HI! Sorry for the delay. I don't know what kind of account it is - I'm just using the login that I created. I don't know if this matters, but I did have xfinity a lonnng time ago, like 15 years, but when I logged in, it still brought up my old info.  So perhaps that's the issue? If so, how can I clear that out? That was with my first husband and I'm not sure what we used to log in.

My login right now is my gmail address, if that matters. 

@user_0p3nfa your primary login ID can be a Gmail account or any other email address. If you do have a different primary ID, you can try looking it up using this article. https://www.xfinity.com/support/articles/how-to-change-your-username

I did look that up in the interim here and it's definitely my gmail address. It seems to just be an endless loop of me trying to add it, it already being there, but still getting this error. And thank you so much for your response!

You're welcome and thanks for letting us know 👍 Let's take a closer look at your account and the information on file, so we can assist you further. 

Please send our team a direct message with your full name and address. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us:

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