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user_ove481
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4 Messages

Friday, May 29th, 2026 5:10 AM

Payment

Hello i been tryin to make a payment online but tells me to make payment in store plz help me get this fixed

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2 months ago

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XfinityPaula

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2.2K Messages

2 months ago

 

user_ove481 Good morning! Thank you for trying to make a payment, I'm sorry that the system is not allowing an online payment for us. I know how convenient it is to make payments online. I love not needing to visit a store every month or to mail a check. I want to get this access back for you. 
I have seen this happen to some accounts when frequent smaller payments are applied to the account as well as if a payment from a specific source like a credit card has been denied. Situations like this cause our system to lock out online payments for suspected security or fraud issues. Has either of those events happened on your account? 

 

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user_ove481

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4 Messages

Yes I accidentally tried makin a payment with my checking account tht had no money in it then locked me out from makin payments online 

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2 months ago

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XfinityPaula

Official Employee

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2.2K Messages

 

user_ove481 Aw, I'm sorry about that. It's happened to me before as well. Are you trying to make the payment again with the checking account or another method? It seems like the system should only lock the payment method that was returned, but still allow other payment options. Sadly these payment restrictions are in place for 180 days. After that time frame you will be able to use that payment method again. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_ove481

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4 Messages

No im tryin to make the payment with my debit card but keep gettin error sayin make payment in a store

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2 months ago

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XfinityOrlandoM

Official Employee

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3.6K Messages

@user_ove481

Thanks for clarifying, generally you'll get those errors if there was an issue with the payment method on file. So if the only option it's giving you to make a payment is going to the local Xfinity store, that means your account has been blocked from making online payments.

 

To remove the block, you would need to make on time payments for 6 months.

 

You can reach out to our customer security assurance team to see if the block can be removed.

 

They can be reached at 1-888-565-4329

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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2 months ago

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user_ove481

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4 Messages

Ty ill call the number

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2 months ago

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