Payment Declined Code: 481 Reason Message: The order has been declined by the Decision ManagerTokenization

Hello,

My auto pay recently failed, so I attempted to make a payment via the web. I was given a generic error stating that the card could not be processed. Then, I attempted another card and received the same error. I attempted to update the card on file, yet received an error in adding the card. I attempted to make a payment via the phone app, this also failed. I ended up calling 1800XFINITY yet they were unable to process the payment. I have reached out to both banks and there are no blocks or reasons they should be unable to pay XFinity. I have attempted the online chats with representatives on 6/21, 6/24, 7/2, 7/3, 7/6 and now 7/7 and yet no one from XFinity is able to accept my payment.

The only descriptive error has been Tokenization request is declined. Code: 481 Reason Message: The order has been declined by the Decision Manager

To which it seems that the problem is from XFinity's end, not my own. Still, there has not been a resolution to my being unable to pay.

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XfinityEricB

Official Employee

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2.5K Messages

2 months ago

user_gv7xol Thanks for reaching out about the payment issue for your account. I would be happy to look into the account to see why all payments are being declined, and help to get it fixed.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

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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

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user_ypc558

Visitor

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2 Messages

@XfinityEricB

Many customers are being faced with this issue. This is an internal xfinity problem that IT needs to resolve. I’m having the same problem for two days now. It is not isolated to the customer! We are all getting the same error codes! Escalate this problem to the appropriate department and stop wasting customers valuable time and energy! It’s apparent that the issue is within xfinity’s billing system. I have contacted my bank and no charges have came through nor have they been rejected by my bank. I have tried 3 different bank cards from 3 different banks and I get the same error codes! Please look into this. It has nothing to do with the customer account itself.

here is the error code:

Tokenization request is declined. Reason Code: 481 Reason Message: The order has been rejected by Decision Manager

(edited)

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12 days ago

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XfinityRoberto

Official Employee

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1.9K Messages

Hi there @user_ypc558. I am sorry to hear that you are having troubles with autopay. Now we do not handle any billing payments here on our team for security reasons. You would need to reach out to our customer service team over the phone at 1800XFINITY.

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