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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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839 Messages

10 m ago

So the replies on this thread have pretty much become all the differential diagnostics and no longer the issue stated. Happy to help, just post it in the subforum as your own post, as I'll be locking this one down.

 

@HShao1 your identity issue should be fixed - it was not the one that was part of this megathread.

@Shaneisthedj private message me by clicking on my name then "message" and provide me your service address. It appears your Xfinity ID is not tied to your service account.

@hudson1173 yours seemed to be in a pre-activation state (limbo) which typically is a state that only should exist if you just signed up for Xfinity services, let me know if you're able to sign in now.

Visitor

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1 Message

9 m ago

I can't log in. I keep getting the "we're sorry this isn't working right now" error. 

XfinityAmir

Official Employee

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6.6K Messages

Hi Eric Irons, have you tried using another browser or another device to login? 

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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