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user_ec0391
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2 Messages

09/18/2023 10:29 PM

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Sign in successful but not an xfinity user

I am trying to sign into the app after ordering a router for the first time. I wanted to see an order confirmation as well as a shipment delivery time. When I try to log in I get an error saying “access not authorized. You have signed in successfully but you must be an xfinity user to enjoy this service.

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Updated 

3 years ago

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XfinityDilary

Official Employee

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4K Messages

3 years ago

Hey, @user_ec0391. Thanks for posting on our community forums. I'm sorry to hear about the error message. To confirm, this is an Internet residential account that you just applied for, correct?  

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user_ec0391

2 Messages

Yes that is correct. An internet residential account

3 years ago

0

XfinityAlyssaA

Official Employee

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3K Messages

Thank you so much for confirming that @user_ec0391, and to confirm did you receive an email order confirmation after ordering your router? May I also ask if you have created an XFINITY ID yet? You can create one quickly and easily here https://www.xfinity.com/support/articles/create-xfinity-username. 

 

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3 years ago

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user_CP071220

Visitor

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1 Message

@XfinityAlyssaA​ 

I am in the same boat. I ordered xfinity internet and now I want to access my account to see where the tracking shipment is and i am getting the same pop up on the app and the online site doesn’t sign me in. I have an account. I have an ID. It continues to say I am unauthorized. I’m moving to a new apartment and I don’t want my shipment to be taken if I’m not present/ don’t know when it is arriving 

3 years ago

0

XfinityMarcos

Official Employee

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2.5K Messages

Hello @user_CP071220, congratulations on your new apartment, I hope your move goes super smooth and easy. Thank you for wanting to make us part of your new home, and for going through those self-service steps to create an ID. Let's work on finding your account or order together. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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 as Best Answer.tick

3 years ago

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