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user_pk5mns
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Sunday, April 7th, 2024 7:32 PM

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Unable to access Primary account

We moved last summer from the Seattle are to Illinois where we had to get a new account.  Back when Xfinity made us reset all our passwords for our emails on the old accounts, around the end of 2023, I did that through the Primary User account.  I am trying to access that account/email now and it is forcing the password reset but when I try, it  requires the mobile number of which there is none tied to that account.  I tried putting in the old land line for that account as well as our current landline (both were/are through Xfinity) and get the message that I must work with the Primary Account Holder to them them change it.  "Them" is me, and I have checked all other accounts under that account to see if I had inadvertently changed which held the primary account status but none of them do from what I see.  All are just listed as "Manager" and do not show the other accounts on them under to be able to reset passwords and such.

I need to be able access that account to be able to get some important emails as well as simply have control over it.

Question

 • 

Updated 

1 year ago

499

3

0

XfinityEva

Official Employee

 • 

1.6K Messages

1 year ago

 

user_pk5mns We can certainly help with this concern and make sure you have the correct credentials. 
 
Please send us a direct message with your full name and service address to get started. 
 
To send a direct message: 
 
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

2

0

user_ghjt0o

1 Message

I’m trying to find out what happened to our deal, I was supposed to have 4 phones hooked up and a Apple Watch for$69 per month as well as internet service 

1 year ago

0

XfinityRaul

Official Employee

 • 

1.9K Messages

@user_ghjt0o Good morning, thank you for reaching out today! I do have to apologize though; due to account security reasons we cannot help with this issue over social media. For assistance with this matter, please give us a call at 1 (888) 936-4968 or chat online at https://www.xfinity.com/xfinityassistant/?channel=xMobile and one of our experts will be happy to look into this for you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

XfinityTy

Official Employee

 • 

376 Messages

1 year ago

You're welcome @user_pk5mns! So glad that I could help with getting you to the right team to assist you with your email issue. Just for reference, here is the link for the Security Assurance team that will be assisting you, which just has their number and hours as we discussed: https://internetsecurity.xfinity.com/help/report-abuse. I hope you have an amazing rest of your weekend! :)

2

user_e5f7e7

4 Messages

1 year ago

I am having a similar issue. The system will not let me sign into my comcast email as the primary. How can I get assistance?

2

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XfinityAdrienne

Official Employee

 • 

1.2K Messages

Hey there, @user_e5f7e7! I am sorry to hear you are having troubles signing into your email with the primary email. Do you receive an error when you are attempting to log in? What troubleshooting steps have you completed?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

Again

Expert

 • 

31.4K Messages

@user_e5f7e7​ 

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
 
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

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