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user_8cuw98
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09/18/2026 8:02 PM

Unable to pay online—app says I must pay in person

Whenever I attempt to pay my Xfinity bill using the phone app, I see a message saying: "You'll need to make a payment in person. Please visit an Xfinity store near you." I hear this sometimes occurs when Xfinity's systems suspect fraud on an account however there is no fraud occurring with me. How can I get this restriction removed so I can pay my bill using the app again?

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5 hours ago

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XfinityBenjaminM

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6 hours ago

 

user_8cuw98 Hello! Thank you for reaching out. The message you are seeing doesn't always mean something fraudulent took place; it can also be on the account if there were rejected payments, and our system that processes payments is indicating that a payment in person is required. Over time, that will change after establishing successful payments, but that could be another reason.

 

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