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user_uu06s0
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Tuesday, February 3rd, 2026 4:51 PM

"Access not Authorized" on app and unable to sign in on website

Signed up for internet service for a new apartment and made a new account. Was able to select a plan and set up an appointment time, but then tried to sign in to my account to set stuff up and move my appointment time and I cannot sign into the account. On the app, I sign into my account, but I keep hitting a page that says "Access not Authorized". When I try to sign in on the website, I click sign in, but it just goes into a weird loop of signing me out again and I cannot access any account information. See below for the access not authorized error. I do have a previous Xfinity account that is linked to my parent's address so I did not want to move their service so I signed up for a new account for a new place and something about that seems to be messing up this process. I did see something on the forum about linking these accounts, but I kept getting a timeout error when I tried to link the two accounts, so I'm stuck.

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1 month ago

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XfinityEmilyB

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1 month ago

 

user_uu06s0 Welcome to our community forum and thank you for choosing Xfinity as your service provider at the new apartment! Are you able to create a new Xfinity ID here for your account with a different Email and phone number than the profile you had under your parents' account? If you're trying to use the same contact information, they might need to remove your profile from their account first. They can find instructions to remove your profile here.
 
While I can't create or remove user IDs from accounts, I can definitely help you reschedule your appointment for a time that works for you. Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and get started on a resolution. 

 

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user_uu06s0

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I am not able to create a new Xfinity ID. When trying to create a new Xfinity ID, I get a text and enter the code. I then get taken to a screen that says "This information doesn't match our records". Trying again yields the same result. I changed the contact information on the profile I had under my parents account to use my phone number on my new account before posting my original question. If I do remove the profile from that account- will I lose access to my comcast.net email? I still use that email address and would like to keep it. 

Also- for rescheduling the appointment- I was just trying to get on the waitlist for an earlier time. The original appointment still works for me, but I need to sign into my account to join the waitlist and I haven't been able to do that.

(edited)

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1 month ago

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XfinityEmilyB

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user_uu06s0 I appreciate you trying that. Yes, you are correct: if you still use that Email address, I would not recommend deleting it because you will lose access. If you clear cache and cookies in your browser, do you get the same result when trying to create a new ID? Have you tried a different browser? 

 

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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1 month ago

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user_uu06s0

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Yes, I have tried clearing cookies and cache and using multiple browsers (edge, chrome, firefox). Still get stuck in the same sign in loop with the message "This information doesn't match our records". 

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1 month ago

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XfinityEmilyB

Official Employee

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2.7K Messages

 

user_uu06s0 Thank you for confirming that you already tried those troubleshooting steps. It sounds like your contact information might be "stuck" in the system and still tied to your previous username. Our Customer Security Assurance team has the tools available to get that cleared up and help you set up your new Xfinity ID. You can find their contact information here and please let me know once you reach out to them so I can make sure everything was taken care of for you :).

 

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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user_uu06s0

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I contacted the Customer Security Assurance team. They were unable to find my account with my provided phone number, service address, and Xfinity ID. They suggested I go to a physical store to get their help, so I will try that next. 

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1 month ago

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