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User Roles – Ordering Products and Services
Summary
We’re simplifying account user roles and the features each role can access. This will make it easier for primary users to decide who they want to share account access and capabilities with, including who can pay the bill, add or cancel Xfinity services or access Xfinity apps.
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Overview
What You Can Do
Internal Notes
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Overview
We’re simplifying account user roles and the features each role can access. This will make it easier for primary users to decide who they want to share account access and capabilities with, including who can pay the bill, add or cancel services or access apps.

Account access will vary depending on the role assigned. To order new services or make changes to existing package, you may need to have a certain user role.

Learn about the different user roles and their ordering capabilities.

For more on how user roles impact other aspects of your account and service, see User Roles for:

Account Actions and Profiles
Appointments
Billing
Device Actions
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What You Can Do
There are differences between what order actions the Primary user can take and what those in secondary roles (Manager, Member, Viewer) can take. See the chart below for details:


User Roles
Order Action Primary (Account Holder) Manager (Authorized User) Member Viewer
View personalized offers and deals X X X X
See channel lineup X X X X
Add to cart X X X X
Select installation services X X

Submit order X X

Accept and agree to a Minimum Term Contract X X

Disconnect account* X X

Upgrade/Downgrade X X

Pay Per View Requests** X X


*For disconnect requests due to bereavement, refer to the Account Change Request process for additional information.

**In order to add/change/remove your Pay Per View PIN or disconnect all services, primary users and managers must chat or call and speak with an agent.

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Internal Notes

User Role
Order Action Primary Manager Member Viewer
Changes of Service – Credit Check not Required X X

Changes of Service – Credit Check Required X


Reconnect after Non-Pay Hard Disconnect X


Pay Per View/VOD
Limit Changes X



Notes:

If the Primary user and Account Holder are not the same person, they have the same permissions.
If the account holder wants to become the Primary user on the account, the existing Primary user can transfer administrative rights to them using My Account.
If the customer is unable to do so, you can use the Users and Preferences (legacy) Toolkit to complete their request.
Employees with service through Xfinity Promoter Experience (XPE) – formerly Courtesy Services – must place orders through the XPE portal.
For more information, see Employee Xfinity Promoter Experience (XPE) Account Handling Policy.
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