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Jenna514
1st Topic

Visitor

 • 

4 Messages

Friday, September 5th, 2025

Closed

Verifying account

I am trying to change my payment method and I keep getting this error:

You can't make this change right now

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 have already added my phone number and email. 

What should I do? 

Question

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Updated 

4 days ago

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XfinityDuron

Official Employee

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162 Messages

5 days ago

Do you mind telling me what platform you are using to update your billing method?

(edited)

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Jenna514

Visitor

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4 Messages

I am using the Xfinity app.

thanks  

5 days ago

0

XfinityDuron

Official Employee

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162 Messages

If available, would you mind trying a web browser to complete this process? I do want to see if this is just a Xfinity app problem or an overall network issue. 

5 days ago

0

Jenna514

Visitor

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4 Messages

I am still getting the same error message on a web browser.

thanks 

4 days ago

0

XfinityBenjaminM

Official Employee

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2.4K Messages

 Can you try deleting your cookies/cache in the browser you're using and then trying again?

 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 days ago

0

Jenna514

Visitor

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4 Messages

I just tried that and I’m still receiving the error.

4 days ago

0

XfinityJon

Official Employee

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500 Messages

4 days ago

Thank you for working with us through direct message. I am glad we were able to assist with resolving your concern. If we can help again in the future, please do not hesitate to reach out. 

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