

17 hours ago

6

2

0

XfinityAmandaB

Official Employee

 • 

2.2K Messages

23 hours ago

 

user_wb Thank you so much for stopping in for help with your user roles to help with your roommate taking over managing the account. To make changes to your roles you would need to be the primary user. If you have already made a change and do not currently have a primary user role set, that may be causing the issue. Are you able to change your role back to the primary or is there another profile already set up as the primary? 

As the primary user you can click on the other profile in your account details and under permission change Permissions. You would see Transfer Primary role. 

 

1

0

user_wb

Visitor

 • 

3 Messages

Hi, I am currently the primary user. I'm trying to transfer primary role to my housemate, but the system is not letting me. The error message keeps saying there's a payment pending, but there isnt one pending since we have autopay set up.

(edited)

Like

Reply

22 hours ago

0

user_wb

Visitor

 • 

3 Messages

22 hours ago

Hi, I am currently the primary user. I'm trying to transfer primary role to my housemate, but the system is not letting me. The error message keeps saying there's a payment pending, but there isnt one pending since we have autopay set up.

1

0

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_wb  Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

If you are going to be moving out of the home, changing the Primary role to your housemate, if you were the one who set up the account and are listed as the account holder on the billing statements, will still leave the account in your name, and you would be financially responsible for any billing. You would need to complete a change of ownership to transfer the account completely into your housemate's name. The simplest and quickest way to accomplish this is by having you and your housemate go to your nearest Xfinity Store with your government issued ID. The representatives there can help with completing that request. 

Our team can also submit a request, but you will need to upload documentation and it can take a little longer. Let me know if you would like our team to assist you further with this request. 

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

Like

Reply

17 hours ago

0

forum icon

New to the Community?

Start Here