New Poster
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6 Messages
I'm not able to use the website or app effectively...
I can log into my account on xfinity.com, but every time I go to billing I get an error. I have a screenshot below. I can't pay using the app either. This has been an issue for years at this point - I tried telephone support in the past on two occasions, but neither rep was able to assist. I'm pretty tired of paying by phone, and it would be nice to use these features. I got an email about getting updated equipment, but when I followed the link and logged in, it gave me another error. I've seen that others have experienced this issue. If anyone can please help, I would appreciate it.
XfinityPaula
Official Employee
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1.5K Messages
1 year ago
@kennytuggle Hello there! Thank you for reaching out for help on our Forums! I'm sorry for the trouble you have been enduring with being unable to access your account online. I know it can be time-consuming to have to call in for a payment, and the fees add up! With everything going to a digital format it's become one of my favorite ways to manage my accounts.
I believe the issue is that you may be logging in with a Xfinity ID that is now set as the primary or that it associated with another account. You can visit Here for help with creating or finding your Xfinity ID for the account.
If that doesn't help please send us a direct message with your name, service address and current log in username / email address. We will help make sure your log in / email address is set as primary and assocaited with the correct accounts.
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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