Use of Xfinity Mobile App

[Chengat]

Based on many chat sessions with Xfinity Mobile Support, I was under the impression that the primary account holder (me) and the three additional users of the 3 lines I added for mom, dad and wife are all able to use the Xfinity Mobile App.

Under the advice of XM support, I "added users" with Viewer level privileges.

But when I had wife, mom, dad try to sign on with the newly created credentials, the system gave them a message indicating that primary account holder is the only one that can sign on.

Just trying to find out if in fact only primary account holder can use the XM app.

Anyone gone through this?

[ComcastChrisL]

Hello Chengat,

Thanks for taking the time to contribute to the forum and my apologies for the delayed response. Know that you can always reach out to a Comcast forum agent by simply clicking on their name, and from the profile page, click on the blue ‘send a message’ button (For the community at large, when the blue message button does not appear on the profile page, that means you have yet to post a comment to the forum).

Regarding your question about the XM app, currently, only primary account credentials are allowed access.  Rest assured that we are continually expanding the resources available to our customers.  Allowing secondary users access to the Xfinity mobile app with their own credentials could be available in the near future, given that the feature is already available for the My Account app for residential services.  

It is still possible to change the primary account user on the Xfinity Mobile side account, but requires that the change take place for the residential side of the account as well. For reference, I’ve added the following link for that provides an overview of the process -

https://www.xfinity.com/mobile/support/article/change-primary-account-holder

Hope this helps, let me know if you have any other questions.

Chris

[Kisen]

Thank you very much! I did not know "send a message’ button" only appears after leaving a comment.