I have changed the email and I am the primary user.  Her name is now merely the comacast email.  I cannot change that there’s no way to do that and that is not the primary problem.  I am logged in right now as the primary there is no other user.   I cannot do the add user or change password due to the error I said is the main problem.

@CapeCodHome  I have the steps and screenshots that will walk you through changing that email address as well as the contact information 

https://www.xfinity.com/support/articles/update-account-preferences

Were you guys keeping her username and email address? If so you guys will need your own email addresses and contact number listed. List yourself as the primary and her a manager if you want her to have access to the account. I have a link here that explains the user roles and account permission https://www.xfinity.com/support/articles/primary-and-secondary-accounts

Sorry I don't think you understand.  We have logged into the account and primary email is set top what we want.  IT still shows the comcast email we do not want but you cannot delete it there's no option.  But that's not a serious issue or roadblock.

The Key Problem when trying to change PASSWORD or ADD USER to Account is the error,

"You can't make this change right now. We need to verify your contact information" 

@CapeCodHome  Do you have any emails from us asking you to validate your account? It could be in your junk folder. 

Do you have the Xfinity App? You can log in to verify your contact information as well. 

Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

The app and website give same errors.  You cannot make the change right now.  We had to verify all the info to change to the current email and phone number that is in the account.  I DMd you.

@user_s1wbbc

Hi there! We’re sorry you keep getting sent through the same loop. First, please confirm that you are signed in with the Primary Xfinity ID for the account, as the account role can affect which contact details you are able to change.

Please sign out completely, clear the browser’s cache and cookies, and try again using the latest version of Google Chrome or an Incognito window. If you are using the Xfinity app, force-close it, check for updates, and then try making the change through the website instead. Temporarily disabling any VPN or ad blocker may also help.

Are you currently trying this through the Xfinity app or a web browser, and is this a newly created or recently linked account?

Turned off VPN. Used edge browser, cleared all cache and cookies - didn't work. Tried chrome incognito window - didn't work. Tried on the app - after a force close and update check - didn't work.    This is not a newly created account and I am using the primary account.  I click on - enter personal email - and after I enter it - it gives me a message that i can't make the change right now and asks me to go to the contact information...and then back into the loop - enter the contact info and right back to the error screen.

@user_s1wbbc

Thank you for trying all of those steps and providing the detailed results. Since the same loop occurs with the VPN disabled, across multiple browsers, in an Incognito window, and through the updated app while signed in as the Primary user, there is no need to repeat the troubleshooting.

At this point, we will need to review the Xfinity ID, account permissions, and contact-information settings on our side to determine why the change is being blocked. Please send us a [Modmail message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity)

with your full name and service address, so we can help.