Login loop

Hi there @rewe6380! I am sorry you are experiencing issues with our apps. I have had several customers reaching out with the same issues and it seems to be an issue on our end that we are working on to resolve as quickly as possible. I am sorry for the inconvenience this has caused. We appreciate your continued patience. 

This is happening to me too. The app is useless and I can't manage my network at all.

Hello @user_ca8cca, thank you for taking the time to reach out to us on the forums. This is not the experience we want you to have with the app and we would love the opportunity to troubleshoot this for you.

Can you send us a private message with your first and last name and address to get started?

@user_5d743c some of the comments for these same issues have stated they have been PAYING for what they cant access for more than a month already. I feel really bad for the dude at the Xfinity store that i'll be picking UP my equipment from because i dont even have it yet and i already have the log in problem with both the website and the app.

@user_5d743c  I called xfinity two weeks ago with this problem and they havent been able to resolve it yet.  They said they wld call back but never did.  

Greetings, @user_78767b! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that you have not had any follow-up with this issue of the login loop. We would like to have a further look into this. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

@user_5d743c

Hey there! I'd love to help. Please send me a private message with your account address and full name. 

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

@XfinitySheila i did what you said 40 minutes ago and haven't received a response yet.....

@user_5d743c did you get it solve? 

Hello @user_af1faa. Thank you for taking the time to reach out to us through Forums, is this happening only through the Xfinity MyAccount app?

Hello @user_b74566, thanks for taking the time to reach out to us on our Forums page. We're so thankful to have you as a customer and I am sorry to hear about the Xfinity My Account login issues you're running into. I know the importance of being able to set up access times, and my team can absolutely help. 

To confirm, are you experiencing the login loop when trying to log in, or are you only having issues with the feature of setting up the access time? 

Welcome to our community forum, @user_ddcb2e! Thank you for reaching out to us here about your trouble signing into the app and the browser. I use the online account to manage my services so I'd be frustrated if I was running into problems.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

Hi, @user_883d04. I appreciate your time to contact us. CSA is very busy with the current username issues. One step you can try us to visit https://comca.st/3nkKXCP

and see if it requests you attach your username. If it says you already have one then CSA is the only option due to security. 

Hello @Jacob_H! Thanks so much for taking a moment out of your night to leave a post on our community forum! I'm sorry to hear you're having issues with trying to log in to your online account, but you have definitely come to the right place for assistance! If you're using the right username, then I would suggest changing your password or trying a different browser, clearing your cache and cookies, and finally trying to uninstall the app and reinstalling! If that does work then you would have to reach out to our CSA team for further assistance! Their information can be found here: https://comca.st/3xaAOw9

Hello and thanks for reaching out @Libertyy415. I would love to assist you with your log in issue. 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 direct message icon
• 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 

@dugur13

Hello! Thank you for reaching out to us here through our Xfintiy Forums. We are here to help however we can! I can definitely see an endless log in loop being very frustrating. I can barely remember my password half [Edit: Formatting] the time but to enter it correctly and have this happen would be tedious to say the least!

Let’s try some troubleshooting and see how this can be resolved. Is this a new account and all apps you try to sign into or specific ones? If its specific to some apps, can you tell me which ones, please?

If this is a new account, please try this link to be sure your username is registered and set up correctly, https://comca.st/3qUZ9VA.

If its not new and you have been able to log in before, please delete the app, and download it again from the play store, and try again. Could you try these steps and provide me with more detail as to what you are seeing, please?

I had an old account with Xfinity that I linked to my new account. I tried deleting and re-downloading, but it put me into the same loop.

Before downloading this again did you have any trouble signing in? How about through the browser or is this only on the app through your Android device? 

I just tried again through the app, and it takes my credentials, asks for my two-factor authentication through SMS code, I enter that and then get kicked back to the login screen.

I'm able to login through a mobile browser without issue.

Thank you so much for those additional details! I would like to take a look at your Xfinity Account on the backend. We definitely have your back until you get signed in! 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

Hi there we'd love to help. Please send me a private message with your full name and service address.

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

Eva how do i send you a private message. When i click on your name, i get a blank page

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://comca.st/3kajO4e
• 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

See https://comca.st/2XfS9FQ for an example.

(Full credit to @BruceW for this excellent explanation!) 

Still waiting for help... :(

@user_2da248 good luck. I've spent hours on the phone and chat and no one knows what to do.  I told them it's a known issue. I have a ticket number and someone was supposed to call me....... 5 days later and still no call.  I'll be requesting a bill credit since I can't use the services I pay for.

Good morning, @user_883d04 and @user_b319c0! Thank you for reaching out to XFINITY over our forums page! Over social media, we appreciate the opportunity to assist you today for help with the slow XFINTY My Account app concern! No worries, you’ve reached the best place in virtual land for help with streaming issues such as this. I always rely on my app for checking my bill and troubleshooting so I understand the inconvenience that this has caused. Let’s get this fixed. Have you tried doing a password reset at https://comca.st/3l4eI9t? While reviewing the issue, I am seeing that this should work and resolve the issue.

That is great to hear that the above worked for you!

If there’s anything else that my team or I can do for you, please, feel free to reach out any time of the day or night! There may be a delay, but we are always here, and we love to help! Thank you for being a part of the Xfinity family! I hope you have an excellent rest of your evening and I hope you and your family stay safe!

Hi @Danidollthanks for reaching out. I know how important it is to access your my account page. I would be more than happy to look into this. I'd like to ask, what browser are you using? Have you tried clearing your cache by chance? 

@XfinityMikeB - My dear friend Mike, yes I have done all the silly steps recommended. Including trying to log in from an entirely different network, computer, and iPhone that's not even mine. 

Gotcha! Are you trying to log in via the Xfinity website or the My Account app? 

Hi - I'm having this loop issue too (sort of), am adding the app to a nebula projector. I enter username, password, enter the verification code and click "remember this device" but then I get to another screen where it asks me to enter another verification code that was sent to xxx-xxx-null, so obviously no message comes to me, so I cannot proceed.....

Hello. Thank you for taking time out of your day to reach out to The Digital Care Team, @mcopperfield76. Just so we are on the same page, are you trying to download the Xfinity Stream app on a nebula projector or is something else going on? I apologize if I am misunderstanding.