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user_fmlple
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2 Messages

Monday, March 30th, 2026 2:11 AM

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adding the mobile plan, in the checkout part and having issues

Help, In the checkout trying to add the mobile plan. I'm at the enter you payment details and when I click next it gives me an error "Tokenization request is declined. Reason Code: 481 Reason Message: The order has been rejected by Decision Manager"

I tried this on my phone and then on a computer, tried different credit cards. no change.

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Updated 

15 hours ago

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XfinityJon

Official Employee

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1.2K Messages

16 hours ago

Good evening user_fmlple. Are you trying to add a new mobile line? Or an additional product?

 

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user_fmlple

Visitor

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2 Messages

add a new line and I am bringing over my existing phone

16 hours ago

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XfinityJon

Official Employee

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1.2K Messages

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

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

16 hours ago

0

XfinityDilary

Official Employee

 • 

3.1K Messages

15 hours ago

Thanks for allowing us to help with your Xfinity Mobile concerns, user_fmlple. I am glad we were able to process the order for your BYOD tonight. If you need anything else, don't hesitate to create a new public submission. I will mark this post as resolved. Have a great rest of your night. 

 

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