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user_bbe885
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1st Reply

4 Messages

Tuesday, July 25th, 2023 1:32 AM

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Cannot access billing

I cannot access billing information and I need to update payment details. I cannot access in the Xfinity App either.

Question

 • 

Updated 

2 years ago

187

2

0

CC_Tony

Retired Employee

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1.4K Messages

2 years ago

Hi, @user_bbe885, can you tell me more about what is going on? Are you having problems with your Xfinity ID and password, or is the website/app not loading?

1

0

user_bbe885

4 Messages

@XfinityTony​ I click on Billing and nothing happens. It may be that my role is not set up correctly the bottom of the page shows below text. But there are no other users on my account.

Some features are hidden from this page based on your permissions.
Your user role is : { {role}}
To access, please either sign in as the primary user or speak up with the primary account holder about changing your permission. Learn more about user roles.
Sign In as Primary User

2 years ago

0

CC_Tony

Retired Employee

 • 

1.4K Messages

2 years ago

Thank you for letting me know. Can you try looking under "Users" and confirming that there aren't any other registered Xfinity ID's? Sometimes, they get transferred from a previous address, or get created for guests. 

Also, can you try clearing any cached website data and cookies related to Xfinity before trying again? For the app, try deleting it from your device's storage settings and redownloading it. 

2

0

user_bbe885

4 Messages

@XfinityTony​

I click on Account and Security and get the below. My Account Number and Xfinity Mobile Account Number are below that.

Account and identity

Your Information
EE placeholder to Enter Links and Reward Tiers
Account Details

test user

1000 comcast rd

philadelphia, PA 19123

2 years ago

0

CC_Tony

Retired Employee

 • 

1.4K Messages

Alright, that's super weird. Let's take a look at this further. Please, use the Direct Messaging icon in the upper-right (next to the bell) to compose a new message to "Xfinity Support" with your name and address.

 

To send a direct message:

 

 

Click "Sign In" if necessary

 

Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

 

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

 

- An "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

2 years ago

0

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