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user_99yb54
1st Topic

Visitor

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3 Messages

Wednesday, May 21st, 2025 6:31 PM

Cannot get to bill pay

I have updated my contact information and it shows that both the phone number and email are verified. Trying to get into bill pay, I get an error that I must update my contact information. I have closed and reopened the app and webpage, cleared the cookies, used different browsers, tried to connect with an actual person and gone circles with Xfinity Assistant and the phone system. I have tried to pay by phone and Quick Pay (likely the payment was declined due to the phone number I was calling from not being associated with the account even though it shows as verified).  I would just like to pay my bill. The steps needed to access bill pay on my end have been completed and verified. This is on Xfinity's end. 

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Updated 

1 day ago

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XfinityJosephA

Official Employee

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1.7K Messages

1 day ago

Hello, @user_99yb54 our team will do all we can to help. We may need to confirm that the username you're signing in with is associated with the account. Do you see the exact same issue when using the Xfinity app and signing into our website? 

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user_99yb54

Visitor

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3 Messages

Yes, the issue exists on the app and website using the primary email associated with the account. 

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1 day ago

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XfinityRaul

Official Employee

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1.9K Messages

@user_99yb54 Thank you for confirming this problem is also happening on the app. You may process your payment via the phone by dialing this number while we get your profile fixed 1-800-XFINITY (1-800-934-6489). Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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user_99yb54

Visitor

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3 Messages

Unless something has changed in your systems to allow me to pay by phone or Quick Pay, I have tried that multiple times with multiple payment types and it does not work. Assuming my problem is similar to others I've seen posted it is likely because the phone number associated with the account shows verified on my end but there is a problem on yours. Xfinity's system will not allow me to pay my bill.

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1 day ago

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XfinityThomasA

Official Employee

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2.4K Messages

user_99yb54

Our team is here to help. To pay your Xfinity bill, you have several options: online, through the Xfinity app, by phone, or in person. You can also mail a check or money order. There are many convenient ways to pay your Xfinity bill. Regardless of the status of the services at your address, you can sign in to your Xfinity account to view and pay your bill online. If you're unable to log in you can recover your account by locating your Xfinity ID and password. 

If needed, customers can also update the phone number and/or email on their Xfinity account. This can be done via online at My Account or the Xfinity app. 

To update your information:
Sign in: Go to Xfinity.com and sign in with your Xfinity ID and password.
Access Account Settings: Navigate to the account settings or profile section.
Update Information: Find the option to update your contact information, enter your new phone number or email address, and save the changes. 

Alternatively, you can use the Xfinity app:
Sign in: Sign in to the Xfinity app with your Xfinity ID and password. 
Navigate to Account Information: Go to the account information section. 
Update Information: Find the option to update your contact information and enter your new phone number or email address. 
Save Changes: Make sure to save the changes to ensure your new information is updated. 
Note: It may take 24-48 hours for the changes to be effective. 

Other ways to pay

  • Say “Pay my bill” into your Xfinity Voice Remote to open your account and pay on Xfinity X1.
  • Call us at 1-800-xfinity and follow the automated prompts to pay using an American Express, Discover, Mastercard or Visa credit or debit card or an ACH transfer from a valid savings or checking account with a U.S. bank.
  • Mail us a check drawn on a valid U.S. bank account or a cashier’s check issued by a valid U.S. bank.
    • Please use the insert included in your Xfinity bill. Never mail cash.
  • Visit an Xfinity Retail Store to pay using one of our Xfinity Self-Service Kiosks, which accept the payment methods listed above, plus cash and traveler’s checks.
  • Visit a Western Union Quick Collect location to pay by money order.

These are the only payment methods we accept. We don’t accept any other payment methods.

If your account is active, you can confirm your payment has gone through successfully by opting to receive a payment confirmation alert in your account, regardless of which payment option you used.

For our payment terms of service, visit Payment Terms & Conditions.



- XfinityThomasA

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

1 day ago

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