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user_vq8ery
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3 Messages

Saturday, March 28th, 2026 4:16 PM

Diamond Member - Cannot Redeem Peacock - Stuck as Manager

I am the only person on my account but I am listed as a Manager, not Primary. I am getting a 'Primary Only' error for Peacock. Please help me promote my ID to Primary.

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4 hours ago

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XfinityRaul

Official Employee

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2.6K Messages

6 hours ago

Good morning, @user_vq8ery. Thank you for making us aware of this primary user message you're getting when attempting to redeem the Peacock reward via Forums. I would be more than happy to help figure out what that primary username is. Have you by any chance tried going through the forgot username online? If not, please visit this link to help locate that ID https://idm.xfinity.com/myaccount/lookup?execution=e1s1.

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user_vq8ery

Visitor

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3 Messages

5 hours ago

I know what my Primary user name is.  But, I cannot log on to it. I have never used it and do not know the password.  Can you promote my Manager ID to my primary ID? 

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XfinityRaul

Official Employee

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2.6K Messages

@user_vq8ery I can see if the option is available to switch the user roles. You also have the options to reset the password to that primary profile by visiting this link https://idm.xfinity.com/myaccount/reset?execution=e2s1. Please let me know how you'd like to proceed.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 hours ago

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user_vq8ery

Visitor

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The link doesn't prompts me to call a #.  I don't have the option to do that right now.  Is there anything else you can do to help? 

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4 hours ago

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XfinityRaul

Official Employee

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2.6K Messages

I would be more than happy to review your account to see if the option is available on my end, @user_vq8ery. 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.

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

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4 hours ago

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