1 Message

Tue, Jul 27, 2021 9:00 PM

Can't Access "My Account" tab on website or the "My Account" app on my phone

I am running into issues when trying to view the "My Account" tab on the Xfinity website and when trying to access the "My Account" app. On the website, I am receiving the error message "Sorry, this doesn't seem to be working right now" or "Hmm, that didn't load correctly." On the app, I am receiving the message "You are logged in but we are unable to access your account details." I have tried clearing my internet cache on both my computer and phone, changing browsers, logging in on a completely separate computer, following the steps on the megathread "You are logged in but we are unable to access your account details," and emailing support but I have had no luck thus far.

I am a new customer and my service will start once I set up my equipment (which I scheduled to arrive around August 1). I wanted to log into my account to make sure it would be arriving on time when I discovered this issue. I think I am supposed to activate my internet using the app once I am set up, so not being able to access my information is a bit worrying. I will be moving this weekend to a new home where I will be using Xfinity wifi so I wanted to get this handled before then if possible.

Please let me know if I can share any further information to help solve the problem.



Accepted Solution

Official Employee


376 Messages

2 m ago

Hi, @user_c5ad49. I hate to hear of the issues you're having. I want to check on a few things on my end with the profile you're using. Please send me a private message with your name, address, and the email/username you're using to log in.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 


Click "Sign In" if necessary

Click the "Peer to peer chat" icon or https://comca.st/3zOXvWx

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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




89.2K Messages

2 m ago

Concern moved here to the proper help section.



1 Message

2 m ago

I'm having the same issue, and have had the same issue for at least a year.  I have talked on chat and the phone with customer service five times now with no resolution.  Most recently, two days ago, was having a chat conversation with a customer service associate and finally gave up after he failed to respond after one our of his last message being sent and me answering him.  None of the trouble shooting issue he suggested, nor that are listed on any of your forums have worked thus far.

Official Employee


187 Messages

Hello @user_82063f. I am sorry to hear about your experience with us and the problems you are having. I would love to assist you with your My Account, along with anything else you may need assistance with. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   


Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the "Peer to peer chat" icon (upper right corner of this page) 

 • Click the "New message" (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 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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