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user_kden5b
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Visitor

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4 Messages

10/15/2026 6:38 PM

Move digital movie purchases from old account & combine with new account.

Hello,

I reactivated new service (at the same address), but in doing so, I've lost all the movies that I purchased on the old account after purchasing movies on my new account.

Can you please combine the digital movies from my old account and add them to my current account? It has been less than 60 days.

I appreciate any feedback you may have.

Thank you.

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33 minutes ago

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XfinityGabriel

Official Employee

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3.6K Messages

3 hours ago

 

Hi! Thanks for reaching out, and welcome back! I can certainly understand the concern with no longer seeing movies you previously purchased after reactivating service at the same address. Let’s take a closer look at the account and see what options are available for getting those previous purchases associated with your current service. One option would be to link the accounts like in this link here. Please let me know if this helps. 

 

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user_kden5b

Visitor

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4 Messages

@XfinityGabriel​ Hello, 

 

I followed the steps, but it already states that the accounts are linked.

 

But my Xfinity Stream app ONLY shows movies from my current account. The movies from the old account are missing.

 

I need to have all my movies combined (from my old and new account) on Xfinity Stream. 

I've searched this topic and it appears that others who've had this issue needed a digital care agent or to send a DM to get this resolved.

What would be the best course of action for this type of issue?

 

(edited)

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3 hours ago

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XfinityDuron

Official Employee

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1.2K Messages

I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start New Conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

 

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

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

I am an Official Xfinity Employee.
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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53 minutes ago

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user_kden5b

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4 Messages

@XfinityDuron​ Thank you. DM sent. 

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33 minutes ago

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