Community Forum

I can’t access my account details?

Highlighted
New Poster

I can’t access my account details?

Every time I try to pay my bill, it tells me that I am a secondary user. I googled this and when I tried to see my user ID it said the address wasn’t recognized. Basically, I am unable to do anything on my account. The app is also telling me that I am logged in but they cannot access my details.
Highlighted
Official Employee

Re: I can’t access my account details?

Hi @abysl , we are investigating with you via private message. 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: I can’t access my account details?

We were able to fix the issue.

 

The account holder wasn't aware of her primary Xfinity ID, and had the household member's phone number associated. 

 

That household member had a WiFi on Demand Xfinity ID that wasn't tied to the account, so we invited the household member as a "manager" for bill-payment purposes and the identity is now tied to the account.

 

The secondary user's phone number was on his primary's identity, so we removed it from the primary, and added it to the manager/secondary's identity. We then added that phone number to the manager/secondary user.

 

Solved!

 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!