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"You are logged in but we are unable to access your account details."

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Regular Visitor

"You are logged in but we are unable to access your account details."

When I signed into my account, it showed "You are logged in but we are unable to access your account details. Would you like to try again?". It has been a week and It doesn's look like a system issue but a particular problem to my account. Any advise here to resolve the issue?

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Official Employee

Re: "You are logged in but we are unable to access your account details."

Hi @hcchang0318 

 

Please start with www.xfinity.com/id and ensure you are signing in with the correct Xfinity ID associated with the correct service address.


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

Re: "You are logged in but we are unable to access your account details."

I checked www.xfinity.com/id and verified it's the id with correct address. I've been using this xfinity id for ~2 years but it went bad since 1-2 weeks ago.

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Official Employee

Re: "You are logged in but we are unable to access your account details."

Thanks, we're investigating


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: "You are logged in but we are unable to access your account details."

@hcchang0318  seems like there may be a defect that's getting fixed next Wednesday, we'll follow up then. If you need to pay your bill, you can do so here without signing in: https://customer.xfinity.com/lite 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Regular Visitor

Re: "You are logged in but we are unable to access your account details."

@ComcastJonathan, any update please? The issue still persists on my account.

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Official Employee

Re: "You are logged in but we are unable to access your account details."

@hcchang0318  can you PM me your service address, account number, mobile phone number, and email?

 

Thanks!

Jonathan


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: "You are logged in but we are unable to access your account details."

We were able to resolve this issue by changing a back-end setting, we're investigating how the identity on the account was set to set to said status.


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!