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user_ejoy1w
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2 Messages

Thursday, November 6th, 2025 1:46 AM

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Unable to Access Xfinity app due to an old address being my default account and can't switch default account

I can't access the Xfinity app because an old address is my default account.  When I try to switch the default account to my current address, I get the following error, "We were unable to change your default account at this time. Please try again later."

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Updated 

9 months ago

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XfinityJon

Official Employee

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1.6K Messages

9 months ago

Good afternoon user_ejoy1w have you already signed out of the app and logged back in? If so, have you deleted the app, and re-installed it?

 

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user_ejoy1w

Visitor

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2 Messages

Yes. When I login to the app, I get the following message: "Access not Authorized. You signed in successfully, but you must be an Xfinity user to enjoy this service."

I think the issue is that there is no primary user on my account. I'm listed as a user with the Manager role but the primary user is blank. I spoke with a Live Agent through chat on Thursday and they said they were raising a ticket to have me added as the primary user and that it would be resolved within 2 hours but nothing has changed.

9 months ago

0

XfinityBenjaminM

Official Employee

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3.2K Messages

 

user_ejoy1w Let's take a closer look at this for you to see if we can get this fixed. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (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

 

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9 months ago

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