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Monday, March 17th, 2025 3:49 PM

Credit card entry.

Starting this month, I am no longer able to pay my bill online. Every time I try I get the following:

You can't add a new payment method yet

We need to verify your contact information to keep your account secure. Make sure to add your phone number and email address if you haven't already.

When adding a phone number, it tries to verify using a text message which will not work because the number is not a cell phone.

Why is this happening and how does this get fixed? I don't want my payment to be late!

Accepted Solution

Official Employee

 • 

855 Messages

3 months ago

Good morning @user_3okmr2 we would be happy to look into this with you. 

Please send us a DM with your full name and address to Xfinity Support. 
To send a direct message:
Click "Sign In" if necessary
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

 

2 Messages

Message sent as directed.

Visitor

 • 

2 Messages

13 days ago

I've been a Comcast customer at the same location for 40 years, from the time when they were Garden State Cable before becoming Comcast.

I have the exact same problem, even though I have been making online payments for years.  Last month I called Customer Support, and they still have not fixed this.

What an inept company!  

Official Employee

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295 Messages

Hello @user_paaas8. Thank you for reaching out on our community Forum. We have made updates to our authentication system in order to keep accounts secure. You will have to put a verified cell phone number on file in order to add payment methods to your account. 

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

Visitor

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2 Messages

@XfinityAbby​ 

If you don't have a cell phone that can accept text messages, then you can't pay your bill.

Again, what an inept company run by [edit - disparaging language]!

(edited)

Official Employee

 • 

1.4K Messages

@user_3okmr2 sorry to hear of the frustration, and understand not being able to add a phone number for authentication if you don't have a cell phone. 

Here are some other ways to make a payment, hope this information is helpful: https://www.xfinity.com/support/articles/pay-your-bill-echat

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

Expert

 • 

31.8K Messages

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
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