Restore removed user account

Hello, @user_866215 ! Thanks for reaching out through the community forum with your user account and email concerns. You've come to a great place for help! Our Digital Care Team is awesome to work with because we'll always do our best to provide you with all the info you need, and I'd love to set you in the right direction :)

Unfortunately, recovering your sister-in-law's Xfinity email profile after it's been removed from your account can be tricky, but there might be a way. We usually place deleted usernames into a "locked" state for a period (often 90 days) before they're released. Since you're getting the "username is already in use" message, it's likely still in this locked state.

Here's what you should do:

Contact our Customer Security Assurance (CSA) team
This is your best bet. Our Customer Security Assurance team handles issues related to account security and deleted profiles. They may be able to reactivate the user profile and associated email address.

- Phone Number: 1-888-565-4329

- Hours: 6:00 AM to 2:00 AM EST, 7 days a week.

Explain the situation clearly: that you accidentally removed her profile, she was still using the email, and you're unable to add the username back. Provide them with her username (the email address) and any relevant account information.

What to Expect and Why It's Tricky
- "Locked" State: When a user profile is removed, the associated username typically enters a holding period to prevent immediate reuse. This is why you can't just re-add it.

- Email Data: If the profile was only removed a few days ago, there's a higher chance her email data is still intact. However, our policy states that once an email account is closed, the contents are generally not recoverable. We also mention an activity policy: accounts must be accessed at least once every 24 months to remain active. Since she was actively using it, this might work in your favor.

- No New Email Accounts: As of June 2024, Xfinity customers can no longer create new Xfinity Email (comcast.net) accounts. This means you can't simply create a brand new email with the same address, emphasizing the need to recover the existing one.

Important Note: Third-Party Access
While you're working with us, remind your sister-in-law to avoid attempting to log into her Xfinity email directly via the Xfinity website if she's having issues. If she's been using a third-party email client (like Outlook, Gmail, or Apple Mail), that might have continued to work for a short period even after the profile was removed from your Xfinity account, as these clients often hold cached credentials. However, without the underlying Xfinity profile being active, this access will eventually fail.

Good luck! Hopefully, the CSA team can help you recover her email. Please let me know if this helps!