Visitor
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1 Message
Access Not Authorized After Placing Internet Order
I purchased an Xfinity home internet plan today, and my order was confirmed. I also received an email saying my equipment is ready for pickup and that I need to install the Xfinity app for activation.
However, when I sign in to the app, I get the error: "Access Not Authorized. You signed in successfully, but you must be an Xfinity user to enjoy this service." I can log in on my computer, but whenever I try to access my profile or account settings, I get an unexpected error.
Could you please check if my Xfinity ID is properly linked to my new account and help me resolve this issue?
XfinityRichard
Official Employee
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3.8K Messages
1 hour ago
Good afternoon, @user_t6i2qk ! Congratulations on your new Xfinity Internet service! I’m sorry you’re having trouble accessing the app before you’ve even had a chance to activate your equipment. Please send us a DM with your full first and last name and full service address, and we’ll be happy to check the account and Xfinity ID linkage with you.
Here are 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 "Start new conversation" (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
You must use the primary Xfinity ID
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