REMOVE A USER FROM ACCOUNT

I WANT TO REMOVE A USER FROM MY ACCOUNT, EVERY TIME I DO THIS IT'S BLOCKED AND SAYS REMOVE UPCOMING PAYMENT. I PAID THE BILL TO ZERO, IT'S STILL NOT LETTING ME REMOVE A USER. HOW DO I FIX THIS?

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XfinityJanelle

Official Employee

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2.4K Messages

26 days ago

Hey @ITSNOTMYTV , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your account. I would be more than happy to offer my assistance looking into this further for you. To remove an Xfinity ID follow the steps provided in our support document located https://www.xfinity.com/support/articles/delete-username-from-account.

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user_3i4l31

Visitor

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1 Message

Hi,

I think I am experiencing the same issue, and this is what happens after I select Remove User, log into my account (which is the primary account), and say Yes I’m sure.

It is my account hooked up to auto-pay, and I even unlinked the residence where we lived together, so there should be no payments tied to Emmy’s account. Please help me remove Emmy as a user on my account.

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10 days ago

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XfinityCliff

Official Employee

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691 Messages

Hello @user_3i4l31 and thanks for reaching out on our Xfinity Community forums.

I can see why that would be confusing. The message about a scheduled payment doesn't necessarily mean there is a scheduled payment on your account.

In some cases, a user's Xfinity ID may be associated with another Xfinity account, such as their own active service account. If there is a pending payment, Auto Pay transaction, or other account activity associated with that separate account, the system may prevent the user from being removed until that activity is resolved.

In other words, the restriction may be tied to the user's profile on another linked account rather than anything on your current account. This can happen even when the user you're trying to remove is not the Primary user on your account.

If you'd like for us to take a look at this with you, please send us a Direct Message* with your full name and complete service address, and we can investigate further.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

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

Click Here For an example of how to send us a Direct Message.

(edited)

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