Trying to update autopay payment information: exceeded number of attempts to update payment

@XfinityMarcos I was already on autopay; I set it up in-store when I started the plan. I was hoping to simply update the payment card, but ran into the technical issues where it initially refused to honor my card, and then when I tried again, it said it had exceeded the number of attempts to update the payment. The card works but I cannot change my payment. Is there some time frame that I need to wait out before updating again or does this need to be resolved in-store? 

@user_916bb6, I am sorry you have not been able to update your card when enabling Auto Pay. I know you want this updated before your bill is due. Is this happening in the Xfinity My Account app and at our website? You should be able to update this anytime. 

It's on the website. I tried again today and it gives the message, "You've exceeded the number of attempts to add a new payment instrument. We are unable to process your request at this time." 

Bill is due on the 10th, and I've tried waiting a few days for the message to time out but that didn't work. I was unable to update payment information for a new debit card or even just to add my bank account information. I just want to update the autopay, it shouldn't be this difficult. 

@user_916bb6 You've reached the right team to help and we can certainly assist with this payment concern. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Thank you for reaching out over Xfinity Forums @Mharrell08. Welcome to the community. I am sorry to hear you have been put in this unfortunate situation. For security reasons, the Digital Care Team would not be able to help update your card information online after you have received the message "exceeded number of attempts to update payment". You will need to speak with a billing agent over the phone. we have live agents available 24/7 at 1-800-266-2278 (1-800-COMCAST). I understand this is not ideal and I do apologize.

Moving forward please use this link as a reference to help manage your automatic payments https://comca.st/3uNfw6j. 

If you have further questions or concerns regarding the payment please send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

Hello, @user_317b0e. Welcome to the Xfinity Forums and thank you so much for commenting. I'm customer too and know it's important to update the card information on file when needed. I know I'd be reaching out too if I experienced some technical issues when trying and we can help. Can you try a few troubleshooting steps and let us know if it helps? 

If using My Account online:

- clear cache and cookies 
- restart your device 
- try to access it from another device 
- try using another browser 

If using the Xfinity My Account app:
- uninstall then reinstall the My Account app 

Please let us know if this info helps!