Hello, @user_cji78b thank you for reaching out over Xfinity Forums. I know how important it is to have access to control your account, and would like to investigate further is you're still experiencing issues with the account not showing active when logging in to the Xfinity App. If the account is still not populating when signed into the Xfinity App, working with customers who have reported similar issues these steps have helped resolve the account not populating:
- Ensuring your logged in with either the primary or manger user role: https://www.xfinity.com/support/articles/primary-and-secondary-accounts - Log out of the Xfinity App> clearing cache/history on device > log back in - Ensure the Xfinity App is on the most recent update (you can uninstall and reinstall the Xfinity App to do this step)
These questions are also helpful:
- Do you experience the same issue when logging into your account online: https://www.xfinity.com/overview ?
- Have you recently moved and transferred service?
XfinityJustinC
Official Employee
•
2.6K Messages
3 hours ago
Hello, @user_cji78b thank you for reaching out over Xfinity Forums. I know how important it is to have access to control your account, and would like to investigate further is you're still experiencing issues with the account not showing active when logging in to the Xfinity App. If the account is still not populating when signed into the Xfinity App, working with customers who have reported similar issues these steps have helped resolve the account not populating:
- Ensuring your logged in with either the primary or manger user role: https://www.xfinity.com/support/articles/primary-and-secondary-accounts
- Log out of the Xfinity App> clearing cache/history on device > log back in
- Ensure the Xfinity App is on the most recent update (you can uninstall and reinstall the Xfinity App to do this step)
These questions are also helpful:
- Do you experience the same issue when logging into your account online: https://www.xfinity.com/overview ?
- Have you recently moved and transferred service?
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