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jerrys12
1st Topic

2 Messages

Thursday, December 19th, 2024 6:07 PM

Error In Placing Order For Xfinity Services

Hello. I am a new customer and I have been trying to sign up for Xfinity Internet but to no avail. At the checkout page page, after entering my card info and clicking next i keep getting "Tokenization request is declined. Code: 481 Reason Message: The order has been declined by the Decision Manager". The prepayment stated there is 0$ and i have reached out to my bank but there is no issue on their end. They keep telling me there has been no attempt at a purchase. I tried using my girlfriends card and that of my brother but its the same issue

I reached out to chat, they sent me a link, i went through the same nightmare. This has gone on for a week. What is this error message and whats the cause?

Question

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Updated 

3 days ago

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6

0

XfinityEricB

Official Employee

 • 

2.3K Messages

6 months ago

 

jerrys12 Thanks for reaching out with your order issue. What service are you trying to order that is getting that error?

 

(edited)

2

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jerrys12

2 Messages

Internet Service. I deliberately tried doing same for TV and i still had this error. i have enough funds on my card and the prepayment is even 0$ so i do not know why

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6 months ago

0

XfinityEricB

Official Employee

 • 

2.3K Messages

 

jerrys12 Let me see if there is an issue with the address. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

Press Enter to send it

 

(edited)

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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6 months ago

0

CLR33901

Visitor

 • 

1 Message

2 months ago

I'm seeing this same "Tokenization 481 error message" on 4/13/25 with no rationaly explanation. 

[Edited: "Personal Information"]

(edited)

1

0

XfinityEricB

Official Employee

 • 

2.3K Messages

 

CLR33901 I would be happy to look into what is causing the error for you when making an order online. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

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

Like

Reply

2 months ago

0

user_xlnamw

2 Messages

2 months ago

same thing happebs to me....

1

0

user_xlnamw

2 Messages

and you know what, the executive team said it is my bank issue, despite all my banks said my cards are fine.jokes to xfinity team

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2 months ago

0

user_7engdl

Visitor

 • 

1 Message

1 month ago

I am having this same error issue. Please help.

3

0

XfinityKei

Official Employee

 • 

1.6K Messages

@user_7engdl I’m sorry to hear you're having an issue with making a payment. This is never the experience we want for anyone. 

How are you making the payment? Is it through the app or website?

Can you try using incognito/private mode in your browser and see if the payment goes through? 

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

Like

Reply

1 month ago

0

user_al8f8a

Visitor

 • 

1 Message

same issue for me today!! the whole process to purchase their internet has been extremely painful. If there was any other available provider, I'd have purchased their service immediately

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27 days ago

0

XfinityPaula

Official Employee

 • 

1.5K Messages

Good morning user_al8f8a. I'm sorry to read that you are having issues with processing your Xfinity internet order online. I know how discouraging it can be when you have to face errors when trying to complete a simple order. It would make me feel the same way. Fortunately you shared your trouble here and my awesome team can help out! 

Are you placing an order for a new line of service with Xfinity or are you looking to make changes to your existing account and services? I'm happy to help in either way to ensure you have the best services for your needs! 

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

Like

Reply

27 days ago

0

user_vcffhn

Visitor

 • 

1 Message

23 days ago

I’m having the same issue trying to purchase a new service for my mother. 

1

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

Hi user_vcffhn, I'm always using self-service options, so I get why you're going this route. Are you starting a new account for your mother, or trying to make changes to an existing account? If you haven't already, clearing your cache/cookies, or trying a different device are good options to see if that clears the error. 

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

Like

Reply

23 days ago

0

user_0fha80

Visitor

 • 

2 Messages

3 days ago

Same issue here. Even worse, I tried it myself, failed; then I called Xfinity then a nice lady spent 45 minutes to help me pay with 3 different cards, failed; this noon I went to a Xfinity store, another very nice lady helped me try 3 cards again still failed to pay. I don’t believe that was because of my banks, as I have used them for long, could even use them to pay internationally. Such a shame!

3

0

XfinityMarshante

Official Employee

 • 

166 Messages

Hello @user_0fha80, Thank you for your comment. Sorry to hear you are having issues using your cards. When you get the error, are you placing an order or trying to make a payment towards your Xfinity account? Have you tried a different browser? 

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

Like

Reply

3 days ago

0

user_0fha80

Visitor

 • 

2 Messages

Such an unprofessional reply! Didn’t you recognize that I mentioned that even employees of Xfinity were unable to help me make a payment with 3 working well cards? The payment system is deadly bad. 

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3 days ago

0

XfinityJustinM

Official Employee

 • 

117 Messages

@user_0fha80, I apologize for the confusion. We do our best to cover all bases as we have many methods to make payments these days. I understand how frustrating this has been for you as it should be a very simple task to complete, but it seems you have had to climb a few hurdles already. I would like to take a further look at things in direct message. Rest assured, we'll work to get this case cracked. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.

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 
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

Like

Reply

3 days ago

0

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