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user_jzyxb4
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3 Messages

09/12/2026 4:37 PM

Unable to remove Manager

Hello, we already reached out about changing the primary user on the account but I am having trouble updating the contact info and remove the manager account. The site is telling me that 'Something unexpected' happened when I try to remove the user?

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2 hours ago

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XfinityJorge

Official Employee

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3.3K Messages

3 hours ago

 

user_jzyxb4 Thanks for using our Forums to contact our Xfinity Support Team. You came to the right place for help, are you doing this trough our app or on our website? We will help get to the bottom of this! 

 

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user_jzyxb4

Visitor

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3 Messages

@XfinityJorge​ Great! I tried it with the app first and now I am trying to do it through the website.

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3 hours ago

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XfinityJorge

Official Employee

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3.3K Messages

Great! Let us know if that works, if not I would suggest trying to clear the cookies/cache. Also, make sure you are logged in with the main user. 

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.
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2 hours ago

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user_jzyxb4

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I gave that a try and now it is telling me "You can't make this change right now". The name was updated on the primary user but the contact info and number are still listed under the previous primary user, is the change still being processed?

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2 hours ago

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XfinityJorge

Official Employee

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3.3K Messages

Gotcha, for us to look into that we will need to transition into a DM since we will be working with account information. Can you send us a DM with your name and address to get started? 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer.tick

Like

Reply

2 hours ago

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