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user_9cu0u4
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4 Messages

Saturday, January 11th, 2025 12:37 AM

Can't log into Home App from S20

I have a new-to-me Samsung S20 and am trying to access the Home App. I have uninstalled and installed the app multiple times. Cleared the caches. Restarted the phone. My user name and password are fine. Once I log in, it tells me "we're having some trouble logging you in. Try again. < Return to sign in screen" When I do that and try to "take a tour" it says "webpage not available... The webpage at... could not be loaded because  net:ERR_NAME_NOT_RESOLVED". Help.

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2 days ago

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XfinityJanelle

Official Employee

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1.4K Messages

2 days ago

Hi @user_9cu0u4 , thank you for reaching out today regarding the Xfinity Home app. Do you happen to know what level of Xfinity home you currently subscribe to? Is it Xfinity self-protection? 

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user_9cu0u4

4 Messages

I have no idea! We have one camera, that you installed, if that helps.

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2 days ago

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XfinityJohnG

Official Employee

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1.4K Messages

There are 2 levels of security available @user_9cu0u4, the self-protection or the Professionally monitored service. The Professionally monitored service would have a touchscreen and key-pad as well as door and motion sensors. The Xfinity app would also have the options to control the security service if you have that downloaded. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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user_9cu0u4

4 Messages

We definitely have the touchscreen and keypad as well as door and motion sensors. I have the xfinity app dowloaded on my S20 (I had it on my previous S8). I go to sign in, for a second I get a glimpse of the app page I expect, then it bounces back to "we're having some trouble logging you in... try again..." and an option to return to the sign-in screen. I have gone through this cycle, literally, a hundred times.

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2 days ago

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XfinityJohnG

Official Employee

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1.4K Messages

Thank you very much for that clarification @user_9cu0u4. I will be happy to check on any issue with that app from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   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

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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2 days ago

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user_9cu0u4

4 Messages

Thank you. Message sent. We'll continue this on DM!

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2 days ago

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