Sunday, June 23rd, 2024 5:21 AM

Orphaned Account

I'm getting an error "orphaned user" when I try to sign in. I can't chat with support because after signing in I'm immediately signed back out. My account has been migrated which is likely the issue.

Official Employee


1.4K Messages

23 days ago

Greetings, @user_hx9xdw! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues signing in to your account, but you have definitely come to the right place for assistance.


This sort of error usually occurs when you have an Xfinity ID that is not linked to a service account. If you have a new or different Xfinity ID associated with your active account, you can log in to that profile and send an invitation to your orphaned Xfinity ID. That will allow you to link it back to the active account. You can find more details about how to do this here: https://www.xfinity.com/support/articles/primary-and-secondary-accounts


If your active account does not have any users or Xfinity IDs associated with it yet, you will need to go to https://xfinity.com/getstarted and create one. You should be able to use the credentials from the orphaned user profile to link that Xfinity ID to your new account.

2 Messages

@XfinityJamesC​ Hey thank you for getting back to me! I don't have a secondary account. I think my Xfinity ID is in a weird state of being semi active? If I log in, I get an endless spinner when I go to the settings page, and my network tab in my devtools says that I'm getting a 403 with "orphaned user" as the response.

I went through the gettingstarted steps where I put in my email, password, and phone number, and at the end I run into this error (I'd attach a screenshot but I don't see the option to do that here).

>> This information doesn't match our records

>> Try again or contact us and one of our agents will be happy to help you.

>> [Try Again]

Trying again doesn't work.

Official Employee


1.3K Messages


That error normally means you are using an email or phone number already on another account that is either active or old and closed out. You may want to speak to our CSA team that can assist you with getting it fixed for you at 

(888) 565-4329. They would be able to locate where it is currently and assist you with getting it attached to your current account. 


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