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ballgeier
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10 Messages

Saturday, April 25th, 2026 7:08 PM

Unable to add new bank account through app

I have been trying to add a new bank account for auto payments through the app and I keep getting a message saying "We are unable to process your payment, please call.." 

I DO NOT want to use Plaid and saw that if you set it up through the app it will allow you to use an account number and routing number. No way am I giving a third party full access to my accounts. 

Is there a way to do this?

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1 hour ago

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XfinityJon

Official Employee

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1.3K Messages

3 hours ago

If you are setting it up directly through the Xfinity App, is that where you are being asked or seeing mention of Plaid?

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ballgeier

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10 Messages

No mention of Plaid through the App, but setup keeps failing.

When I go through the website on my PC, that's where it wants you to sign up for Plaid.

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3 hours ago

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XfinityJon

Official Employee

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1.3K Messages

Alright, here is some additional information on setting up autopay. Please let me know if this helps. 

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 a reply as the Accepted Answer.tick

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3 hours ago

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ballgeier

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Ok, thank you! 

Maybe I will try again tomorrow.

Tried about 4-5 times through the app and kept getting the error.

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2 hours ago

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XfinityJon

Official Employee

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1.3K Messages

I can set a follow up for us to check in with you tomorrow afternoon. How does that sound?

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 a reply as the Accepted Answer.tick

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2 hours ago

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ballgeier

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10 Messages

 Sounds Great, Thank You!

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1 hour ago

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