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Tuesday, August 12th, 2025

Unable to add payment method

I have been trying unsuccessfully to add a payment method to my online account for over a week now - mobile app and web browser (tried multiple browsers, cleared cache/cookies). I keep getting the same error message: 


You can't add a new payment method yet

We need to verify your contact information to keep your account secure. Make sure to add your phone number and email address if you haven't already.

I have verified both my email and mobile number, have received multiple messages from Comcast/xfinity to both contact methods. Multiple customer service reps have told me that my information shows "verified" in the system and they are willing to take payment over the phone, however I am not comfortable providing credit card or banking information over the phone.

Why is this so hard?

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1 month ago

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XfinityRoberto

Official Employee

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2K Messages

2 months ago

Hi there and welcome to  Comcast! I am sorry to hear that you are not able to update your payment method. Now we are not able to update that for you over our platform. We are still happy to take a look at your account and see what is causing you not to be able to update your payment online. 

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.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” 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

Let me know if you have any questions.

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flatmates350

Visitor

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2 Messages

2 months ago

Could I get assistance on this issue as well? I have tried the same things and cannot change my payment method, even though I have verified all of my personal information.

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XfinityJosephA

Official Employee

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2K Messages

 

flatmates350 feel free to send us a direct message when you have a moment.  You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

 

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.
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2 months ago

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user19331939

Visitor

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3 Messages

1 month ago

Hello, what was the solution to this? I am having this problem as well and I was on the phone with customer support for 1hr yesterday and they had no idea how to help me or what was going on. 

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XfinityRaul

Official Employee

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2.3K Messages

@user19331939 Thanks for making us aware that you're also having issues updating your payment method. I would be more than happy to help find a solution to this problem you're experiencing. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own?

 

Have you tried clearing your cache and cookies? How about using a different browser? Are you having the same issue with all of your devices?

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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1 month ago

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flatmates350

Visitor

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2 Messages

After DM'ing and calling with them for several hours, they filed a ticket with Customer Security Assurance Level 2 and told me to wait a day. The next day, that team called me, took my payment information over the phone, and updated it successfully on their end. Funnily, I still can't update it myself, and I'm hoping this is an issue they can actually fix more generally. None of the cache/cookies/browser/etc worked for me, and maybe you can ask for the same steps that resolved it for me.

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1 month ago

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XfinityEmilyB

Official Employee

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2.4K Messages

 

flatmates350 Thank you for taking the time to let us know that our Customer Security Assurance team was able to update your payment information successfully! Every time they've worked with one of my customers, they have been a tremendous help :). When you were trying to update that from your online profile, were you getting an error message, was the page not loading, etc? 

 

- XfinityEmilyB

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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1 month ago

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user19331939

Visitor

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3 Messages

@XfinityRaul​ yes i have tried clearing my cookies, doing it from the app, clearing history, doing it on a different browser, trying it on an incognito tab, trying on a different laptop entirely. I was on the phone with customer service for an hour and they could not figure out the solution. Please let me know how I can solve this as I need to pay my bill. 

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1 month ago

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