Linking Accounts

I work for a housing community,   we have a bulk account that we use to offer our residents access to comcast services.  

We just opened a new account for one of our units for residents moving in soon.  

I try logging in on the Xfinity app and linking the account by received the message "We don't recognize that address"

I try doing it online.   

Account and identity

Xfinity ID and Security

Manage and link accounts

Link Accounts

Mobile phone number

type in the phone number

type in the security code

verify address

get the message 

We don't recognize that address

Did this twice through the app and twice through the website,  yesterday and today.   

We need to get this resolve before the residents moves in.  

thank you.