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

Posted by
Official Employee

Message 1 of 49
3,135 Views

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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48 REPLIES
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Message 2 of 49
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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.

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Message 3 of 49
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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?

Posted by
Official Employee

Message 4 of 49
2,847 Views

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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Message 5 of 49
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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.
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Message 6 of 49
2,545 Views
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.
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Message 7 of 49
2,494 Views

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."

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Message 8 of 49
2,489 Views
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?
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Message 9 of 49
2,411 Views
I'm the only 1 signing on Home Xfinity and still having trouble!!
Posted by
Official Employee

Message 10 of 49
2,362 Views

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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Posted by
Official Employee

Message 11 of 49
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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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Posted by
Official Employee

Message 12 of 49
2,358 Views

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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Posted by
Official Employee

Message 13 of 49
2,356 Views

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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Posted by
Official Employee

Message 14 of 49
2,354 Views

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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Message 15 of 49
2,231 Views
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.
Posted by
Official Employee

Message 16 of 49
2,130 Views

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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Message 17 of 49
2,102 Views
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
Posted by
Service Expert

Message 18 of 49
2,097 Views

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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I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
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Message 19 of 49
2,095 Views
I'm using the primary & the secondary.. neither works..
Posted by
Service Expert

Message 20 of 49
2,093 Views

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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Posted by
Official Employee

Message 21 of 49
2,062 Views

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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Message 22 of 49
2,053 Views
It's finally working.. thank you!
Posted by
Official Employee

Message 23 of 49
2,047 Views

takemeas1am -- 

 

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

 

Thanks!

 

Rachel




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Message 24 of 49
2,044 Views
Been trying to get his resolved for over a month.. thank you so much!
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Message 25 of 49
2,034 Views
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 ?!?!?
Posted by
Official Employee

Message 26 of 49
2,017 Views

Pcooknews -- 

 

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

 

Thanks!

 

Rachel




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Message 27 of 49
1,993 Views
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]
Highlighted
Posted by
Official Employee

Message 28 of 49
1,969 Views

Coreyvw -

 

Can you please try signing in now?

 

Thanks!

 

Rachel




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Message 29 of 49
1,925 Views
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
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Message 30 of 49
1,874 Views
I've been having this login issue for several weeks now. Please help.
Posted by
Official Employee

Message 31 of 49
1,768 Views

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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Message 32 of 49
1,625 Views
I am getting the same error message listed on the form when I try to login on the mobile home app
Posted by
Official Employee

Message 33 of 49
1,606 Views

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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Message 34 of 49
1,401 Views
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
Posted by
Official Employee

Message 35 of 49
1,356 Views

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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Message 36 of 49
1,202 Views

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!

Posted by
Official Employee

Message 37 of 49
1,157 Views

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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Message 38 of 49
1,062 Views

hi,

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

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Message 39 of 49
1,055 Views

I tried with email you suggested. I works now.

 

Thanks a lot!

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Message 40 of 49
1,025 Views
I'm getting the 43401 error. I am the only user on this account that uses the app.
Posted by
Official Employee

Message 41 of 49
1,006 Views

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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Message 42 of 49
707 Views
I am still gettting the same message on my home app. Unable to login.
Posted by
Official Employee

Message 43 of 49
670 Views

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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Message 44 of 49
176 Views

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!!!

Posted by
Official Employee

Message 45 of 49
170 Views

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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Message 46 of 49
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Having the same problem. Still. I can’t easily utilize my alarm system. You’re about to lose a customer.
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Message 47 of 49
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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.
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Message 48 of 49
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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

Message 49 of 49
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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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Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
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I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
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I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon