Thanks for clarifying! If you haven't already, can you try clearing the cache and cookies in your browser or try using incognito mode before accessing the payment site again?

@XfinitySean​ that is the message i am receiving. to be clear - over the past year (maybe 2) i have been making payments using visa cards. they have always gone through and payments range from $20-$100. I am confused as to why my account now will not let me make any smaller payments but is saying I have to go to a store. I dont even know how Im going to pay when these are not physical cards, but virtual cards. And I do not have time to wait 20+ minutes each time to make a payment nor drive to a store. Hope this helps

@XfinitySean​ i tried incognito mode - and tried clearing the cache - same issue with the not being able to pay online and must go to the store.

i have phoned already as well and the support team tried to find a way to make a payment but they are also blocked stating i must go to a store. I cannot even make a payment on the phone. I did see another user had this issue and your team did respond with this has been happening to some users - where xfinity now thinks these are fraudulent payments. 

@XfinitySean  fyi -

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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