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LV2DIVE
1st Topic

Visitor

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1 Message

Thursday, April 21st, 2022 12:23 PM

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Error: "You've exceeded the number of attempts to add a new payment instrument. We are unable to process your request at this time."

When trying to add a new billing payment method (either Credit Card or Checking Account) I get the above error message.

I am not receiving my additional discounts for having my payments come from my bank account.

I wish there was a 800 number that could resolve this quickly, because using the chat for 90 minutes was horrible and did not resolve the issue. Then I was able to get to a human by spamming the zero while on the phone in the automated loop from hell.

I seems it may be easier to cancel my account and open a new one. I feel that this option comes with two benefits; better rates and a quicker response for as a new customer when compared to being a current customer.

Question

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Updated 

3 years ago

2K

6

0

CCOtto

Problem Solver

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497 Messages

3 years ago

Hi, @LV2DIVE

 

I am sorry to hear that you are having issues adding a new payment method! Have you tried on the My Account website and the My Account app also, or just one of them? 

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Satandumpling

Visitor

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2 Messages

3 years ago

I am also suffering from this error!  5 days and 8 phone calls later I still can’t add a credit card to pay my bill.  Waiting 24 hr does not clear it.  Phone system nor app nor computer can not get around it.  Please escalate this problem and get a fix. 

1

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CCAbbie

Problem Solver

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1.4K Messages

@Satandumpling Hello. Thanks for letting us know you are also experiencing the issue with adding a credit card. That would be a really frustrating issue to have! May I ask how you are trying to add the payment method? Are you using the MyAccount app, or logging onto the site, or are you having the issue on both methods? 

I no longer work for Comcast.

3 years ago

0

user_88eacd

Visitor

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1 Message

3 years ago

I'm having this problem as well! I recently switched banks and this issue has made my payment late because I couldn't add my new checking account as a payment method (same issue with credit card). I am using the xfinity website as I don't make use of the app

1

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CCJimmy

Problem Solver

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492 Messages

Hey there @user_88eacd, thanks for reaching out to us! We want to make sure that you're able to add your payment method to your account. If you don't mind, can you try to use the My Account app to see if it will let you add your new checking account?

I no longer work for Comcast.

3 years ago

0

user_e4db66

Visitor

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1 Message

3 years ago

I’m having the same problems as well. It’s saying it can’t retrieve my payment information which is annoying. I can’t add services or remove service or nothing. This happen after I recently paid my bill. Smh. 

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CCLuis

Problem Solver

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493 Messages

Greetings, @user_e4db66. Thank you for bringing this issue to our attention. Are you experiencing this issue on the MyAccount website, MyAccount app, or on both?

 

In regard to adding or removing services, we can assist you with that on here if need be. If there is something you want to change on your account (service-wise), please send our team a direct message with your full name and full address so that we can assist you further. 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

I no longer work for Comcast

3 years ago

0

user_b6c46b

Visitor

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2 Messages

I am unable to setup the auto pay. I get the same message.

"You've exceeded the number of attempts to add a new payment instrument. We are unable to process your request at this time."

3 years ago

0

CCJosh

New Problem Solver

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452 Messages

Thank you for taking the time to reach out about this issue, @user_b6c46b. You can attempt to try a different browser, the application or even incognito mode. Another option would be to wait 24 to 72 hours to see if the services will allow you to add the payment after a locked out period, or we can help look into this with you and check your payment options. 

If you need to, you can send us a Direct Message to get started.

 

To send a direct message you may need to:

 

Click "Sign In"

 

Click the "direct message" icon

 

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

I no longer work for Comcast.

3 years ago

0

user_b6c46b

Visitor

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2 Messages

I have been trying for 3 weeks. Called atleast 4 times. At this point wondering if I need to cancel. Seems like no one knows whats going on.

3 years ago

0

CCJamie

Problem Solver

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322 Messages

@user_b6c46b Sorry to hear that you are still having trouble adding a payment method. We can look into this further with you. Please send a direct message with your name and complete service address and we would be happy to look into this situation with you. 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

I no longer work for Comcast.

3 years ago

0

user_5caea5

Visitor

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1 Message

3 years ago

I'm having this issue too after trying to update my bank account details. I will have to contact support or go to a store to get it sorted out. 

Clearly there is a bug in the system and the tech folks behind the scenes need to take a look to review the case. 

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CCElizabeth

Problem Solver

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908 Messages

Hello @user_5caea5. Thank you for reaching out to our Xfinity Community Forum for answers to this issue. You are in the right place for help. Have you attempted to add the new payment method via https://comca.st/3fS1vks, or via the Xfinity My Account app? 

 

Some troubleshooting steps to try are to clear your brower's cache and cookies, close your browser, then reopen and attempt to log in to the website and try this again.

 

You can also try a different browser.

 

If these steps do not work, we recommend waiting 72 hours, then reattempt to add your banking information.

I no longer work for Comcast.

3 years ago

0

user_a627ae

Visitor

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1 Message

3 years ago

Speaking from experience, the only way to add/update payment methods and/or automatic payment methods after receiving this error message is to go in to a store and have an associate add the payment method for you! WHAT THE INCONVENIENCE!!!

1

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Satandumpling

Visitor

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2 Messages

@user_a627ae​ yep that’s what I finally did

3 years ago

0

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