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user_j49e36
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2 Messages

Tuesday, March 3rd, 2026 12:39 PM

payment method

Im trying to add a payment method to my account but it will not let me stating I need to verify my phone number. I have already done this last week and doesnt give me the option to do this again. How do I get to allow me to add this or even send customer service an actual message somewhere. 

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11 hours ago

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XfinityEricB

Official Employee

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3.1K Messages

11 hours ago

 

user_j49e36 Thanks for reaching out to us here on our Forums for assistance with updating your payment method to add an additional option. I would be concerned as well if I wasn't able to get billing details updated, and happy to help. When you last updated it with the 2 factor authentication, did you by chance turn it off at that time which is causing the problem? To update payment methods after you log in it would prompt you to verify the number like you stated, and then have a pop up to get a security code. Is it not giving the pop up after stating you need to verify your phone number? This option is also limited to only Primary and Manager profiles to update, so please make sure you use one of them to do the update. We are here to help should you need it further. 

 

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user_j49e36

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I verified my number on Friday, it gave me a pop up security code Friday for this thats when it changed to the 2 factor authentication. Ive not changed that since if automatically changed. Now each time I try to add my payment method its still telling me to verify my phone number but when I go back there is no link there to verify again because its already been done and the 2 factor authentication is still turned on.

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11 hours ago

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XfinityEricB

Official Employee

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3.1K Messages

 

user_j49e36 Sounds like it should be working. Let me take a look into the user ID, and see if I can help. 

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

Click the "Direct Messaging" icon (speech bubble)

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

 

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11 hours ago

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