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Are you unable to login to your Xfinity Home mobile app?

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Official Employee

Are you unable to login to your Xfinity Home mobile app?

We recently modified the login experience across our Xfinity mobile applications.  As a result of this, several people have encountered a problem when attempting to launch the Xfinity Home mobile application.  At this time, we only allow a single user account to use the Xfinity Home mobile and web applications.  This means that if you attempt to login to Xfinity Home with user-id-1, but user-id-2 is tied to your Xfinity Home account, you will be unable to launch and login to the Xfinity Home app.  We are working on changing this behavior to support additional user accounts soon.  Meanwhile, you will need to continue using the single user ID associated with your Xfinity Home account.  You will see a screen like the one shown below when you launch the Xfinity Home app.  If the user ID specified is NOT the appropriate one, you will need to tap the link, "Sign in as someone else" below the Sign In button. Then you will be able specify a new user ID and password.

 

Screenshot_20170505-130446.png




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Please disregard the message below - a corporate firewall issue.

 

I am unable to login to my Xfinity Home android mobile app.  I have Xfinity Home service at two addresses, under two different accounts.  I have a different userid for each account, however, the problem seems similar to that described below.  I am unable to login to either account.

New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I have never been able to log in to my xfinity home with my tablet.  I have tried my username and my email address, neither one works.  I get this error:

 

Authorization Error

Please sign in with the email that you provided at the time xfinity home was installed. [55403]

 

I even tried changing the password and that didn't work either, even though it allowed me to change the password. 

 

I am using a Samsung Tab 3 Android tablet.  Any suggestions?

Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Hi kelliemurray!  I would like to look into your account to see what is causing this problem. send me a private message verifying the first and last name of the account holder, and the street address associated with your services. To send a private message click on my name "ComcastChe", then click private message me. In this private message please verify the Comcast user id you are using to login. 




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I am receiving the same error. I'm able to log on using a browser, but unable to login using the app. I even used my original email that I used when I started using Comcast.
New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I'm unable unable to login to the xfinity home app. I get error # 43401 every time. I was able to use the app up until around 7/7/17. I have reinstalled the app and tried using safari to login. My wife is using the same account and getting the same login error on her phone. I'm able to login to other xfinity apps including the tv streaming app and xFi app.
New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Is there an easy way to recover the UserID used for Xfinity Home. I have been able to log into the app until this morning. My camera was doing qwerky things so I was using the little tablet provided to me by Xfinity. Every since then, I cannot log into the Xfinity Home app on my iPhone (redirects me to sign in screen and says, "We're having some trouble logging you in."

Regular Visitor

Re: Are you unable to login to your Xfinity Home mobile app?

Your solution did not work for me. This has been a never ending issue since we got the home security, between the phone app sporadically not connecting due to "we're having trouble logging you in," to the cameras not functioning while we're away from home, there's truly no words to describe our level of frustration. Techs came out and replaced our 2 month old cameras but we're still having the random, "trouble logging you in," issue. What do you suggest we try now?
New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I'm the only 1 signing on Home Xfinity and still having trouble!!
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Mickey_Scott, I can help with this issue. Please send me a private message by clicking on my name, "ComcastChe" then click private message me.

 

In the body of this message please verify the first and last name of the account holder, and the street address associated with your services.




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Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Hi Gene881. I'd like to look into this for you. Please send me a private message verifying the first and last name of the account holder, and the street address associated with your services. To send a private message click on my name "ComcastChe", then click private message me. 




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Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

KristenAngel, Shoot me a private message by clicking on my name, "ComcastChe" then click private message me.

 

In the body of this message please verify the first and last name of the account holder, and the street address associated with your services. I want to review your account.




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Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

themunns, I know this can be frustrating. I;d like to review your account as well to see what more could be causing this issue. Please send me a private message verifying the first and last name of the account holder, and the street address associated with your services. To send a private message click on my name "ComcastChe", then click private message me. 




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Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Hey dianals1960, please send me a private message verifying the first and last name of the account holder, and the street address associated with your services. To send a private message click on my name "ComcastChe", then click private message me. I will look further into this. 




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I am unable to access Xfinity Home Mobile. Worked after initial install, two days out - not working.
After mobile log in, hangs in connecting screen.
Web log in, brings me to marketing ad screen for Xfinity home purchase.

Possible firmware updates, still waiting on tech escalated visit.
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Jpm4 -- 

 

Thanks for reaching out.  To pull up your account, I need additional information from you.  Can you please send me a private message with the @comcast.net email address or phone number associated with your account? To send a private message, click on "ComcastRachelH" & then private message me.

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

These are the two messages that pop up when I try to log into the app.. it's been the way for over a month.. I travel a lot and I am away from home now and can't get the app to work.. it's very frustration to pay for a service & it not work properly.. I've been in touch with Comcast cares via twitter and there has been no resolution.. please fix this issue!
IMG_0549.PNG
IMG_0550.PNG
Service Expert

Re: Are you unable to login to your Xfinity Home mobile app?

