Regular Visitor
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3 Messages
Cannot access 'My Account' on web or app
I haven't been able to access 'My Account' or pay my bill on web or in app for days.
I get an error message.
Sorry, This Isn’t Working Right Now
Please reload the page and try again.
I was able to pay my bill over the phone with customer service, but I cannot confirm it worked.
Accepted Solution
XfinityJonathan
Official Employee
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839 Messages
5 years ago
For everyone else experiencing this and needs a fix, please post it here
Megathread - "You are logged in but we are unable to access your account details"
@danagould give it a try now. There's a backend database configuration mismatch that I've manually set to fix. It should've been set automatically so I'm checking with the team on what caused it. Thanks for your patience!
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
Thanks, I've taken your account information and forwarded it onto our dev team
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danagould
Regular Visitor
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3 Messages
5 years ago
Another week goes by and I can sign in, but I still can't My Account page.
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danagould
Regular Visitor
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3 Messages
5 years ago
Awesome. Works now. Thanks!
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helm
New Poster
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2 Messages
5 years ago
I have had exactly the same problem as danagould since December 14, and still ongoing as of today, December 26:
I haven't been able to access 'My Account' or pay my bill on web or in app for days.
I get an error message.
Sorry, This Isn’t Working Right Now
Please reload the page and try again.
Could you please apply the same fix as what you did for danagould? Thanks
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
Hi @helm we apologize for the issue, it appears My Account is reading a field in the database that it shouldn't be so I'm at least setting the field to the correct value to enable you to sign in again, let me know if it's not resolved.
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helm
New Poster
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2 Messages
5 years ago
I just tried it, and now it works! Thank you for your help solving the problem.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
Awesome, glad we could help, enjoy your services!
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