New Poster
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2 Messages
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!
XfinityJonathan
Official Employee
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839 Messages
5 years ago
@wangkaka, can you describe your setup in detail? Are you at two residences (e.g. main home + vacation home) and your email is associated with one and your mobile phone number is associated with the other, and they are separate sign-in credentials?
If that's the case, sign in to the one that's the at the "vacation home" and send an invite to your "main home" at the email or mobile tied to the main home. Complete the verification process, then sign out, and sign back into your main home, and you should be able to see both identities. You can then move the cell phone or email to the one address.
@jimsp42 you should be able to send an invite the email you want as a new user "e.g. jimsp42-temporary", verify, and remove the email from that user, and add it to your identity.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
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nickmason
New Poster
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2 Messages
5 years ago
I am having the same issue as wang. When I signed up I received a confirmation code via text and email. I used the code that was texted to me which was different than the code that was emailed to me. Now when I sign in to my account in the Users section there is no email listed and when I try to add my email it says that there is an email already associated with this account.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
@nickmason can you invite yourself as a user using the email?
https://customer.xfinity.com/users/add-user
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nickmason
New Poster
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2 Messages
5 years ago
That did it! Apparently a roommate I had years ago had my email on his account so when I invited my email it invited his account to be linked to mine. I was then able to remove my email from his account then unlinked his account from mine.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
Awesome, glad you were able to pull the email in!
We're working in the background on trying to get this to be a better experience (verify and rip the email/phone if it's on an old/disconnected account) so this workaround is the best we've got at the moment until that kicks in.
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agoodkind
New Poster
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1 Message
4 years ago
Hi @ComcastJonathan I'm having the exact same issue with my account manager account, would you be able to help?edit: nevermind I got it fixed
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mligon
New Poster
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1 Message
4 years ago
I'm having this same problem. (I think I must have had an old account from 5+ years ago).
We just moved, so I signed up with xfinity with my cell phone and email, and then started getting prompted for an email again and got the already assoaciated message.
I invited the email address, I then created a new password. However, I'm not able to remove the email address from the other account.
Now it seems like I have 2 logins (xfinity ids) - one with my cell phone and one with my email address. I tried to link them with the link button, but I'm not sure what that did. (they still seem like entirely separate logins/xfinity ids to me, and my new cell-phone-login xfinity id still doesn't have an email on it)
EDIT: to be more clear, there should only be one "account" at one service address and ideally, one xfinity id for me that has both my cell phone and email.
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XfinityJonathan
Official Employee
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839 Messages
4 years ago
Try this and see if it solves your issue:
https://www.xfinity.com/support/articles/link-separate-xfinity-accounts-in-my-account
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