Stream Beta App on Q90r Samsung stuck on Purchases screen

[Dyltone]

I've seen several other posts stating that this is an account mismatch issue on the Comcast side. Is there any way this can be fixed without screwing up my account? Every time I have someone touch my account it seems that it takes several calls to get back in order.

[Rustyben]

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@Dyltone wrote:

I've seen several other posts stating that this is an account mismatch issue on the Comcast side. Is there any way this can be fixed without screwing up my account? Every time I have someone touch my account it seems that it takes several calls to get back in order.

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signin to your xfinity.com account web page (not stream tv page). go to account and users. add a new unrestricted user and use that username/password to sign into the app. working now?

[Dyltone]

Created a new unrestricted user and signed in to the Stream App on the TV.

Same exact results.

[Rustyben]

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@Dyltone wrote:

Created a new unrestricted user and signed in to the Stream App on the TV.

Same exact results.

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that means your account is set as if you do not pay for subscription cable TV service. do you have a working X1 set top box in your home? Do you have xfinity internet in your home that is part of your home (not business) subscription services?

[Dyltone]

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@Rustyben wrote:

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@Dyltone wrote:

Created a new unrestricted user and signed in to the Stream App on the TV.

Same exact results.

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that means your account is set as if you do not pay for subscription cable TV service. do you have a working X1 set top box in your home? Do you have xfinity internet in your home that is part of your home (not business) subscription services?

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I have no X1 equipment and I do not have Internet from comcast/Xfinity. I have a single Cable Card on my account. My HOA pays for basic cable and I pay extra from additional services such as sports and pay channels. I am able to log in to and use the other Xfinity apps on my ipad/phone and PC. I am able to use my Xfinity credentials for other apps that party with cable subscriptions to allow usage. I just can't use the Xfinity Stream app.

[starrzywarrzy]

We had the same issue and were able to fix it. If you have ever moved and transferred your Xfinity service to a new address, this is happening most likely because your XFinity account is still linked to an old address and that address is still designated as your "primary account." I know this probably makes no sense, but whatever is listed as your Primary Account is what the Smart TV Xfinity Beta App tries to connect to. You can call customer service and ask them to unlink the old account (it says you can change your primary account designation through your online account management/details, but this didn't work for us). Once they did that, we deleted the app from our Smart TV, reinstalled it, and viola... worked like a charm and didn't mess up anything with our account.