2 Messages
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.
2 Messages
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.
XfinityJamesC
Official Employee
•
2.1K Messages
9 months 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.
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