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user_cwd95n
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Friday, March 14th, 2025 9:22 PM

I need the security pin to transfer my number, I get an error that won't generate the pin

I have contacted Xfinity 10 times regarding my attempt to transfer my phone number, and I am reaching the point of considering legal action. Each time I attempt to generate a security PIN, I receive the following message:

"It looks like your account is missing a verified contact method. In order to continue, you’ll need to verify your identity at an Xfinity Store."

However, I reside in Austin, TX, and the nearest Xfinity Store is in Houston—over 150 miles away. I have:

  • Attempted to verify my identity over the phone.
  • Requested a PIN to be generated and sent via text.
  • Tried contacting the store directly.

None of these attempts have been successful. It is unreasonable to expect me to drive 150 miles just to obtain a 4-digit PIN to transfer my number. This situation has been frustrating and unnecessarily difficult, and it feels like I am being held hostage by a service I no longer wish to use.

I am urgently requesting an alternative method to verify my identity and obtain the required security PIN.

Please escalate this matter and provide a resolution as soon as possible.

Question

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Updated 

1 month ago

 • Edited

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EG

Expert

 • 

110K Messages

1 month ago

The concern is not related to Xfinity Compliments................... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityGabriel

Official Employee

 • 

2.2K Messages

1 month ago

user_cwd95n, Hi there! Thanks for taking the time to reach out. I can certainly understand the importance of getting that security pin so you can port out that number as quickly as possible. I would not want to drive over 150 miles as well. I am so sorry to learn about this experience and the inconvenience that this has caused you. You've come to the right team. Over social media, we are a team of experts dedicated to resolving mobile concerns such as this. We can help. When you attempt to generate a security pin online and on the XFINITY app like in the steps below?
 
To get your Xfinity Mobile security PIN, which is needed to transfer your number, log into the Xfinity Mobile app, navigate to "Devices," select the device/line you want to port, and then choose "Transfer your number or cancel this line" to request the PIN. 
 
Here's a more detailed breakdown:
    • Access the Xfinity Mobile App: Open the Xfinity app on your phone. 
       
    • Navigate to Devices: Go to the "Devices" section of the app. 
       
    • Select the Line: Choose the specific device or phone number you want to port out. 
       
    • Find "Transfer your number or cancel this line": Scroll down and locate the option to transfer your number or cancel the line. 
       
  • Request the PIN: Select the number and generate your transfer PIN. 
     
  • Use the PIN: You'll receive a text message with the PIN, which you'll need to provide to your new carrier to complete the port-out process

 

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user_cwd95n

4 Messages

Thank you. I've already tried this.

When attempting to proceed, I received the following error message:

"It looks like your account is missing a verified contact method. In order to continue, you’ll need to verify your identity at an Xfinity Store."

Unfortunately, the nearest Xfinity Store is 150 miles away, which makes an in-person visit extremely challenging. I am hoping to explore alternative options for identity verification.

Would it be possible for a representative from the Houston store to contact me for verification over the phone or through a video call? This would save me a significant amount of travel and ensure the process moves forward efficiently.

Please let me know if this option is available or if there are any other alternatives to resolve this issue.

Thank you. 

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1 month ago

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XfinityJoe

Official Employee

 • 

743 Messages

Hello there @user_cwd95n

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

 

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1 month ago

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user_cwd95n

4 Messages

@XfinityJoe​ Thank you. I have sent a message and have not heard back yet. 

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1 month ago

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