Visitor
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2 Messages
Access not authorized
Hello!
I set up an account and an internet plan for an apartment I will be moving into next month. Upon verifying my account, I don’t seem to be able to actually sign in. On the app, after entering my credentials, I get the following error message: “Acess not authorized,” immediately followed by “
You signed in successfully, but you must be an Xfinity user to enjoy this service.” On the website it’s just an endless loop of entering credentials and not legitimately being signed in. Is this happening because I’m not yet using the plan or did something get messed up with my account? Any help is appreciate, I’d love to be able to log in
XfinityJohnG
Official Employee
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1.7K Messages
16 hours ago
Thank you for reaching out here @RickBlade. You may be getting that error as there is no active service or billing on the account as yet. I can look further into that if you could send me a direct message with the full name and complete address for the 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
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