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user_i9ai3t
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Tuesday, June 9th, 2026 8:35 PM

cannot transfer purchased videos and my list from my old account to my new one. please help!

I moved and opened a new account at my new address, but my purchased movies and 'my list' did not transfer. Accoding to my account rep said ths could be done, but so far I have had no luck. I can't figure out how to do a direct message even though I am signed in. I have tried multiple times to get this done, but with no success. Time is running out so please tell me how to do this in a way I can actually do it. I'm not that technically capable. Thank you.

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5 days ago

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XfinityAmandaB

Official Employee

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3.2K Messages

10 days ago

 

user_i9ai3t

Thank you so much for reaching out for help with your movie purchases at your old address, not moving over. Since your purchases are connected to your location, they are not stored on your equipment after you move. If you access the Xfinity Stream app and you are using the same login as your old account, you will be able to access your past purchases. 

Have you already checked out the Xfinity Stream app to see if your movies are showing there? 


Please note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user, so we recommend reviewing those guidelines thoroughly. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. 

 

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user_i9ai3t

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That's what I was talking about: an Xfinity tech (like you) had responded to another post about sending him a PM. He gave the instructions, but I couldn't find the icon he referenced to  so I did a public post (the one you answered) asking for how to do that. Needless to say it's too techologically  complicated for me to do and your instructiots were not much help. I didn't appreciate the scolding tone, either. 

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XfinityAbel

Official Employee

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@user_i9ai3t thanks for following up on your post. I'd like to do everything I can to help with retrieving your purchases. Here is an article that covers Xfinity On Demand purchases — Equipment requirements and FAQs it has useful information on accessing and transferring previous purchases. If you still need assistance after reviewing the article please send a direct message including your full name and service address, and we can get started anytime.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

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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.
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