BroadbandFan's profile

New Poster

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2 Messages

Mon, Jun 8, 2020 10:00 AM

email address is already associated

I am trying to add my email address onto my Xfinity primary user account. When I try to add the address it says "This email address is already associated with an Xfinity account." I did have a secondary user that referenced that email address. I have deleted the secondary user but I still get the error message.  How can this be fixed?

 

Thanks!

 

Responses

Accepted Solution

ComcastJonathan

Official Employee

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839 Messages

10 m ago

Hey there, can you try inviting that email? Should allow you to link/reclaim the identity and you can then remove the contact point
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Official Employee

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839 Messages

1 y ago

Hey @BroadbandFan (cool username btw).

 

I'm on the Identity product team at HQ, and we're currently in the process of working through solutions that will make this process easier for you as a customer to manage yourself in the future. 

 

Are you able to sign in using your old email as your Xfinity ID, then go into the My Account settings to delete that email associated with that account? If not, feel free to message me and I'll look into it for you.

 

To send a private message, please click my name "ComcastJonathan" then select "Send a Message" on the right side.

 

 

 


@BroadbandFan wrote:

I am trying to add my email address onto my Xfinity primary user account. When I try to add the address it says "This email address is already associated with an Xfinity account." I did have a secondary user that referenced that email address. I have deleted the secondary user but I still get the error message.  How can this be fixed?

 

Thanks!

 


 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Official Employee

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839 Messages

1 y ago

Hi folks,

 

To circle back on the issue, I reached out to BroadbandFan, and it appeared their personal email address was tied to a secondary user (manager role) that was deleted and possibly tied to a disconnected account.

 

We had to take advanced steps to:

  1. Reactivate their manager role to restore
  2. Remove their email from that manager role
  3. Add their email to the correct identity (which he now needs to verify)
  4. Remove their manager role as it's not needed

 

We're working on a product-based fix so customers themselves in the future can add a contact point and if it's already used on an inactive/deleted identity, to reclaim it through verification.

 

Let me know if you have any questions!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

New Poster

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2 Messages

1 y ago

Thanks @ComcastJonathan!  I appreciate your help.  Everything is working well.

Regular Visitor

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1 Message

1 y ago

Just wanted to give a big thanks to @ComcastJonathan taking the time to give me some personalized support for what turns out to be a legacy account issue.  BEST EVER Comcast support!

New Poster

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1 Message

10 m ago

Hi, I am also getting the  "This email address is already associated with an Xfinity account" message. Can you help me out?

Official Employee

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839 Messages

10 m ago

Glad to hear! 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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1 Message

10 m ago

Thanks! All is fixed.

New Poster

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2 Messages

9 m ago

Sorry for reviving this thread, but Im having the same issue. I had my personal email address linked to another account (my mothers). I have since moved out and want to use it for my own. I have gone into her account and deleted the user that was associated to this email but it's still saying it exists. 

Official Employee

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839 Messages

9 m ago

@HalphPint please sign out and sign back in to confirm it's unlinked. You can also do so from your own account when you've signed in to yours from https://customer.xfinity.com/#/settings/account/linked-accounts

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Official Employee

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839 Messages

9 m ago

Ah so you have to remove the email from the identity first prior to deleting the identity. The best thing to do is to go to https://customer.xfinity.com/users/add-user and invite the email where your identity is, and once you've confirmed through the flow, remove the email on the identity, then remove the identity. 

 

 


@HalphPint wrote:

The account is unlinked..I had a tech unlink the account a week or so ago via phone so the accounts are separate, just not letting me use my personal email address. 


 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

New Poster

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2 Messages

9 m ago

The account is unlinked..I had a tech unlink the account a week or so ago via phone so the accounts are separate, just not letting me use my personal email address. 

New Poster

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1 Message

8 m ago

Hi, I have a similar while a bit different problem as they had discribed above.  I had regestered a Xfinity ID with my email address.  However, I setup another Xfinity ID with my cell phone number.  I would like to link my email address to the new Xfinity ID, but it tells me "email address is already associated".  Could  you please help me to solve this problem?

New Poster

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2 Messages

8 m ago

I am also trying to add email address to additional user and I get "This email address is already associated with an Xfinity account" message. I did invite using different email address and verified, but now can't change. I may have used the new email address once before and then deleted. How resolve?

DISREGARD... after 3+ hours trying to figure out the problem. I was able to invite the old email and then was able verify and relink the identity. Don't understand why it had to be so hard to resolve on my own.

 

New Poster

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2 Messages

8 m ago

See my post add-on. Thanks for the reply. I finally figured out how to invite using a different name and the old email address, and then verify and re-link to the old account.

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