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Sidgpt
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Friday, August 15th, 2025 1:43 PM

Tokenization Request is declined. Reason code 481 Reason Message: The order has been rejected by Decision Manager

Facing issue for last 3 days. Yesterday customer care representative working tp activate the mobile line and faced issue that my credit card is not working (Tried all working credit cards), then they asked me to use xfinity app to activate  for which getting error Tokenization Request is declined. Reason code 481 Reason Message: The order has been rejected by Decision Manager

Last resort they asked to go to xfinity store to very my ID etc, whic also I did yesterday and they are also not able to activate the line. Wasted more than 3 hours so far.

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4 hours ago

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XfinityQue

Official Employee

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302 Messages

4 months ago

 

Good morning Sidgpt. Thanks for reaching out regarding your concern. I apologize for your experience activating your new mobile line. Those procedures are usually very simple but rest assured, you've reached the right team! I want to help you resolve your concern - when you state to activate the mobile line, could you explain that a bit more? It could be a new line of service, a replacement, or upgrade. 

 

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Sidgpt

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3 Messages

its new line we are trying to add

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4 months ago

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user_ypc558

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2 Messages

4 months ago

I am having the exact same issue. Tried three different cards and I’m getting this message in the app while trying to activate a new line of service with Xfinity mobile. Xfinity needs to fix this asap! 
Tokenization request is declined. Reason Code: 481 Reason Message: The order has been rejected by Decision Manager

(edited)

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907Sparky

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1 Message

5 hours ago

I am getting this same error trying to do the same thing, add the free line to my account. Spent 3.5 hours in the store while the reps chatted online with their support staff and no one can figure out the problem. 
Tried again today over the phone and have spent an hour so far trying to resolve this. 
if others are having this problem, it’s likely NOT the card we’re using. 

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XfinityEva

Official Employee

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2.2K Messages

Hi there @907Sparky! Sorry to hear you are having a difficult time adding the line. May I please ask that you send us a direct message with your full name and service address? 

 

To send a direct message: 

 

•  Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary 
•  Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon) 
•  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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4 hours ago

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