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user_s2ortc
1st Topic

5 Messages

Saturday, February 1st, 2025 4:17 AM

“Access not Authorized”

I’m trying to login on the xfinity app and it is saying aces not authorized. When I try the website it immediately logs me out. Earlier today I started The setup for NOW backed by xfinity and I have a screenshot of it being set up, and also have a pending receipt on my credit card for the payment. I never received a confirmation email for this transaction although it said it would… and I’m trying to login to make sure everything is all square.

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Updated 

3 months ago

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XfinitySara

Official Employee

 • 

1.6K Messages

3 months ago

Hey there, @user_s2ortc! Thank you for coming to our Xfinity Community Forum for help with your Xfinity NOW service. I'm sorry to hear about the trouble you're having accessing your account online or through the app, and I'd love to see what we can do to help :) You're in great hands here because our Digital Care Team is awesome to work with! We'll do everything we can to review and resolve issues quickly. To clarify, are you attempting to log in to the NOW Portal, here?

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user_s2ortc

5 Messages

I've tried the NOW portal, normal xfinity website, and also the app. It sounds like the now portal is the only place I am supposed to login? Regardless the NOW portal is not letting me do anything, it is stuck on a screen with three dots acting like its loading. I've tried to refresh and I have tried to login on my phone and a laptop. Sometimes the screen pops between those three dots and another screen that says "something unexpected happened". My big thing is I cant tell if my order was properly processed since I cant log in and did not get a confirmation email.

(edited)

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3 months ago

0

XfinitySara

Official Employee

 • 

1.6K Messages

I totally understand the concern, @user_s2ortc. Thanks for providing more details around your experience! Yes, the main support for NOW service is through the portal and the Xfinity Assistant, but not to worry. Maybe there's something else we can try! I appreciate you refreshing the website/browser. May we also have you clear cache and cookies and/or attempt to log in again using incognito mode? Let me know if any of that helps. It's just some basic troubleshooting, but often resolved website issues. The app's cache can be cleared as well by locating "Apps" or similar in your phone's settings, then selecting the app, clicking "Storage", and clearing the cache.

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
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
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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3 months ago

0

user_s2ortc

5 Messages

I am still having the same results after trying all of those things. Not able to sign in on anything although my ID and password is correct. Still getting continuous loading on the "Now" link you sent earlier... and the app says "Access not Authorized" still.

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3 months ago

0

XfinitySara

Official Employee

 • 

1.6K Messages

Alright, @user_s2ortc, thanks for letting us know! Let's take a closer look. May I please have you send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank 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
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
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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3 months ago

0

user_s2ortc

5 Messages

ok it has been sent. Thank you

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3 months ago

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