XfinityJonathan's profile

Official Employee

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839 Messages

Sun, Dec 27, 2020 3:00 PM

Closed

Megathread - "You are logged in but we are unable to access your account details"

****UPDATE*****

We have pushed a batch refresh through so this issue should now be resolved - try refreshing your My Account, clearing your browser cache if needed. Most other issues you encounter are probably answered here:Top Troubleshooting Scenarios - START HERE BEFORE POSTING 

 

 

Hi everyone, if you've signed in but are presented with "You are logged in but we are unable to access your account details, try again" we apologize to anyone who has been inconvenienced by this issue. Reply to this thread and we'll apply the stopgap solution. The developers are looking into the issue at multiple levels (how it happened, what the fix needs to be, how to prevent it).

 

How do I pay my bill?

If you need to pay your bill, you can use the Xfinity Assistant or directly pay without signing in neither of those experiences are affected by this configuration issue.

 

Can you help me fix it?

For right now, reply to this thread and we'll apply the stopgap solution.

 

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For folks who are interested in the details:

 

Symptom

  • You sign in successfully, but see the error message "You are logged in but we are unable to access your account details, try again". 

Differential Diagnosis

  • This is happening in Dec 2020 (If you're googling this a few months from when it was posted, you are not encountering the same issue).
  • Other account issues can cause similar symptoms. 
  • Please confirm your issue is not one listed in our other stickied post.
  • Not every issue you encounter can be diagnosed without account research.
  • This is a generic error message, and if something else is wrong with your account it may be another reason that is causing this error message to appear (we've actually had a few of those pop up too).

Background

  • We have an identity database with settings and configurations for your identity with the following relevant fields:
    • cstAccountStatus
      • If you have service and the billing system agrees, it's set to "A" for "Active" and shows in My Account you have service with us.
    • cstDetailedAccountStatus
      • For everyone affected has been set to "NULL" where everyone else is set to "Active"
      • When switched from "NULL" to "Active" the affected user is fixed.
  • Only higher tier escalation teams can make this configuration change. 

Root Cause

  • TBD, but here are some initial thoughts...
  • My Account looks at the Identity database to determine if you still have access. 
  • We believe it's a misconfiguration within My Account that recently changed that affected a small crop of our customer base, where cstDetailedAccountStatus is now being read (it wasn't read before, meaning you didn't experience the issue before, even if you had the "NULL" setting in cstDetailedAccountStatus.

Is this an outage?

No, this issue is affecting .03% of our customer identity base, but highly represented as a support issue, hence the importance and priority in getting it fixed. 

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Official Employee

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839 Messages

1 y ago

Hi @fitz83 That's unfortunately a separate issue from the one described here in the megathread (see the Differential Diagnosis section). I don't believe you had triggered the persistent email capabilities described here: https://www.xfinity.com/support/articles/using-email-only

 

If you'd like, create a new thread and we'll escalate the issue to the Digital Care team to handle (we technically don't handle email issues in this subforum).

New Poster

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1 Message

1 y ago

I had the same problem. It showed "You are logged in but we are unable to access your account details." Can you please help me to fix It? Thank you!

Official Employee

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839 Messages

1 y ago

Hi @Zheng1, it's been patched, thanks!

New Poster

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1 Message

1 y ago

@ComcastJonathan - I am also having this issue. Thank you in advance for your time!

Regular Visitor

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3 Messages

1 y ago

I am having this issue. It has been occurring since at least Dec 10. I have spoken to multiple customer service reps and online chat to no avail. I have reset my password and tried using a different browser. I can check my email but cannot view my bill or access account settings. On Google Chrome, I receive a message "Sorry, this isn't working right now"

New Poster

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1 Message

1 y ago

I’m having the same issue. I am a new customer though and just signed up, if that makes any difference.

Thanks!

Official Employee

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839 Messages

1 y ago

Hi @demersb, your identity seems to be tied to a disconnected account, can you confirm you're signed into the correct Xfinity ID by going to www.xfinity.com/id 

 

If you're still having issues after that, you can private message me with your details.

 

Thanks!

Jonathan

Official Employee

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839 Messages

1 y ago

@Chi4 Your issue is a different one from the one in this megathread (your identity was in a "pending activation" state) but let me know if it's been resolved.

Regular Visitor

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3 Messages

1 y ago

@ComcastJonathan can you resolve this same issue for me? (See my earlier post). I keep getting the error message "Sorry, this isn't working right now" when I try to view my bill or access my account settings. I've tried resetting my password, and I've tried both Chrome and Explorer browsers.

New Poster

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2 Messages

1 y ago

Your stopgap fix worked for me thanks

Regular Visitor

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3 Messages

1 y ago

Yes. This solved the problem. Thank you.

 

New Poster

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2 Messages

1 y ago

I am still having this issue. 

Official Employee

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839 Messages

1 y ago

Hi @steveowned

Per the differential diagnosis your issue is not the same as the one described here, it shows your account is disconnected but you don’t have a NULL status. Feel free to private message me with your service address and we can take a look

New Poster

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2 Messages

1 y ago

I am having this problem

Official Employee

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839 Messages

1 y ago


Per the differential diagnosis your issue is not the same as the one described here, it shows your account is active and you don’t have a NULL status, yours is active.

Please attempt the troubleshooting steps here before contacting me, it does solve 95% of issues
https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HERE-BEFORE-POSTING/td-p/3366881

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