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Santana_Has
1st Topic
1st Like

Visitor

 • 

2 Messages

Thursday, April 7th, 2022 5:47 PM

Closed

Invalid credentials

Haven’t even fully signed up for service yet, was in the process of making an account and got distracted. When I come back to the Xfinity webpage and try to continue with my order it just says “invalid credentials” how can my credentials be invalid when A. I never even finished making my account and B. Never fully placed an order. Now I got a verify your email- email from Xfinity and that doesn’t work either. Literally none of the options or webpages I click on work, it’s either “try again later” or “try refreshing the page” you would think an internet company like Xfinity would make it easy for People t make an account and set up internet but I don’t even have service yet and I’m having many many troubles. Extremely frustrating 

Question

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Updated 

2 years ago

3.1K

13

XfinityThomasA

Official Employee

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2.3K Messages

3 years ago

@Santana_Has - Thank you for your interest in Xfinity and your feedback using the self-service options to sign up for Xfinity service. I understand how you feel; this is not the experience we want for anyone. If you had not already can you try to clear cache and cookies on your device, and/or try another web browser to see if it helps? 

We can also work together privately and assist with creating your account. We are here to help and would like to assist with making this part of the process simple and easy from here on out. 

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Sama492

Visitor

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3 Messages

3 years ago

Same issues. Cant get anything to work at all. Please help

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Aeru

Visitor

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1 Message

3 years ago

I'm also having issues. When I try to use virtual support to add a plan it keeps asking me to login when I already have...

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user_2ebfa2

Visitor

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1 Message

3 years ago

same issues as everyone else, this is not good. Cant even view an account im not even sure if i have. what a joke. 

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CCValerie

Official Employee

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974 Messages

Hi there, @user_2ebfa2, thank you for sharing your experience on our Xfinity Forums. I can certainly understand how frustating it would be to feel in limbo between having an account or not having an account. Please rest assure, you have reached the right team for assistance. To get started, please send us a direct message with your full name and the service address. 

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon (upper right corner of this page)

 • Click the "New message" (pencil and paper) icon

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

 • Type your message in the text area near the bottom of the window

 • Press Enter to send your message

I no longer work for Comcast.

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

3 years ago

0

amandaalbrecht

Visitor

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1 Message

3 years ago

exactly the same thing happened to me. i think i have an xfinity id but no address or phone number on it, but i can't use my phone number to make a new account???

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CCLysa

New Problem Solver

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617 Messages

Hi @amandaalbrecht

 

Thank you for letting us know that you are not able to proceed with your phone number. Let's dive into this and see what we can do to get this corrected. Please send me a Direct Message following the steps listed above! 

I no longer work for Comcast.

3 years ago

0

user_af66f2

Visitor

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1 Message

Same thing.  Tried to open an account even was able to log in and now I get an error every time I try to log in and see what is on my account.  Now the deal I want to purchase is expiring because the website wont work

3 years ago

0

CCChe

Official Employee

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6.9K Messages

Sorry to hear you're having problems as well, @user_af66f2. I'd be happy to take a look into this to see if I can help get it resolved so you don't miss the plan you're interested in. Please send a direct message with your name and service address to "Xfinity Support" by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat. 

I no longer work for Comcast.

3 years ago

0

user_13caac

Visitor

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1 Message

3 years ago

Also having same issues tried every work around I could this is ridiculous.

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user_21390b

Visitor

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4 Messages

3 years ago

Paid the $1 deposit and the money was taken from my account. I received no confirmation e-mail and now I cannot check my account settings, nor bill, after logging in. Just boots me back to sign in. I also tried to go back through the plans to see if there was something I mistyped or whatever, and it says "We're sorry. The credentials you have entered are invalid. Please check your credentials.". But it doesn't make sense because the $1 deposit was still taken from my account.

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CCDaniel

Problem Solver

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606 Messages

 

@user_21390b I'm sorry to hear about your recent experience. You're in the right place were Xfinty experts. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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 no longer work for Comcast.

3 years ago

0

user_21390b

Visitor

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4 Messages

@XfinityDanielC​ I have figured it out, it just charged me two $1 deposits instead of just the one. I'm just hoping that other $1 goes towards my bill as well. Thanks.

(edited)

3 years ago

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CCDaniel

Problem Solver

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606 Messages

Thank you for the clarification any amount over the amount due will be applied to your account a s a credit until fully used. I would like to look into the actual account, Please provide your full name and full service address? -DanielC                                                                                                                                   

I no longer work for Comcast.

3 years ago

user_21390b

Visitor

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4 Messages

@XfinityDanielC I sent it to Xfinity Support. Are you able to retrieve it from there?

(edited)

3 years ago

0

user_21390b

Visitor

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4 Messages

@XfinityDanielC​ Hey Daniel, thank you. The additional $1 charge was taken away from my account so I believe I am all good and ready to go. And my account seems to be all working now.

(edited)

3 years ago

0

user_0a1f51

Visitor

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2 Messages

3 years ago

Same issue! What should I do

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user_40cf73

Visitor

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2 Messages

3 years ago

Paid the $1 deposit and the money was taken from my account. I received no confirmation e-mail and now I cannot check my account settings, nor bill, after logging in. Just boots me back to sign in. I also tried to go back through the plans to see if there was something I mistyped or whatever, and it says "We're sorry. The credentials you have entered are invalid. Please check your credentials.". But it doesn't make sense because the $1 deposit was still taken from my account.

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0

user_a93580

Visitor

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2 Messages

3 years ago

Something I did was to create a new account with a different email and that resolved account issues. Xfinity is just awful. Let's face it folks, you're only using xfinity because you have to.

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user_671d42

Visitor

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1 Message

3 years ago

I'm having the same issue. My credit card has been charged and I can sign in but clicking any link results in "Invalid credentials". Going through the "Create Xfinity ID" flow with my phone number or email address results in "This information does not match our records". What is the fix?

2

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XfinityPaula

Official Employee

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1.4K Messages

@user_671d42 Thanks for reaching out and sharing your trouble with starting the account online and for sending us a direct message. As we found in this situation the account was not processed/created, so something happened with the site not completing the order.

It was a pleasure to help out and create the account for us. I look forward to checking back in with you to make sure all goes well with activation. 

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

3 years ago

0

CCDaniel

Problem Solver

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606 Messages

Good afternoon, Athyuttam. I hope your day is going well. I just want to check in with you and verify that you are all up and running correct and answer any additional questions to may have. -

I no longer work for Comcast.

3 years ago

0

annadmichels

Visitor

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1 Message

2 years ago

I am having the same issue as stated above. Charged the $1, but never got a confirmation email for my plan. Now am unable to sign into any page with account information to see whether I am set up with a plan or not.

1

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XfinityChelseaB

Official Employee

 • 

1.6K Messages

Hello @annadmichels! Thanks so much for taking a moment out of your night to leave a post on our community forum. Sounds like the order did not go through since you should get a confirmation email within a couple of minutes and be able to set up an online account. If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

 

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

2 years ago

0

user_4f2e14

Visitor

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8 Messages

2 years ago

Same issue. This is extremely frustrating and the help phone number will not connect me with an agent. Please help.

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