One time payment is broken.

I'm sorry to hear you are still experiencing issues making a payment @user_8d598f. Our team would be happy to look further into this. To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

This does nothing to answer the question.

When will the payment screen on the app and the website be fixed?

I am sorry for any frustrations @user_8d598f. We are not currently seeing reports of the app being down for a wide number of users. We'd like to troubleshoot your online account issues further as we may need to open a ticket to have our advanced repair team investigate the issue. If you can send us a private chat message, we'd be happy to better assist. 

The app is not "down."

 It will not allow me to continue without checking "store this payment method for future purchases. Terms and conditions apply."

It gives a message in red letters "this payment method must be saved in order to schedule this payment for a future date."

I am not "scheduling for a future date." I am paying the same day.

It did not do this for any of my previous payments over the last 4 years.

please fix it if you want me to pay my bill.

Got it :) Thank you for being detailed in your response. This part of the app is not broken, it's actually working as designed. The system wants to store the payment for future use for ease of access so you don't have to put in your card information each time you visit the page to make a payment. This is not something we ca remove but you do have the option to make the payment, store the card and remove the card with a single click once you have processed your payment. 

Not at all :) The app has a section at the bottom of the page to check a box if you want to store the payment method or not. If you do not wish to store the card you can leave the box blank. 

We are talking in circles.

that checkbox is the problem.

if I do not check that box, I cannot continue. Even if I'm making the payment the same day. Please re-read my comment two before this one.

what you just suggested is what I have been doing for the past 4 years. This month, it doesn't work.

I apologize for the confusion, I was under the assumption that the box was checked and you had no way of unchecking the box. This is not how our system should operate, have you tried removing the app from your device and adding it back? Do you get the same issue when you login online? 

Yes, both the app on my phone and the website on my computer behave the same way.

I am not the user who started this thread, so it is happening to at least two of us...

OK, for troubleshooting purposes are you willing to try processing the payment with the card saved on the account? We can remove it after the payment has been made. Also the payment does not have to be for the full amount, we just want to be sure something is processed to help me with finding a solution for your problem. 

I totally understand, one thing I could try is we can refresh your username to see if that clears up the error. This won't impact anything, it's more like a refresh for the online side of things. If you'd like to move forward with this step please send me a private message with your full name and street address. 

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

OP here - yes, exactly the same problem, I HIGHLY doubt it's account specific. I am using the website, as I have always done, you really don't want me to type what I think of "putting your app on my phone" in a public forum. I'll tell you that I find it incredibly unprofessional and scummy that you run ads on the sign-in page for your website, though...

Dear advertisers: want me to avoid your product/service? Go ahead, buy an ad there... 

I go, as I have always done, to make a payment, with my card, today, not saving the info. Box not checked. When I attempt to make the payment, red text informs me that I have to save the info to make a payment in the future, agreeing to terms and conditions which I have read and found unacceptable. I am not making a payment in the future.

The website is broken, and needs to be fixed. It is, of course, utterly on-point for the fabulously low bar or quality service you fail to clear on a regular basis that the same official replier says on the one hand it's supposed to work that way and then tells us to do what we've specifically told you is broken, then says it must be our accounts, not your website.

I've spent the whole day chatting with "xfinity support". And we got nowhere. Still broken, and nobody can say why. They will "submit feedback on [my] behalf".

@user_8d598f 

"Still broken, and nobody can say why."

Probably because the OE's here don't know why.  If only a handful of people are reporting the problem here, there isn't any way for them to find out what is going on.  That's not saying it's a user problem per se, just that there's not enough information for them to figure out what is going on.  This could be something that will work itself out in a day or two, or maybe more people will report the problem.

In the meantime payment can be made at any store or by calling in.

Darn, we were crossing our fingers the issue would have been fixed by now. We know how frustrating it is to experience this issue. We have taken your feedback and we're hoping you and everyone else that's being affected by this is up and running soon. 

We do have other methods for you to make a payment:

- Call our Customer Service line 1-800-934-6489, you can speak with a representative or process the payment through our IVR system.

- You can make a payment at a service center near you (you can use the following link to find the store near you) https://comca.st/3aYAkyS

Rather than "crossing your fingers" how about getting someone to actually fix the problem?

@user_31ec55

We truly apologize for any inconvenience it has caused for the trouble you have had with this payment method, specifically with saved card information. We promote self-service options to make managing your account easier and we want all your features to work the way that matters most to you. We do have an incident team who monitors for issues like this and works on the backend to resolve them.

In the meantime, please consider one of the other payment methods suggested. You could call us at 1-800-934-6489 and make a payment through the automated system. You can also process a payment in any Xfintiy location or by mailing a check. Additionally, you can enter your card information and can then remove it so it is not stored through the app or website.

We are truly sorry for the inconvenience this error has caused and assure you that our team is working on a resolution for this. I don't blame you for not wanting to drive to a service center that is 50 miles away, you can still call and make a payment through the automated service.