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user_1725
1st Topic

Visitor

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1 Message

Sun, Jul 31, 2022 2:32 AM

I keep getting the error message "Hmm, the page didn't load correctly Try refreshing the page, if the problem persists, try again later."

Whenever I try to access my account information, I get the error message "Hmm, the page didn't load correctly. Try refreshing the page, if the problem persists, try again later." I tried to do what this article says to fix it: https://www.xfinity.com/support/articles/create-xfinity-usernam, linked to me by: https://forums.xfinity.com/conversations/signin-and-account-management/my-account-page-error-hmm-the-page-didnt-load-correctly-try-refreshing-the-page-if-the-problem-persists-try-again-later/61dee5c4e41a4a46af4316e6. However, this didn't work. Whenever I try to enter the Xfinity code that was sent to me, I get the error message "This information doesn't match our records. Try again or contact us and one of our agents will be happy to help you." Any help would be greatly appreciated.

Question

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Updated 

1 m ago

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4

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XfinityLysa

Official Employee

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453 Messages

2 m ago

Hey there @user_1725

Thanks for letting us know about the issues you are experincing with accessing your account. I also appreciate you letting us know the steps in the other Forum did not help. I'd be happy to pick up from here. Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “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

0

0

user_e77d48

Visitor

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2 Messages

2 m ago

I am getting the same issue. Please help.

1

0

XfinityEmilyB

Official Employee

 • 

693 Messages

Welcome to our community forum, @user_e77d48! You've reached the perfect place to get help with logging into the account. Are you having issues with any other sites or just ours? What troubleshooting steps have you tried so far? 

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.
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2 m ago

0

user_c27e62

Visitor

 • 

1 Message

1 m ago

Hello

I experienced the same exact problem. I tried all the solutions found in this forum but no solution. Please help

2

0

XfinityAshley

Official Employee

 • 

553 Messages

Youve reached the right place for assistance. Are you getting this error when logging into your account via web or app?

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

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1 m ago

0

XfinityAshley

Official Employee

 • 

553 Messages

Lets figure this out together. Is this a new account you are trying to access? Have you been able to log in previously? Can you confirm the app you are using to access the 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

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1 m ago

0

user_c3dfb7

Visitor

 • 

5 Messages

1 m ago

I am having the same exact problem. It says I’m signed in but also that my info doesn’t match their records or that I don’t have authorization to see my info when I try to login through the app

9

0

XfinityErika

Official Employee

 • 

110 Messages

Hey, there @user_c3dfb7, thank you for taking the time to reach to our team through Forums. We certainly know how frustrating it is to experience issues while trying to login and getting the error messages. Please try logging in by going to the following link: https://comca.st/32n0RFd and let us know if that works. 

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

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1 m ago

0

user_c3dfb7

Visitor

 • 

5 Messages

I tried that link and it still says that it doesn’t match your records

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1 m ago

0

XfinityErika

Official Employee

 • 

110 Messages

@user_c3dfb7

 

I know your time is valuable, so I want to quickly cover a few basics to make sure I'm not overlooking a simple solution.

 

Have you tried to clear cache and cookies? Different browsers. Edge, Chrome, Firefox, and Safari? Or tried logging on different devices?

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

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1 m ago

0

user_c3dfb7

Visitor

 • 

5 Messages

I tried logging on through a different device and it says the password or ID are incorrect and I used both my phone number and my email

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1 m ago

0

XfinityErika

Official Employee

 • 

110 Messages

Gotcha, Thanks for trying! You've been able to log in before? Did the issues just started happening? 

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

Like

Reply

1 m ago

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