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I can't access my billing information

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New Poster

I can't access my billing information

I can log into my account, but none of the billing information is available.  When I click to manage settings, it says "This feature is unavailable.  Your Xfinity services are disconnected."

Obviously, my service is not disconnected, as I am using it right now, and I have been making automatic payments for the last couple years... But now my credit card information has changed.  So if I can't update my billing information, and the tech at the xfinity store wasn't able to access it either... when my old payment information stops working, is anyone even going to notice?

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New Poster

Re: I can't access my billing information

I finally figured it out on my own after a week of trying, on and off.  Apparently, my email address is still associated with my old account from a different time I had comcast, and so that is the account it keeps logging me into.  I finally found my current account number somewhere and was able to log in to that one and update my information.  But I still can't set my email address for my current account because it is still associated with my old account.

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Official Employee

Re: I can't access my billing information

@real_kwhans @kwhans  What you can do is go into My Account Web and add a new user (https://customer.xfinity.com/users/add-user) and send an invite to your email tied to that identity. Once you accept, it'll create a secondary on your account with the prior identity which includes the email. You can remove the email then remove the secondary, and you should be able to add it to your primary user. 

 

We've got a solution on the product roadmap to more easily pull those outdated contact points without the invite process coming in Q4, thanks for your patience!

 

If you still need help after trying that, feel free to PM me.


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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