2 Messages
Two accounts under one login doesn't work anymore
When I log in to xfinity.com I see two accounts, My moms and mine. My mom is elderly so I help her with her account. This was never a problem before, Now I can't see my account most of the time. If I select my account one of two things happens, the website still shows my mom's account information when the site loads, her services, etc. or I get stuck in an endless login loop and basically have to kill the browser window. Seems like this feature (one login for multiple accounts) was never tested. I've tried in Chrome and MS Edge, its not a browser issue, the website is just buggy. Please fix or give me a way to create a different login for my account.
XfinityJamesC
Official Employee
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2.1K Messages
2 years ago
Greetings, @user_vf74! 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 with your login, but you have definitely come to the right place for assistance.
If your Xfinity ID is associated with two different accounts, you should be able to switch between them by selecting the "Account" icon in the top-right corner of the screen (blue oval with a head and shoulders), and choosing "Billing" or "Account and Identity". Once that page loads, you can select the "Account" icon again, and there should be an option to "Switch Account". You can find more details about this process here: https://www.xfinity.com/support/articles/switching-between-multiple-accounts.
If you continue to experience issues accessing both accounts through the same Xfinity ID, or if you just want to keep things separate, you can definitely create a different login for any account where you are the "Primary" (each account can have up to seven). You can find more details about how to do this here: https://www.xfinity.com/support/articles/adding-new-user-names-or-email-addresses. If you want the new login to be able to access billing details and make changes on the account, you will need to set the permission level as "Manager". You can also make the new login "Primary", if you like, once it has been created and added to your account.
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sagesb10
Visitor
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1 Message
2 years ago
Literally everyone is having this issue. There are many posts about it and yet Xfinity employees contribute [Edited: "Inflammatory"] responses such as these showing they do not understand the nuances of a basic issue. Clearly OP is reporting a widespread bug with the website and he/she does not want to unlink the accounts, anyone with basic understanding of English should be able to grasp that. It's disgraceful for a company who's whole thing is internet, yet they have maybe the worst UI of any website I've ever used. Do better Xfinity!
(edited)
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