Apple Pay not working

@XfinityAaron​ Check your sentences before you post - your first one it doesn't make any sense.  I'm assuming you understood I was having a problem paying with Apple Pay.  As to your sadness about it, well, I can't help you with that. That empathy is disingenuous at best.

As I wrote in the first sentence of my original post "(Apple Pay) Used to work, now it doesn't, on the same Mac, using Safari."  So in answer to your question on how I was trying to pay the bill, that means I would be trying to pay on my Apple computer, through the default bowser (Safari).

I noticed you (Xfinity) has changed the account website since the last time I made a payment, and am assuming this is a bug. See attached screenshot of the error I get when I try to pay via Apple Pay.  I have tried this multiple times, all with the same error.

Hi @new_user_23. Thank you for the information! We apologize for the typo and are truly sorry to hear we have left you feeling this way! This is not the experience we want you to have! 

As it turns out, we are not able to help with payment information, and recommend reaching out to one of our experts at 1-800-Xfinity for further assistance. Thank you for your understanding. 

Hey there, Thanks for reaching out through Xfinity Forums! I apologize for the issues with Apple Pay. Here is a link on all the ways to make a payment on your account, https://www.xfinity.com/support/articles/pay-your-bill-echat. Also, if you are having any additional issues with the Xfinity website we would be happy to help you with troubleshooting. 

I don't need help, I would just like it to work, smoothly.  Here's another example.  I login to xfinitiy.com, and I'm prompted to enter the code texted to me for verification.  I enter the code and click the option to save this setting for this browser.  Won't have to do the code verify anymore, right? I'm now logged in.  I choose to go to Billing - now I have to login again with my password and do the code verification again! Why?  And why keep asking me to do another two factor authentication, again? It does this every time.  

I don't need a nicey-nice answer, just funnel it up to the website developers or IT to get fixed. It's 2023, c'mon.

Also, Apple Pay still not working. 

Thanks for the feedback. I can definitely submit feedback regarding the issue with the verification. Please let us know if you need help with anything else.

@XfinityJeniece​ 

This is an example of the same unhelpful “support” I received several times when reporting this bug.

Instead of actually helping, reporting the bug to engineering, etc., they just misdirect, send irrelevant links like this.

Did I say I don’t know how to pay? No. I said the the payment page PRODUCES AN ERROR when I attempt to pay using the same method I had used successfully every month before Jan 1!

I'm sorry to hear that you are running into this error and would love to look into this further. Please send us a DM with your full name and address to Xfinity Support to get started. 

To send a direct message: 

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside a detailed summary of your request/question. 

@GodspeedYouBlackEmperor Thank you for sharing your expiernece, and I am sorry for the frustration you have had. The following link will help you pay your current bill using your Apple Pay but at this time you can not use Apple Pay as an auto payment option. https://www.xfinity.com/support/articles/apple-pay-comcast-bill

omg, they still keep sending links to support articles on how to pay via Apple Pay...  this reminds me of the movie Brazil.

@ariannarob Thanks for reaching out via our Xfinity Forums. Apple pay can be used to pay your Xfinity Bill but you can not schedule a payment so this mean you can not use it for auto pay. If you use Apple Pay today it will not charge your twice for doing it manually. Please review this document and let me know if you  have any questions.            https://www.xfinity.com/support/articles/apple-pay-comcast-bill I would also be happy to review your account with you if you have any questions or concerns about your billing. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

@XfinityChristy​ This is incorrect. Apple Pay has stopped working. It doesn't work even with Auto Pay disabled. Please stop deflecting this issue by sending customers useless non-support articles. Just advise us when your payment system will work again.

@XfinityChristy​ Thanks for your reply--I will also confirm that this is incorrect information.  I can't make a single payment NOR set up auto pay via Apple Pay.  It gives me the same error message no matter what I try. It 100% worked in the very recent past, but recently stopped working and won't work with Apple Pay anymore. 

