Visitor
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1 Message
Errors with New Account Creation
I have tried multiple routes to access my account however these are the three errors I get. I have spoken with chat support however they were unable to assist.
Backstory: I created an account and signed up for a new service at a new address I am moving to. I scheduled an install date and I was charged a holding fee. I received an email upon creation of my account to verify my email. I have done that. However when I went to verify under my account or view my bill these errors appear.
These errors appear when I try to access my account or my bill.
"Sorry, A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later."
"We're sorry. The credentials you have entered are invalid. Please check your credentials."
"Access not Authorized. You are signed in successfully, but you must be an Xfinity user to enjoy this service."
Yes. I cleared my cache and cookies.
Yes, I tried different browsers.
Any assistance would be appreciated.
Accepted Solution
CCStephanieK
Problem Solver
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909 Messages
3 years ago
Hello, @FedoraGuru. We want to ensure you're able to access your online account. Sometimes when creating an account, if the address has a hold on it or if any other issues arise when creating the account, the system runs into an error and prevents access. What we can do is go through the recovery process by following the steps listed here. If when searching for a username, nothing generates, that means the system did not properly create the online account and did not link it. This will cause the above mentioned errors where it allows you to login to an account but no account information is displayed as it's not linked in our system.
I'd like to further review on our end what happened with the account and research the address further. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. [edited to correct hyperlink]
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