Are you using the primary account user signin?  I have a primary and a secondary and I have to use my primary.




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I'm using the primary & the secondary.. neither works..
Service Expert

Re: Are you unable to login to your Xfinity Home mobile app?

Read this thread; maybe there is an answer there.

 

http://forums.xfinity.com/t5/Xfinity-Home-App/Xfinity-home-app-error-43401/td-p/2542713




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Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

takemeas1am -- 

 

I pulled up your account & updated something on my end.  Can you please try signing in again & let me know if you are successful?  

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

It's finally working.. thank you!
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

takemeas1am -- 

 

Thanks so much for following up.  Glad to have helped resolve this for you!

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Been trying to get his resolved for over a month.. thank you so much!
New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I'm having the same problem I called customer service three times no one can resolve it why is everyone still having a problem getting onto the app ?!?!?
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Pcooknews -- 

 

I pulled up your account & updated something on my end.  Can you please try signing in now?

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Have tried all methods in forum. Used to work great. Still getting:
Authorization Error
Please sign in with the email that you provided at the time xfinity home was installed. [55403]
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Coreyvw -

 

Can you please try signing in now?

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Hello there,

Having this same struggle logging in. Nothing in the forum is working either. If I could get a rep to PM, I'd appreciate it!'

Sean
New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I've been having this login issue for several weeks now. Please help.
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

SRStickler & Nowak19 -- 

 

I have pulled up both of your accounts & believe a recent update we implemented has resolved the issue for both of you.  Can you please reach out if you are still experiencing this issue?

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I am getting the same error message listed on the form when I try to login on the mobile home app
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

tam12 -- 

 

I pulled up your account & see you recently made a payment.  I believe you were getting the errors when there was still a balance due.  I see successful sign in activity from today.  Please let me know if you are still experiencing this issue!

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Hello John,

I am getting the exact error message. I have had Xfinity Home for 2 years with no issues until tonight. I am the primary and I am only using my login as I always have.

IMG_2460.PNG
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

B2braden -- 

 

I pulled up your account & see successful sign in activity since posting.  Are you still experiencing this issue?

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Hi ,

 

I'm having login issue on Xfinity Home mobile app , everytime try opening the app it throws me Authorization Error #43401. I think this started after the new update came on the home seecurity device.

 

Thanks!

Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

VS27 -- 

 

Thanks for reaching out!  I was able to pull up your account & believe you are using an email address to sign in that is not linked to your Xfinity Home account.  Only the primary email address (the email address used at the time of install) can be used to sign into Xfinity Home.  I will private message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

hi,

when I login into my account I use a different one and this is the same email shown in MyAccount- Personal Contact Info.

New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I tried with email you suggested. I works now.

 

Thanks a lot!

Regular Visitor

Re: Are you unable to login to your Xfinity Home mobile app?

I'm getting the 43401 error. I am the only user on this account that uses the app.
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

lfrechette1 -- 

 

Thanks for reaching out.  To pull up your account, I need some more information from you.  I have sent you a private message.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I am still gettting the same message on my home app. Unable to login.
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

B2braden -- 

 

Thanks for reaching out.  I apologize for the frustration this must have caused.  We experienced an issue last night that we believe may have caused this behavior.  We believe this to be resolved now -- can you please let us know if you are still experiencing this issue?

 

Thanks!

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I have been unable to login to the Home app for several months now.  I contacted support about a week ago and they were escalating the issue and was supposed to get response back 48-72 hours later which never happened.  The app keeps telling me to login under email used at setup but that isn't working.  So I tried under my comcast email  which I never used, and it still does not login.  Very frustrating!!!

Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Rikki3715 -- 

 

I pulled up your account and will Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

 

Rachel




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New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

Having the same problem. Still. I can’t easily utilize my alarm system. You’re about to lose a customer.
New Poster

Re: Are you unable to login to your Xfinity Home mobile app?

I have a single sign in Andy log in on the app stopped working today. It tells me to use original email but I am, nothing has changed. Please help, this is frustrating.
Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Jmacharry -- 

 

I pulled up your account & see successful app activity on my end.  Can you please let me know if you are still experiencing this issue?

 

Thanks!

 

Rachel




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Official Employee

Re: Are you unable to login to your Xfinity Home mobile app?

Brgardne -- 

 

I pulled up your account & believe you may be trying to sign in with an email address that is not the primary on the XH account.  I will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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Re: Are you unable to login to your Xfinity Home mobile app?

I am also unable to login to my app. It shows my correct Comcast email, asks for password, it won't take the password. I reset the password, doesn't take the password, error I get:

 

Authorization Error

Please sign in with the email that you provided at the time xfinity home was installed. [55403]

 

I'm the original email on the account (at the time it was installed), I only recently added another account.