I'm not sure how much power you have to escalate, but I assure you this is certainly a problem on Xfinity's end, and is not a result of user error, as everyone here is trying to convey to you.

Thank you for that update, @ariannarob. Just to clarify, do you have a credit card or bank account set up with your Apple Wallet? This could be causing the issue if one is not listed when setting up the feature. 

@XfinityJoshD​ Of course. It works with everything else, used to work with Xfinity, and now it doesn't.  Everyone else here is saying this as well.

@user_msgeekology

1. please clear your cache and cookies, make sure no auto pay is set up and go to Go to https://customer.xfinity.com/#/billing/paymentin the Safari web browser using an Apple Pay compatible device. Sign in to your account using your Xfinity ID and password.
2. On the bill pay page, choose your payment amount from either the full current balance due or another amount. (Note:You can't schedule a payment in advance using Apple Pay, so make sure to pick today’s date as the Payment Date.)

@XfinityOrlandoM​ You guys just aren't listening. This is not an issue with any one user, it's an issue with your Apple Pay implementation as a whole. Stop putting the burden on your customers to go through a wild goose chase with support, as it won't solve a technical issue that exists on your end.  Please escalate this to your development team, or find someone who can.

@XfinityOrlandoM​ This is not viable. You get the same error message regardless of how you approach it.

@ariannarob​ literally just got off an hour long chat. I was transferred through 5 different agents and gave up on the 6th transfer. 

No one will acknowledge there is a problem. I did call Apple just to verify it wasn’t on their end, and they did verify that if their is a problem, it certainly isn’t on their end.

@user_71e299​ you just gave them the script they won't use, which is kinda laughable at this point.  Being the OP to this thread I had no idea it was going to get this silly.  It is truly mind boggling that someone - [Edited: "Language"], anyone - at Comcast doesn't know this is an issue that needs to be fixed.  But then, they have us right where they want us - we need the service in order to live these days, and who cares if Apple Pay works or not, right?  This is why at some point Congress was trying to get internet service as part of the telecommunications act (?), in order to regulate it like phone service. (I don't have that exactly right, someone can tell me what that bill/law proposal was) Lobbyists and money changing hands has of course ended that.  And then you see headlines like this in the Washington Post:  "Congress probes telecom giants’ tactics in U.S. internet aid program - The inquiry follows a Washington Post investigation that revealed price hikes, speed cuts, fraud risks and other trouble surrounding a pandemic-era attempt to close the digital divide"  I'd post a link to that story, but it's behind a pay-wall, of course.  Of course there are other services, but we all know they're just as bad.  You pick your evil, and just deal with it I guess.  'Merica.

Thanks for all the laughs everyone - this has been an epic show of corporate stupidity.  Almost Friday anyway, cocktails are calling... stay well everyone.

@wennefer​ I confirm this works. It also confirms, there is a problem with the new app. I was able to pay via Apple Pay flawlessly with the old My Xfinity App. 

@wennefer​ thanks, just tried and success. Hilarious it says this app is going away. 

@wennefer​ The My Account app doesn’t work for me either—I’ve tried everything.

@wennefer​ ok I can confirm that making a normal payment works, but autopay does not (because it opens a modal to the main site for some reason) via the My Account app. Why it does this is beyond me, seems very unnecessary. I still need a way of setting up autopay with Apple Pay.

@user_91c24a  You can reach out to us here over a DM to discuss your account in more detail. If there is an ongoing issue, the phone teams have the same access as we do when it comes to your Xfinity account. If you would like us to look together t this please send a DM and we would be happy to help. 

@user_381a20​ rest assured it won’t be anyone that assists with these forums. They will not address the issue at all. 

OP to this thread here...

Guess what started working again?  Yup, Apple Pay.  Just made a payment on the site. @user_381a20, I think someone told the devops team to look at this thread...

Only took them 3-1/2 weeks.  And do you think someone at Xfinity could have updated this thread?  Unbelievable.

@user_5f64b8​ and just to be clear, I know how to make a payment. I just wish xfinity would fix their system.