Online Billing page will not let me pay

@H0FD0G Hello and good evening. Thanks for adding to the thread. We appreciate it, and are happy you thought of us to assist. We have the best tools, just like the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. It is my favorite as I can check the service health, and also reboot the wifi for dinner time. That ensures the kids come to eat, and that makes me very happy. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. What happens when you try to pay your bill? 

Greetings, @user_uy4ley! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having the same issues with your account, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

@user_uy4ley​  I'm still in limbo 10 days even after contacting via direct chat it wants me to use the AI assistant which can not fix the problem. I figured they would have tech support work on this behind the scenes over the weekend... 

Hi icicles! I'm sorry to read the trouble you have been experiencing with Xfinity online payments and billing. Thank you for sharing your experience with us on our Xfinity Forums! I would love to help out in any way I can. Are you seeing the same nocontact error as the original poster? 

Hello, @user_8pbm4r! Thank you for taking the time to post a comment with your shared concerns. I'm sorry to hear about the trouble you've been having, and I would love to help however I can! Our team is the best at reviewing and resolving concerns as quickly as possible, so you've definitely come to the right place :) May I ask what, if any, troubleshooting you've attempted so far (i.e. clearing your web browser's cache and cookies, trying a different web browser, using incognito mode, etc.)? We value your time and loyalty. I want to make sure we get this addressed in any way possible! Also, I am not seeing reports of a known issue, so I'm very glad you've reached out to let us know about the problem you're running into while trying to make a payment. The more details we receive from customers like you, the more likely we'll be able to locate and fix whatever's causing it!

@XfinitySara​ The same thing is happening to me. The page payments.xfinity.com/new/card redirects to a 2-factor login page (sms or email). I request sms and then input the code which then redirects back to payments.xfinity.com/new/card which again redirects back to the 2-factor login page infinitely.    

@user_w25n0c I am sorry that is happening to you. Have you tried to use incognito mode? https://www.xfinity.com/support/articles/private-browsing

@user_w25n0c​ As an update, I was able to pay by logging in using an incognito window (I previously tried simply logging out and logging back in with a non-incognito window, but that didn't work).

Also, not sure if it has anything to do with things, but when I logged in via the incognito window I didn't bother to checkmark the "keep me logged in" nor the "don't ask again on this device" for the 2-factor auth check.

So I suspect the issue has something to do with a cookie change that Comcast made which is causing the issue.

@user_w25n0c Thank you for that update. I am happy you were able to get logged in and make a payment. 

Greetings, @user_9aey1i! Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this issue. Have you already tried logging in with an incognito browser window to see if it would let you authenticate your account? It sounds like this may be a cache/cookie incompatibility issue with our new security protocols. An incognito browser window bypasses or ignores all previous cookies in your browser history. You can also get the same effect by clearing your browser history, but it usually needs to set for the time range of "All Time." Most browsers will default to only clearing the last 30 days of history, which may not be effective.

Same issue here.  Won't let me pay my bill on time which I have done for decades with this company.  It is looking for a mobile number and I have a landline by choice which can't be corrected on line either since there is no field to show land line only.  Can't even pay the bill on the phone, it keeps sending you back to "update your profile on line."   All they have to do is send the darn code they want you to use via email and the problem is solved but there is no place to request that either.

The system won't let me correct the issue, period.  This is getting ridiculous.  Agent Mia sent me a worthless link, told me to pay on line which as I said the phone prompts kick you back until you update the online profile (which cannot be done with the current options provided there) and promised to call me back early this morning and it has been all day with no response, now almost 7 pm. 

user_v4l95s thank you for using the Community Forums page to reach out to us. I know how handy the option to make online payments is to avoid having to mail in a payment or visit a store location in person. You mentioned using a landline instead of a mobile device, which would definitely be an issue as you are not able to receive the text alert to verify that way. You should also be able to use an email address as an authentication method instead, but you mentioned you are not being allowed to do so. 

@user_v4l95s​  same with me the online portal says "use the 1-800 #" and when you try that it says "go online." It's madness. I even got "verified" by an agent via "direct chat" and that is not good enough... I must talk to the security specialist. [Edited: Language]. this is not a bank or stock brokerage account we are not looking to steal anything.

Same issue now for 5 days. Cannot pay either my phone or Internet through the app. Already deleted cache. This is far from the first time I've had issues. This time it is sending me back to the old My Account app sometimes and then back to the new one. Fix your system! This isn't user error, stop telling people to go through hoops to fix it. Hire tech support who can do the job!

Hi there!, @user_b0px7l  Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are having paying your bill through the Xfinity APP. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon
•   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

Good morning user_fznn85, thank you for reaching out via our Xfinity Community Forums. Have you had a chance to clear the cache and cookies and they try to log back into your account. Doing this tends to clear most error messages.