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user_xax6bn
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Tuesday, September 30th, 2025

Can't Update Payment Method

When attempting to add a new payment method, I get the error message - 

You can't add a new payment method yet
We need to verify your contact information to keep your account secure. Make sure to add your phone number and email address if you haven't already.

I've confirmed that the phone number and email address are on the account and have been verified.

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8 days ago

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XfinityMarcus

Official Employee

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1.9K Messages

10 days ago

user_xax6bn thank you for using the Xfinity Community Forum to reach out. I would be happy to assist you with getting your payment information updated. Firstly, can you confirm for me your full name and complete service address in a direct message?

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message. 

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user_xax6bn

Visitor

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4 Messages

@XfinityMarcus - Can I get an actual human to help me resolve this issue. I've sent several DMs to Xfinity Support and still don't have a resolution. I've tried using different browsers. I've tried using an incognito window. I've tried clearing my cache. I've tried clearing my cookies. I've tried using different computers. I've tried using a Mac, a Windows machine, a phone. I've tried using the XFinity app. I've tried resetting my password. *Nothing* I do on my end resolves the issue. There is obviously something on the backend that is preventing me from adding a payment method. There are tons of other threads of people reporting the same issue where someone from XFinity Support had to do something to resolve the issue. I'd rather not continue to go back and forth with an AI Chat bot who insists that *I* need to do something on my end to fix this. There's something on the backend that needs to be fixed by someone from the XFinity team. All I'm trying to do is add a payment method. This shouldn't be so hard.

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8 days ago

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