Skip to main content

    Support

    Offers

J
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

 • 

Updated 

14 days ago

659

4

0

XfinityEricB

Official Employee

 • 

2.2K Messages

5 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

0

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

Like

Reply

5 months ago

0

XfinityEricB

Official Employee

 • 

2.2K 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

Like

Reply

5 months ago

0

CLR33901

Visitor

 • 

1 Message

1 month 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

 • 

2.2K 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

1 month ago

0

user_xlnamw

2 Messages

1 month 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

Like

Reply

1 month ago

0

user_7engdl

Visitor

 • 

1 Message

14 days ago

I am having this same error issue. Please help.

1

0

XfinityKei

Official Employee

 • 

1.5K 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

14 days ago

0

forum icon

New to the Community?

Start Here