"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.

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XfinityKei

Official Employee

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2.8K Messages

6 days 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.

(edited)

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CapeCodHome

Visitor

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4 Messages

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.

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6 days ago

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XfinityKei

Official Employee

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2.8K Messages

@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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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CapeCodHome

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4 Messages

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"

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6 days ago

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XfinityKei

Official Employee

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2.8K Messages

@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

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

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6 days ago

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CapeCodHome

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4 Messages

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.

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6 days ago

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U

user_s1wbbc

Visitor

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5 Messages

8 hours ago

Help! I'm having the same issue.

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Sign-In and Account Management

CapeCodHome

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

XfinityKei

CapeCodHome

XfinityKei

CapeCodHome

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

XfinityKei

CapeCodHome

user_s1wbbc

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