Visitor
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1 Message
Access not Authorized Error
Hi,
Whenever I try to use the Xfinity App (purple background with the "Sign In" button), I click on "Sign In" and am prompted to login on the xfinity.com website. Then after logging in on the website, I get "Access not Authorized" "You signed in successfully, but you must be an Xfinity user to enjoy this service". Then I close the website since there's nothing I can do, and I go back to the Xfinity App still not logged in.
My internet service was activated yesterday, but I am unable to access anything on the app or chat with their customer service through the app or website due to this error.
Browsing these forums, I took a look at my linked accounts:
https://customer.xfinity.com/#/settings/account/linked-accounts
It says the service address for the account under the "Currently viewing" (primary?) category is ", undefined undefined", which might be the issue?
The "inactive" linked accounts contain an old address and my current address, and clicking on "Unlink" for my old address just gives an error popup message.
I am also unable to check my linked accounts through the website because I get the error:
"A rendering error occurred: Cannot read properties of null (reading 'toLowerCase')."
Please let me know if you need any more information to resolve this issue.
Accepted Solution
CCEthan
Official Employee
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1.4K Messages
2 years ago
@user_fe6a50 Thanks for the details! I am sure we can get it resolved and we will need to check out the account and confirm a few things. Please send a direct message with your name, address, and Xfinity ID.
Make sure you are signed in to forums
1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon.
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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