Visitor
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4 Messages
"You can't make this change right now. We need to verify your contact information" error
I'm trying to change the password and add a authorized 2nd user to the account and keep getting the same error. "You can't make this change right now. We need to verify your contact information" Previously, the phone and email were both verified successfully. Further the email account for comcast has the incorrect name and has my granddaughter instead of me. I can't get a real person to help.
I've already tried a mac/pc/iphone app and websites, 2 browsers, and all have some error.
How to I get these 3 issues resolved.
1) Change Password
2) Add Authorized 2nd account manager/admin
3) Update old (comcast) email name or delete it since its not my name.
XfinityKei
Official Employee
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2.8K Messages
5 hours ago
@CapeCodHome Our team is here to help.
First we need to determine whose email address the primary user is attached to you can use this link to locate the email address http://xfinity.com/getstarted
If it's your granddaughter you will need to log into her account and from there create a username for yourself and make that the primary. You can use this link to create a username http://xfinity.com/username
Once you create a username and password for yourself, you can go in and change her user role to manager. https://www.xfinity.com/support/articles/primary-and-secondary-accounts
You can follow the steps in this link to reset the passwords http://www.xfinity.com/password
Please let us know if you require more help.
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