Visitor
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1 Message
You'll need to make a payment in person???
I’ve been a customer for over five years and have always been able to make payments online. However, this month when I try to pay online or through the mobile app, I receive a message saying, “You’ll need to make a payment in person.”
Could you please help me understand why this change has occurred? The nearest store is about a 20-minute drive, which is quite inconvenient.
Thank you for your help!
XfinityPaula
Official Employee
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2K Messages
6 hours ago
Hello user_35vbhg, thanks for reaching out to us for help with the error you are seeing with making a payment online. I'm sorry you are having trouble with that processing. I love the convenience of paying online and more so autopay since I never miss a payment. But having to visit a location can be pretty difficult especially in some areas where a store is not local.
You reached out to the right team for help with this to figure out why there's the sudden change. While working with some customers we found an issue with previous payment declining for trouble with the expiration date. Another issue that I learned about recently there was an issue on the account due to several small payments being made on the account in the same month from different prepaid cards and that put a hold on the account from online payments for the potential of fraud.
Let's dig into your account and see what we can do to get your access back. Please send us a direct message with you name and service address. From there I will complete verification and investigate what happened and how we can fix it.
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Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
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