Xfinity account does not recognize that my new contact information has been verified

I recently changed both my e-mail and phone number. I changed both my e-mail and phone number on my Xfinity account, and verified both. However, when trying to add a new payment method to my account, I keep receiving the following error:

"You can't add a new payment method yet

We need to verify your contact information to keep your account secure. Make sure to add your phone number and email address if you haven't already."

As stated, I have already verified both my new e-mail and phone number. I have tried to add a new payment method using the app, and two different web browsers. I am met with the same error message each time. Clearing my cookies and cache did not help. For whatever reason, both the app and the browser do not recognize that my new contact information has been verified. I have sent verification texts/emails to my new contact methods multiple times and verified them over and over again, but nothing changes.

Responses

XfinityAlyssaA

Official Employee

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2K Messages

4 days ago

Thank you for reaching out to our Communities team with your online account concerns @user_80kpvw, we appreciate it. May I ask if you have tried an alternate device? If so, do you get the same error? Are you able to make a payment through our IVR system by dialing 1-800-XFINITY?

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user_80kpvw

Visitor

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2 Messages

2 days ago

Yes, I have tried an alternative device. I have tried using the mobile app on a cellphone and the webpage on a personal computer. I am able to make payments with the payment method that was already on my account before I changed my email and phone number, but I cannot add any new payment methods.

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XfinityPaula

Official Employee

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1.5K Messages

user_80kpvw Thank you for trying another device. I'm sorry that the trouble continues. When you access the account are you using your Xfinity ID or third party email address? There shouldn't be a difference, but there are times that I see email addresses are tied to other accounts creating an issue.

I would love to help out with this trouble and make sure you have your details completely updated. Please send us a direct message with your name and service address. If we can't fix it directly, we will work with the repair team to make sure you can fully access and manage your account as you need easily online and with the Xfinity app.I forget how easy the Xfinity app makes account management, I want to make sure you don't have any hiccups with the account so that you can fully use and enjoy the features as well.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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2 days ago

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user_80kpvw

Xfinity account does not recognize that my new contact information has been verified

XfinityAlyssaA

user_80kpvw

XfinityPaula

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